ITBX is a 100% web-based platform used by multiple companies for over 15 years, which has allowed us to evolve our web interface according to our clients' needs and user experience, as well as technological innovation

It features continuous UX/UI development to make the web and multi-profile management (agent, supervisor, and administrator) as simple, easy, and intuitive as possible. On our YouTube channel, you can find videos showcasing access to the different modules and profiles

Yes, ITBX allows for mass voice campaigns (also known as Call blasting) with pre-recorded audio messages or with databases (Excel, CSV) containing variables such as names, balances, etc., which are sent using text-to-speech tools. These are easily and quickly configurable for campaign delivery.

For SMS, mass campaigns can also be sent both nationally and internationally. All campaign results can be monitored in real-time from the web. Additionally, sending schedules can be programmed with time restrictions according to operator regulations.

Moreover, ITBX allows the use of voice and SMS campaigns through the ITBX API, enabling activation through an external event, such as a new registration or a change of state in your CRM or ERP.

In ITBX solutions, all inbound and outbound traffic for users and trunks is fully recorded and monitored through online web reports, allowing customers to keep track and have a detailed historical record of their traffic

Additionally, the ITBX platform maintains redundancy in its infrastructure, enabling us to verify any possible traffic limitations generated on an incoming and/or outgoing trunk. It is important to clarify that the concept of "lost calls" can refer to not being able to receive more calls, which could result from the limit of incoming channels contracted by the client in their ITBX plan. Therefore, any additional call beyond their maximum simultaneous capacity will be rejected and will result in a busy signal for the caller.

This is not a failure; it can be observed in the online reports if this limitation is due to the channel capacity. The issue can be resolved immediately by requesting an increase in channels to accommodate the traffic growth the campaign is experiencing.

On the ITBX platform, agents are not allowed to see these types of reports by default (they are set for the supervisor profile). However, if the client requires it, access can be enabled, allowing the agent to review their own traffic statistics and operational effectiveness.

Additionally, there are extra modules for capture forms that are not a CRM but are highly functional for cleaning up databases before uploading them to the CRM, and these can be exported to Excel.

Yes, all ITBX plans and services are flexible. Depending on the plan and type of numbering, there is a minimum number of users and/or channels to maintain. In terms of growth, it is unlimited, allowing your company to scale as needed.

You can increase the number of agents immediately, while decreasing requires a 30-day notice.

Yes, ITBX is a multi-profile platform where you can have, for a minimum plan of 5 agents, 1 supervisor. For plans with more than 20 agents, you can request additional web users with a supervisor profile (2 additional ones) at no extra cost.

If more supervisors are needed with the same number of agents, this can be arranged with a one-time activation fee. Similarly, it is possible to add more users with an administrator profile.

Yes, the ITBX platform is designed for remote work and multi-site operations, allowing an administrator or supervisor with permissions to easily revoke access for agents who should not enter the platform suddenly or remove an agent’s access for information security.

With just web access and two clicks, you can deactivate and reassign active agents immediately.

Yes, the ITBX API is a RESTAPI structure that continuously expands in features and capabilities for our clients. It offers multiple integration and automation options with your processes and platforms like CRM and ERP, allowing integration with channels such as chat (WhatsApp), voice, and SMS, making us like a "Lego" for customer contact.

You can explore more at: https://api.itbx.co

Yes, the ITBX platform allows you to make these configurations easily and quickly from the web. You can assign, deactivate, and customize the active agents in your plan, as well as include them in smart queues and their respective campaigns.

Yes, they can do so in operations that handle two or more shifts. The important thing is that each agent, upon completing their shift, should log out of their user session on both the web and the assigned softphone.

This way, the second agent starts a new session with their own auto-configuration tools. Each session is unique and private, so even when using the same computer, they have completely independent performance metrics and statistics.

ITBX offers both active and passive monitoring options. Passive monitoring is conducted through all reports where you can see the call traceability and listen to the recordings of each management carried out.

Active monitoring allows a supervisor, using a code, to listen to live calls and even speak in real-time with the advisor in whisper mode, without the end customer hearing the supervisor's support or assistance.

For agents, their online status can be validated, showing whether they are connected, disconnected, or on break.

Indeed, the ITBX platform provides web tools such as the traffic and operation monitoring panel for multi-campaign call centers. This allows real-time monitoring of active agents, logged-in status, on-call status, break status, call duration, and/or the CID of the active call, among other metrics.

Additionally, you can monitor inbound, outbound, and blend campaigns, as well as active calls, calls in the queue, call duration, and other options at the campaign level.

Indeed, the ITBX platform, without being a CRM, offers in its call center tools a data capture module. This module is composed of customizable forms that allow for data capture and validation from a preloaded database or information captured in real-time by agents. The results can be easily downloaded in an Excel or CSV file.

This module supports multiple campaigns, meaning that a different form can be designed and linked for each campaign. This module is available only for Call Center plans, such as the Business and Enterprise plans.