NovelVox Joins Forces With Avaya at LEAP 2024 to Present Future-Ready CX Solutions

The LEAP tech event is back and NovelVox is all geared for it. Rightly tagged “The Digital Davos” – the event is an exploration of the global tech landscape. Last year, marking just its second edition, the event witnessed the participation of tech experts from over 185 countries. This year, without a doubt, the event is bound to be bigger, better, and all things tech.

Why LEAP 2024 Matters?

LEAP has established itself as the world’s most-attended tech event. It provides an unparalleled opportunity to connect with industry leaders, tech enthusiasts, and innovators from around the globe. At NovelVox, we see this as a chance to showcase our future-ready CX solutions in collaboration with Avaya and engage in meaningful conversations about the latest CX trends, opportunities, and the transformative power of AI in the contact center industry.

Avaya in partnership with NovelVox has transformed the contact center landscape in more ways than one. Here’s how.

Avaya and NovelVox: Laying the Foundation for CX Excellence

Nothing matters more to businesses than a good customer experience. NovelVox and Avaya realize this and bring the ultimate suite of seamlessly integrated CX solutions that can render your business the competitive edge it deserves. With offerings ranging from digital channels, AI-enabled bots, workflow automation, actionable insights, etc, the contact center tools can deliver experiences that nurture meaningful customer relationships.

Assist Your Customers on Contextually-Rich Journeys

Customers today no longer have the patience to narrate their issues from scratch to every agent their call gets transferred to. If your business does that, you’re losing out to businesses that value their customer’s time and refrain from repeating their issues again and again.

The integration of Avaya Telephony Systems with NovelVox CTI Connectors leverages contextual intelligence in communications to prevent such issues from popping up. Equipping agents with embedded call controls, automated dialing, call transfers, call logging, etc, reduces the pre and post-call manual work for agents. This seamless integration helps agents comprehend customer backgrounds and motivations and enables agents to pick up the conversation from where it was last left off.

NovelVox CTI Connector unifies disparate systems by harmonizing data from Avaya Aura AES, Elite & ACCS and integrating third-party applications such as CRM, Ticketing, Databases, etc., to enhance the efficiency of your contact center and facilitate faster responses by screen-popping customer details during live calls.

Deliver Proactive Services Across Digital Channels

Having the option to choose from so many communication channels today, customers hardly ever stick to only one. This dynamic change in customer preferences for communication should not be a barrier to meeting your customers where they are. The answer lies in going Omnichannel. The seamless integration of the Avaya telephony system with the NovelVox Omnichannel platform can achieve that for you.

The integrated interface facilitates personalized customer support across a diverse range of digital channels like social and messaging, enabling Avaya Contact Centers to drive more leads and close sales calls. Agents can effortlessly engage with customers one-on-one across digital channels such as Email, Chat, Social, and Voice without having to switch tabs or deploy teams to handle specific channels. Further, agents can personalize engagement with customers based on their profile metrics.

Merge Efficiency and Convenience with Automated Self-service

Whether it is cutting down operational costs or improving Key Performance Indicators (KPIs) like lower AHT, better CSAT scores, First Call Resolutions, or reduced Agent churn, self-service can ensure better agent performance and customer experience. It enables customers to resolve simple queries independently, allowing agents to dedicate their work hours to convert more leads.

For enterprises using Avaya Contact Centers, this can mean a need for advanced automated tools and intelligent solutions where the emphasis is placed on integrating context with Natural Language Processing, aiming for swift and authentic solutions to customer queries. The NovelVox Infibot – a conversational AI tool that combines a chatbot, sentiment analyzer, and context analyzer into a single solution elevates self-service proficiency with pre-built intents tailored to specific industries. The chatbot fosters authentic interactions that can automate monotonous, repetitive tasks through tailored workflows and improve contact center KPIs significantly.

See You at LEAP 2024!

Explore how NovelVox and Avaya are transforming the CX landscape with their innovative, future-ready contact center solutions. Drop by our booth for insightful exchanges around AI applications, actionable intelligence, the latest CX trends, and more with NovelVox and Avaya experts.

Date: March 4th to March 7th
Location: Riyadh Exhibition and Convention Center
Booth: #H1A.D70