Pros and Cons of Avoxi Genius: Analysis of a Top Call Center Software

These days, beating the competition doesn’t just mean having the best products and services. It also means having above-and-beyond customer service and providing value even after sales have been made. Excellent customer service keeps them coming back for more and inspires loyalty,

Here’s where call center software platforms like Avoxi Genius come in handy. Avoxi Genius is a web-based contact center solution that helps businesses provide efficient customer service. Through it, you can set up and manage virtual contact centers and use advanced features, such as automated call distribution and call whispering. You might be wondering, though, are all these features worth it?

In this article, we’ll take a deeper look at the features of the Avoxi Genius platform. We’ll also explore not just the software’s benefits but also its weak points. This way, you can make an informed decision on whether Avoxi Genius is the right choice for your business.

With stiff competition among businesses today, customer service has become the name of the game. Companies can enjoy numerous benefits from providing excellent levels of customer service, including customer loyalty and increased revenue.

On the other hand, poor customer service affects businesses just as greatly. Bad customer service costs businesses up to $75 billion per year.

What’s interesting is that even with the rise of AI-powered smart chatbots, many customers still prefer talking to agents over the phone, especially for more complicated issues such as payment disputes. This reiterates the need for reliable call center software like Avoxi Genius, which can facilitate easier communication between agents and customers. These advanced call center platforms also support a seamless omnichannel customer service strategy.

Given the importance of these solutions, it’s only fitting that we analyze all the capabilities of Avoxi Genius along with its weak points.

What is Avoxi Genius?

Avoxi Genius is a cloud-based contact center platform that gives businesses innovative ways to improve customer service levels. The software eliminates the hassle of setting up contact centers for your business. With its smart web-based call center interface, it’s easier for you to set up virtual contact centers anywhere.

More importantly, the solution helps improve the productivity and efficiency of customer service teams through its powerful features. Avoxi Genius gives businesses full control of their customer communications. An automated call distribution feature ensures that calls are directly routed to the right agent. Meanwhile, the software generates unlimited IVR branches, based on the needs of your team’s call flow. You can also easily create new call queues, add new users, and update call routing protocols as needed.

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Additionally, Avoxi Genius provides various call monitoring features for managers and business owners to use. Through live call monitoring features, such as call barge and call whisper, managers and support reps can have discussions during ongoing calls and resolve customer issues more quickly. The software’s call disposition feature also allows managers and team leaders to track the outcomes of each call received and made by reps.

Moreover, reporting and analytics capabilities help business owners take a closer look at their contact center’s performance. Managers get access to call logs and reports that accurately portray the numbers behind each agent’s calls and track key metrics like call abandonment.

Let’s take a  more in-depth look into these features to learn about the pros and cons of Avoxi Genius.

Pros and Cons of Avoxi Genius

Comprehensive Quality Management for Calls

Call recording and monitoring features are some of the most important features of call center software. This is why the Genius platform comes with standards-compliant, cloud-hosted call recording options. You also get custom storage options for added flexibility. Additionally, the software’s PCI-compliant call recording controls allow you to process sensitive credit card information securely and within regulations.

Aside from letting you listen in on reps’ calls, the software’s live Call Barge feature lets you step in and take over calls on more complicated issues. Through the Call Whisper feature, customers won’t even hear you coaching your agents through these calls. These capabilities come in handy for a hands-on approach to coaching agents in real-time and improving customer service levels.

For performance monitoring on a larger scale, the Genius platform also offers call scoring features that let you rate each agent’s calls to identify weak spots. You can also tag calls with custom disposition labels and add notes for easier performance tracking over time. Through these features, you get a clear picture of each agent’s performance so you can adjust coaching methods accordingly.

Calls you’ve scored will have a green checkmark on the Avoxi Genius Queue Activity page.

Intelligent Call Routing Features

Avoxi Genius also offers various smart routing features to help streamline your call flows, cut down customer wait times, and boost customer satisfaction. An Automatic Call Distributor, along with Interactive Voice Response features, provides custom prompts that callers can select, so calls get routed to the right department or agent.

Additionally, the software lets you set up custom routing rules and ring groups so calls always go through the right queue or flow. You can easily establish a call queue so callers are put on hold until an agent becomes available. You can also set up routing rules based on the time of day or the day of week or month. Set up as many call queues as you need to organize inbound calls and ensure that each call is picked up by an agent.

Moreover, the Genius platform integrates with Salesforce, one of the best CRM software today. This allows you to further personalize greetings and caller interactions, significantly improving the customer experience. Aside from syncing with Salesforce, Avoxi Genius doesn’t offer other integrations or API capabilities. However, rest assured that these features are in the works.

Avoxi Genius makes it easy for you to add users and view user lists for setting up call groups.

Powerful Call Controls

Avoxi Genius gives you control of each customer call through features, such as call transfer, hold, and mute. These standard call control features help reps handle calls more efficiently. Aside from these features, the Genius platform also allows agents to contact each other right from their Genius accounts. Likewise, the software’s Warm Transfer capability lets agents speak to each other before calls are transferred. This ensures a seamless experience on the customer’s side of the call.

For added convenience, the software offers a Voicemail Transcription that makes written copies of voicemails, so you can easily read them. All these features greatly improve collaboration within your team and help agents save time on switching between the Genius platform and other types of communication software.

Superior Call Quality and Availability

Avoxi Genius ensures that your customer service reps can enjoy excellent quality, whether they’re making calls or receiving them. The software provides a guaranteed MOS call quality, establishing clear lines of communication between agents and customers. No matter where you’re located, Avoxi’s global VoIP infrastructure allows your agents to ensure crystal-clear calls.

The software also offers unlimited concurrent calls, so you can simultaneously handle as many calls as you need using a single phone number. These features make customer service easier for businesses handling high volumes of phone calls.

Moreover, the platform ensures a hassle-free setup for businesses of all sizes. You can instantly activate virtual phone lines in over 160 countries. The software also has a ‘Bring Your Own Carrier’ capability. This way, you can keep your existing phone provider and continue to use the Genius platform for managing inbound calls.

Avoxi Genius lets agents and managers make calls from its user interface.

Intuitive User Interface

Despite its many features, the Avoxi Genius platform is designed for easy navigation. The software offers a convenient web-based user interface, so you can manage your contact center wherever you are. You can even access the interface on mobile devices, as long as you have an Internet connection.

This intuitive web-based user interface allows you to customize all the features and settings of the Genius platform. You’ll be able to add users, create call groups, and set up as many call queues as you need. This is also where you can activate call forwarding and create custom tags that agents can use to label their calls. This user interface also lets you create virtual attendants to finetune the platform’s IVR capabilities.

Versatile Reporting and Analytics Features

Avoxi Genius also offers various reporting and analytics features to give you data-based insights on your team’s performance. The software lets you generate and view analytics on a wide range of filters and metrics, including inbound and outbound call activity and average call duration. You can also drill down to individual agent performance, and view numbers on calls answered, calls unanswered, and average talk time. All these numbers should give you an accurate idea of your business’ performance in terms of important customer support KPIs.

Furthermore, you can generate reports with custom date ranges and use live reporting features to keep a closer eye on team performance. Customized disposition tags on each call also give you a more detailed picture of how reps handle customer interactions.

For added convenience, Avoxi Genius puts all these figures and numbers into a centralized dashboard. On this dashboard, you get a bird’s eye view of call activity, including total calls, answered and unanswered calls, and average call duration.

Some users have noted the software’s lack of capabilities for customizing dashboards per agent and setting SLA time thresholds, but these features are in the works.

Avoxi Genius tracks various metrics for easier performance monitoring.

Reliable 24/7 Support

Like other top call center software, Avoxi Genius offers support channels to ensure that users get all the help they need when using the platform. Users get 24/7 phone support so you can rest assured that you can easily get help if you run into problems with the software. The platform also offers email support for easier documentation of issues.

Moreover, a Knowledge Center provides how-to articles on a wide range of topics, including customizing Avoxi Genius settings, setting up call forwarding rules and call queues, and generating reports through the user interface.

Additionally, you have the option to activate the platform’s ‘Support Access’ function. This function allows Avoxi Genius’ support team to access your account for easier troubleshooting and live training.

Is Avoxi Genius Worth It?

Avoxi Genius is a versatile call center software that can help businesses improve customer service and overall customer satisfaction. If you want to be able to track each rep’s calls to create more effective coaching strategies, the software provides various call monitoring and quality management capabilities that you can use.

While Avoxi Genius seems to be lacking in terms of integrations, the platform offers powerful features on its own, allowing users to establish call flows and take advantage of intelligent call routing. Moreover, the software’s reporting and analytics features provide business owners with valuable insights into reps’ performance and identify weak spots for improvement.

The good news is that you can figure out for yourself if Avoxi Genius is the right fit for your business by signing up for the software’s free trial.

By Christopher Robinson

Christopher Robinson is a senior productivity research analyst who specializes in optimizing online collaboration and project management using Scrum and agile approaches. In his work, he always emphasizes the need for distributed work training and the formation of efficient work habits. His work was mentioned in various business publications, including Entrepreneur and InfoQ. He’s a strong proponent of the GTD model. He has been cooperating with the FinancesOnline team for 5 years now, and his publications always focus on practical aspects of productivity tools that can have an actual, transformative impact on a company.