For customer support teams

Every customer reaches the right person. With their history on screen.

Customers call, text, write on WhatsApp, send an email or open the chat on your website. OVOKY routes calls through your phone menu and queues, brings the other conversations into one shared inbox and shows everyone the same history for each customer. Callers who would rather not wait can ask for a callback.

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Sound familiar?

What gets in the way today

  • 01

    Customers hold for ages, then hang up

    Long queues turn into abandoned calls, and abandoned calls turn into complaints. You find out at the end of the month, not while it is happening.

  • 02

    Calls, emails and messages live in different tools

    Calls in the phone system, emails in a mailbox, messages on someone's phone. Nobody sees the whole conversation, so customers explain their problem again every time they get in touch.

  • 03

    Changing the phone menu means opening a ticket

    Holiday hours, a new option, a reworded greeting: each change waits on IT or the telecom provider, so the menu is always a little out of date.

IVR node types
8
queue routing strategies
4
languages for AI voice prompts
28
how OVOKY fits

A support line with an IVR, queues, callbacks and voicemail, plus SMS, WhatsApp, email and chat in one shared inbox, with one history per customer.

  1. Shared inbox

    Calls, SMS, WhatsApp messages, emails, website chats and social messages come together in one shared inbox. Whoever picks up next sees what was said before, along with notes, callbacks and signed documents on the customer's record.

    • Calls, SMS, WhatsApp, email, chat and social messages in one inbox
    • One timeline per customer with calls, messages, notes and status changes
    • The caller's record opens when the number matches a contact
    • SMS and email templates for confirmations and follow-ups

  2. Phone menu and routing

    Build your phone menu on a visual canvas, with business hours, holiday dates and greetings typed and turned into speech. Queues ring only the agents with the skills and languages they require. Callers hear their position, can press a key to be called back, and the overflow rule you chose takes over when the wait runs too long.

    • Visual IVR with eight node types, including business hours and voicemail
    • Four queue strategies, with required skills and languages per queue
    • Callback from the queue at the press of a key
    • After-hours voicemails listed with the caller, campaign and queue

  3. Service level

    Supervisors can listen to live calls, whisper to an agent or barge in when a call needs help. Six inbound reports cover service level, speed of answer, abandoned calls and how many were recovered, IVR paths and volume per number.

    • Queue service level: SL, average speed of answer, longest wait and abandon rate
    • Abandoned calls with wait time and recovery rate
    • Offered, answered and abandoned calls by interval, for staffing
    • Threshold alerts and scheduled email reports

The toolkit

Built for customer support

Customer support: questions

Short answers to what teams ask us most. Something else on your mind? Talk to us

  • Yes. Calls, two-way SMS, WhatsApp, email, website chat and social messages come into one shared inbox, so your team answers from one place and sees one history per customer, whichever way the customer got in touch.

  • Yes. Turn on callback for a queue and choose the key callers press. When they press it, a lead is created in the outbound campaign linked to that inbound campaign, and an agent calls them back from the dialer.

  • Each inbound campaign has weekly opening hours and holiday dates. When you are closed, callers hear your closing message and can leave a voicemail. Messages are listed with the campaign and queue they came from, ready for a callback.

  • No. Agents answer in the browser with a headset, on a computer or a mobile browser, and the caller's record opens when the number matches a contact. Numbers can also be routed to a SIP trunk or to your own PBX by IP.

  • Six inbound reports: inbound summary, queue service level, abandoned calls, IVR analysis, performance per number and an interval report. Each one exports to CSV, XLSX, JSON or PDF and can be emailed daily, weekly or monthly.

  • Number porting is not offered today. Many teams order new numbers in OVOKY and forward their current lines to them from their existing provider.

Bring every customer conversation into one place

Calls, SMS, WhatsApp, email and chat in one inbox, on one invoice. Start with one team, then grow.

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