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NovelVox

How a Leading BPO Slashed AHT by 20% with NovelVox Unified Agent Desktop

Agent Accelerator offers a unified interface that empowers agents to take control of operations and drive all customer interactions without having to toggle through screens, boosting agent productivity by helping them deliver faster and more accurate resolutions.

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One of the leading Dubai-based BPOs was facing higher than average handling time due to disconnected systems and inefficient workflows. Consequently, their agents had a hard time conducting their day-to-day operations and the overall performance of the contact center was dipping.

Naturally, we came in and saved the day.

In this Case Study, we discuss how we implemented the Agent Accelerator and helped the BPO cut down their handling time by 20% and optimized workflow for their agents, resulting in improved customer experience.


We also discuss:

The performance decline that comes with disconnected systems

Agent attrition as a result of inefficient workflows

The need for interconnected and interoperability within systems

How Agent Accelerator can be the ideal tool for improving contact center performance

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Overview

  • We enable brands to create superior agent and customer experience by offering next-gen contact center integrations with 100+ third-party applications.
  • 100+ third-party app integrations
  • 15+ Years of Experience
  • 350+ Deployments in 20+ Countries

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Overview

  • We enable brands to create superior agent and customer experience by offering next-gen contact center integrations with 100+ third-party applications.
  • 100+ third-party app integrations
  • 15+ Years of Experience
  • 350+ Deployments in 20+ Countries

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  • (928) 864-5100

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