Unified Agent Desktops
Unify the Agent Desktop by integrating to all your business applications. Pre-built connectors are available.
Choose from any of our pre-built Gadgets to quickly and simply add functionality. New Gadgets constantly added by NovelVox.
Unified Agent Desktops for improved customer experience
Your call center agent desktop is vital to delivering a greatly improved customer experience. A powerful and well thought out unified agent desktop can empower your agents to perform better, we all know, happy agents equals happy customers.
All NovelVox Agent Desktops, whether it is for Cisco Finesse, Genesys or Avaya, all share a powerful design ethos: To provide your call center agent with a Unified view of your customer. Unification includes telephony integration and integrating to all your existing applications to reveal all relevant customer information at the right time. Many call this the ‘Single Pane of Glass’ view.
Optimized Agent Desktops to reduce Average Handling Time
Once the relevant customer information is retrieved, this must be presented to the call center agent quickly. This means minimal page scrolls, minimal clicks and absolutely no application switching. Your customer is not prepared to wait and the longer it takes to resolve the issue, the more dissatisfied the customer is.
We work in partnership with you, so ensure this optimization is in place. We analyse your processes and 3rd party applications to determine the most effective agent desktop design for your call center. We aim to reduce your average handling time through a unified agent desktop, whilst improving first call resolution. Your agents to focus will be maximized for a much improved customer experience.