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Unified agent experience for personalized CX
Drive productivity with integrated experience
Engage with customers across digital channels
Transform & scale CX with Conversational AI
Powerful Help Desk Software
Optimization performance with real time monitoring
MS Dynamics Integration
Streamline customer service capabilities and deliver personalized experiences to customers.
Boost critical contact center KPIs and take your contact center efficiency to the next level.
Seamlessly streamline contact center workflows and enhance agent productivity.
Elevate your customer service standards with the intuitive power of personalization.
Redefine workflows for a more productive and streamlined agent experience
Harness the power of personalization to deliver a cohesive customer expereince
Heighten customer satifaction by bringing agility and responsiveness into your customer support operations
Set new standards for customer service excellence by breaking down organizational silos
Forge a unified customer support ecosystem for customer service excellence
Transform customer support complexities into simplified and efficient support experience
Master the art of contextual support, offer personalized services and address queries promptly
Bridge the gap between service excellence and customer satisfaction with streamlined services
Bring efficiency into your services with context and precision in every interaction
Tailor your customer support services to meet customer preferences and elevate CX.
Empower agents to adapt swiftly to customer needs and deliver top-notch service
Optimize customer support processes and craft exceptional customer experiences.
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Unified Agent Desktop : All You Need to Know
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Sound customer engagement is the ultimate goal of a contact center and a unified desktop for agents is a solution you need to take it to the next level and reap all the benefits that follow.
Sound customer engagement is a critical element for an organization running contact center operations. So, you need to get it right from the word go if you want to stay ahead of the rest and look at the prized customer loyalty and resultant sales continuum, which happens to be your ultimate goal.
But what is stopping you from doing that? (According to research, more than one-third (35.4%) of professionals believe that technology not being joined up is their biggest barrier to operating their dream contact center ).
A unified desktop for agents may well be the answer here that you should be looking at.
And what it does: it brings multiple customer service applications together into a single interface which makes it easy for agents to deal with customer inquiries and requests more confidently and takes customer engagement to new heights.
Though a Unified Agent Desktop is a welcome relief for agents from using multiple screens and systems, choosing the right kind of unified desktop for your specific needs is a critical decision to come good to customers’ expectations and avoid running into some unforeseen problems.
Here are the seven most important features or things to look for when seeking a comprehensive customer engagement solution.
Make sure to choose the right agent desktop which has the flexibility to bring virtually any system together like Avaya, Cisco, Genesys, and Aspect, while connecting easily with SAP, Siebel, and other systems.
Such a system should give you the freedom to integrate it with CTI, ACD, and CRM products from multiple vendors to deliver a seamless and highly flexible omnichannel desktop that is scalable enough to meet your current and future technology demands.
The right desktop agent gets all the relevant information of the customer in one place which makes it easy for the agent to provide the first-time resolution to customers’ queries. It gives the right perspective about your business and makes for highly successful customer engagement through a seamless customer view across the business platform for quick and sound decision-making.
An Agent Desktop makes way for the seamless and easy availability of information, and a browser-based desktop takes this to an all-new level by enabling the agents to access it anywhere using a browser-based interface. This will give you flexibility in running your operations from different locations.
An informed agent who has access to all relevant information about the customer including a complete history of customer interactions serves customers much more promptly and in the right manner to make the customer feels valued.
Not just that, with push SMS to mobiles, social media, call back facility, and web chat which all are available on its platform, an agent desktop gives agents all the options for a seamless customer experience.
Contact center agents feel comfortable and delighted when they use a unified agent desktop that is intuitive and free from technical jargon. It should stand up to parameters like reduced training expenses and easy to understand. With this, agents can focus more on increasing their productivity rather than getting accustomed to the system.
A good agent desktop is a long-term investment that gives, first of all, sound customer engagement and reduces support and training costs to almost zero. It also helps to reduce average handling time while increasing the first-time resolution and frees agents for more on sales.
Sound operations are the backbone of a business and the right desktop must provide real-time operations insights to the senior management and executives. This helps in figuring out issues related to the agent’s performance and avoiding underlying problems, if any, well in advance.
These points above will surely help you choose the best-unified desktop for your agents. One more point to ponder, just don’t restrict yourself from visiting vendors and compromise on features to get the best solution that is worth the effort.
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