CEO Message: A Look Back at 2020

Dear Valued Customers,

Oh, what a year 2020 has been. 

First and foremost, thank you to all of our customers, vendors, and employees who’ve helped us navigate through this unprecedented time. Your steady outreach to us regarding your needs, challenges, and desires for a better user and customer experience has me excited to share with you the progress we’ve made at AVOXI this year, despite the unconventional circumstances of the pandemic. 

COVID-19 has been an extraordinary challenge for people and businesses everywhere. Widespread disruptions to many operations have made the past 12 months difficult, but I want to assure you that AVOXI is here to support you now and going into 2021. 

A big shout-out to our global AVOXIANS and their unwavering commitment to customers! They’re the true rockstars of the business and the top talent in their fields. Taking this year’s biggest obstacle in stride, our dedicated teams across the world have been hard at work expanding and strengthening our voice solutions and innovating our contact center software that simplifies how you communicate with your customers. 

I’m extremely proud of the communications software company that we’ve become, and how we’ve been able to help so many of our customers keep their businesses running. From helping universities quickly set up new numbers notifying students about school closings to supporting Inc. 500 brands transitioning their inbound call centers 100% remote - all while maintaining consistent levels of CSAT – our software has made a substantial impact this year to those we do business with.  

Our voice solutions have never been stronger. Our provisional team has done an exceptional job expanding our global number catalog by 120% against our yearly carrier-onboarding goal. We’ve added new DIDs, mobile, and local numbers in several regions, and even added first-time coverage in countries like Myanmar and Sri Lanka, bringing our voice coverage portal to over 170 countries worldwide.

As for our contact center software, our development team has added numerous features that provide an easy-to-use, integrated experience for managing your inbound and outbound support teams. Some of our most notable enhancements include:

 

• Integrations. Customers can now easily connect their most essential business tools (CRM, Helpdesk, Chat) directly to our contact center platform, improving agent efficiency, and streamline communication for superior customer service! 

 

• Queue Callback. Did you know businesses often see an estimated 32% reduction in call abandonment, improved CSAT, and cost-savings through low call rates and fewer employees on the clock? With this new feature, you no longer have to keep your customers waiting. 

 

• Analytics. Managing your call center and teams is much easier when you have the right data at your fingertips. We’ve invested heavily this year in fine-tuning our platform’s analytics capabilities - keeping you ahead of critical KPIs with Live Dashboards and automated Scheduled Reports. 

 

But that’s not all! Make sure you check out everything our development team has introduced this year in our blog, AVOXI’s 2020 Contact Center Software Product Highlights. 

As we quickly approach 2021, please continue sharing your needs and wants with us. We thoroughly enjoyed hearing from so many of you in October through our customer survey. It’s apparent that many of you are looking for new channels to engage with your customers, while also in need of automation to improve manual processes - especially across performance tracking. AVOXI is listening, and we’re excited to continue building the platform to help you solve those problems. 

Lastly, if you’re finding value from AVOXI, I’d encourage you to share your experience with us on G2Crowd. The best compliment for us is hearing that we’re providing value to you and your business.

Wishing you and your family a cheerful holiday season. 

Cheers,

 

David Wise, CEO & Founder