NovelVox partners with Zoom to offer a True Integrated Contact Center Experience across all the Verticals
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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Quality of customer experience drives the growth of an organization. With the current digitization of work processes, its significance has increased exponentially. Why? The answer is simple. Communication pattern has shifted from just calls to personal interaction over websites, IVR, WhatsApp, and social media.
Many global surveys confirm this fact. PWC Research, reports that 86% of customers are willing to pay more for better customer services. This explains why companies are giving customers experience far more leverage than products and pricing! Customers need instant omnichannel engagement in real-time.
But what’s the bottleneck for businesses in delivering this high-level customer service?
The major reason is Departmental silos. In a customer journey, there are multiple touchpoints and a disjointed journey increases complexity and miscommunication.
What’s the solution?
To deliver the level of engagement that customers expect, the solution is to have – seamless communication within the right context. A critical customer-first approach stems from bridging the various departments and work processes in an integrated manner.
a) Your agent doesn’t have access to customer information
b) Legacy systems struggling with integration
c) No mapping of the customer journey
As there are multiple touchpoints of communication, it’s natural that interactions flow from various channels to one agent. This can land an agent in a tricky situation where he doesn’t understand the customer’s behavior and preferences. Here integration resolves all problems because customer journeys are not linear.
With an integrated unified contact center solution, agents are well-equipped with customer information and interaction history details. Along with personalized communication, the agent is aware of what the customer is looking for and ends the need for repeating his requirements. The customer feels associated with the business, subsequently boosting brand’s reputation.
Real-time and historical data can be utilized well to map the customer’s journey with the contact center. It helps build a cohesive journey map.
Don’t wait for the legacy technologies to be outmoded, though they most probably have. Switch into integrated customer experiences to leverage the efforts of your agents.
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