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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The customer service industry is evolving rapidly to improve customer experiences. Yet, reports say that 60% of First Contact Resolution (FCR) failures are because of agents’ inability to access the right data. Also, according to the CCW Market Study in 2021, scattered & unorganized data is the biggest challenge for 47% of organizations.
As a result, agents spend a major part of the day finding and arranging relevant data related to customer details, transaction history, previous interactions, & more. Subsequently, this results in loss of call quality, context, long hold time and frustrated customers. Irrespective of the industry your business is catering to, contact center tools act as the magic wand to delivering CX.
Advanced NovelVox Amazon Connect Agent Desktop is here to change these facts and revolutionize customer service.
Deliver exceptional customer experience for banks and financial institutes with unified and integrated Agent Desktop for Amazon Connect contact center. Seamlessly integrate Amazon Connect agent desktop with core banking applications including Jack & Henry Associates, Symitar, Fiserv, FIS, Finacle and other 3rd party applications.
NovelVox offers department-specific templates too, such as loan account, cards department and so on. From viewing customer transaction history to ticket management to other banking activities, all can be done from a single interface without switching screens.
Agents don’t have to navigate through multiple screens to find patient information. The integration with EMR/EHR, including EPIC, Cerner, Aetna, etc. enables agents to view information such as details of the last appointment, reports, doctor’s availability and more. Eventually, reducing the wait time and chances of an unpleasant experience.
NovelVox Agent Desktop for Amazon Connect allows agents to transfer calls to the concerned departments without losing the call context or interaction details. An agent is completely empowered to handle every call like a pro with the following details:
According to a survey, almost 65% of agents find it challenging to juggle between 3-4 different business applications & multiple communication channels. An advanced NovelVox agent desktop resolves the issue by integrating CRM and ticketing applications for the Amazon Connect contact center. It provides a unified experience to agents and optimizes their performance by many folds.
The dynamic screen switch with IVR inputs makes interactions more focused. An agent can guide the caller regarding their defined policy without wasting time in asking their details, policy number, contact number and so on. Personalized experience from Amazon Connect agent desktop for insurance helps businesses grow trust. Now agents can:
Companies are striving to create a personalized customer experience that meets buyer’s needs in the most precise manner. A report by Accenture says that 73% of customers prefer companies that use their personal data to create a relevant shopping experience. When agents have easy access to various touchpoints through which the customers interact with the business, they have an edge in providing personalized shopping experiences. And this is achievable for your Amazon Connect contact center with a unified and integrated NovelVox Agent Desktop.
It offers seamless integration with 3rd party applications. Now agents can reduce call handle time and improve call resolution from the advanced Amazon Connect Agent Desktop. Further, the interface can be customized basis business requirements for agents to focus only on relevant fields. Agent are benefited with features like:
Time management & performance go hand in hand. In the telecom industry, there’s no time to struggle between screen but to focus on delivering seemaless customer experience. Coupled with the high attrition rate in the customer service industry, training drains a sizable amount of time & effort as new employees keep filling in.
Here, Amazon Connect Agent Desktop for telecom allows agents to focus on things that matter the most—ensuring customer satisfaction. It offers seamless integration with Oracle SIEBEL, SAP or any other 3rd party applications. An agent can now handle billing queries, update plans and resolve more queries from a single desktop without switching screens. An agent can access information like:
For members, a call to credit union is all about serious discussion related to finances. There’s no time to engage agent into training or juggling with screens to fetch caller information. For Amazon Connect contact centers, it is much easier as the unified and integrated Agent Desktop enable agents to focus on conversation with members instead of struggling with technology.
NovelVox offers integration with core applications like Symitar Epysis Quest or Fiserv DNA, FIS, etc. A member can be guided to resolution without switching screens from their Amazon Connect Agent Dashboard. Agent is empowered with features like:
Government departments, counties and federal governments need to handle citizens’ queries day in and day out. In such tight schedule agents seek a power-packed contact center solution, i.e. Amazon Connect Agent Desktop, that ensures high-level citizen experience. NovelVox offers a unique desktop for each department. The unified solution enables agent to access all citizen information even before the call is answered. Some amazing features of this industry-specific desktop include:
Simplifying work, unifying processes, personalizing experiences, minimizing time wastage & analyzing performance are crucial factors in optimizing performance but are incomplete without a motivated & happy agent. By decreasing manual work & automating processes, agent desktops help you tick the happy agent factor. Thus, they are now more likely to create memorable experiences for your customers as well.
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