Customer needs have become dynamic, making it imperative for modern contact centers to choose innovative solutions. As customers get accustomed to the digital space, they want faster and more effective services and a nearly frictionless digital experience.
NovelVox can help your contact center adapt to these dynamic needs with its comprehensive suite of software solutions. Let’s explore these solutions and their usefulness for your business.
1. Unified Agent Desktop
The Unified Agent Desktop from NovelVox acts as a link between your CRM and other business applications. By efficiently fetching customer data from the CRM, the unified agent desktop solution empowers your agents with a comprehensive view of the customer, including customer details and the entire interaction journey. Thus making it possible for agents to understand the customer demands almost instantly and deliver the most apt answer to their query.
The utility of agent desktop lies in the following benefits:
– Faster Resolutions: When multiple applications are unified on a single platform. The agents do not have to spend much time hopping from one application to the other for information. They can quickly respond to the customers with apt responses almost instantly.
– Personalized experiences: Agents do not have to manually hunt down data to understand who is calling and what their concern is. All this is displayed before them as soon as the customer call comes in, making them feel valued.
– Automated Workflows: The unified desktop platform automates many routine tasks, such as call handling, call routing, wrap-up, and even data entry tasks. This brings down the manual effort of the agents.
– Rationalized costs: The unified agent desktop eliminates the need to invest in additional hardware and software solutions. Also, the training costs are lower as agents just have to interact with one system.
2. CTI Connector
The NovelVox CTI Connector solution bridges the gap between your CRM and telephony systems. It allows contact center agents to place and receive calls directly from the interface, eliminating the need for a separate desk phone.
Some Key Features of NovelVox CTI Connector
– Screen Pop: All critical customer information, such as name, contact information, and interaction history, is displayed on the single interface. So agents can respond quickly and effectively to customer’s incoming calls.
– Advanced Call Controls: The single centralized dashboard allows agents to manage calls easily. Call controls such as answer, hold, retrieve, conference, transfer, etc, are available to the agent.
– Automated Dialing: The automated calling process allows agents to reach out to a large number of prospects, enhance their business, and send out bulk announcements as and when needed.
– Call Monitoring: NovelVox CTI also allows live monitoring of calls that empowers supervisors to help agents in resolving disputes in real-time and gain insights into performance shortcomings.
3. Visual IVR
The traditional IVR process had multiple shortcomings in that customers had to go through multiple options or repeat the same queries in front of agents that they had fed into the system. With Visual IVR, however, these limitations are easily overcome. The NovelVox Visual IVR solution provides customers with a visually-guided interface, so they do not have to indulge themselves in the complex process of clicking multiple options.
Features of Visual IVR Solution:
- Interactive Visual Overlay
- No download or installation is required
- Self-service capability
- Works well with existing infrastructure
- Seamless escalation to live agent
- Supports both iOS and Android
The user can touch their way through the menu of the solution in a matter of a few clicks, and that too from the comfort of their smartphone screens or webpages. Further, the visual IVR solution can automatically assist, direct, or redirect conversations based on user reactions.
4. Case Management
NV Desk – the case management system from NovelVox is designed to collect details related to customer issues and concerns so they can be addressed efficiently. The tool can aid agents in developing an efficient customer service strategy by tracking, allocating, and resolving tickets faster. It allows agents to view the entire customer journey from previous interactions to purchase history and equip them with a better understanding of the customer. Agents can navigate their cases faster and automatically recognize interactions with the automated system.
Features of NV Desk Case Management Solution:
- Configurable case fields
- Multiple category support
- Case history
- Out-of-the-box escalations
- Instant notifications ‘
- Attach documents
- Case status
- Ready integration with Cisco, Avaya, Genesys, Amazon Connect, and Webex Contact Centers
Wrap Up
Agents are often faced with many challenges in the contact center that hamper their productivity. And to transcend these challenges, contact centers ought to adopt the right tools and technologies that facilitate personalized customer interactions and reduce agent workload. The NovelVox unified contact center solutions can help overcome these contact center barriers and enable a seamless flow of information that can elevate productivity and generate revenue streams.
