Sangoma Contact Center Ideas Portal
Having the ability to see the success rate when the callers engage with the IVR would be very insightful to be able to ensure efficiencies in IVR designs.
It is extremely manual to identify where people chose options and when they decide to exit the IVR
Thank you Ben. We are taking your feedback in consideration to improve and avoid this confusion in the future. Thanks.
Thank you for that clarification and the reference link.
It would seem that Sangoma is creating a branding issue, with multiple systems using the same naming.
It does not help that your description that this has nothing to do with Switchvox, even though the Switchvox has started calling the "Switchboard" "Contact Center".
(It appears that others that have posted here also are thinking this is related to Switchvox).
It might be a good Ideal to put a description with a link to the correct product on the home page of this so that others are aware of the specific "Contact Center" you are referring to.
Additionally Sangoma/marketing should consider not using the same marketing name for multiple product lines as it adds confusion, to the already large range of products sangoma is undertaken.
I would also suggest that a simiular posting be created specicifally for Switchvox, as it appears that others are also viewing this as related to the Switchvox, and not a seperate product line.
Thank you again for clarifying and providing a clearer explanation.
Sangoma has multiple products with Call / Contact Center Functionalities. We have SwitchVox, Netfortris and Sangoma Contact Center. This ideas portal had the goal to get feature requests for the product Sangoma Contact Center which has no relation with SwitchVox or Netfortris product lines. Sangoma Contact Center landing page is this https://www.sangoma.com/contact-center/. If you want to learn more about this product / offering we can organize a session with one of our Sales Specialist. Thanks.
@alfredo care to elaborate on how this is not a Switchvox system? Specifically, it appears to be the "Switchboard" of Switchvox.
https://www.sangoma.com/business-phone-systems/features/contact-center/
And in the vane of a "Contact Center," a manager is very likely to need to create reports on the performance of campaigns and customer interactions. Thus "Logging" information that lets them easily see the true flow of a call and extract how long it takes a customer to navigate helps them improve their contact center operations.
Furthermore, you may have noticed that every posting and request is about "Switchvox", not only from myself but others, suggesting that the community at large does not see this as "Contact Center" but Switchvox, and it's included "Switchboard", as it is clearly labeled in the above link and images.
If Sangoma has decided to "rebrand" the Switchboard to "Contact Center" calling it a different name does not change the identity of the feature to the user, especially when it is clearly shown with the name "Switchboard".
I would encourage you to re-evaluate your position that this is not a part of the "contact center", and provide a reference to users where this product line is clearly not a Switchvox system so as to avoid confusion for users and a clear definition of how this is not relavent.
Otherwise, a retraction/correction of your previous comment would be in order, and perhaps a better understanding of the product offering for yourself and end-users could be linked for clarity.
This ideas portal is limited to Sangoma Contact Center product line.
A suggestion to improve this would be for the Call Logs to log the user actions entered in the IVR.
For example when a user in the main IVR (800) has 8 options and presses the "0" option to try to get to an operator, the CDR log could report this as:
2022-07-07 13:41:00 Main IVR (800)2022-07-07 13:45:00 User IVR Selection: "0"2022-07-07 13:45:01 Operator Queue (600)In this way a manager can tell exactly what IVR a user has been to and what they selected, and where they went next. It provides timestamps so we know that the user stayed in the main IVR for 4 min before making a selection.
This would still require you to review the Call Logs and process them. But it would be better for insights to usage and user behavior and would require minimal changes on Sangomas side to implement.