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Being a leading financial group in Saudi Arabia, it was quite obvious for agents to deal with huge call volumes everyday. However, due to disconnected backend systems and manual processing methods, the agents were taking days to resolve customer queries as common as updating bank account details, issuing passbook, etc.
NovelVox integrations helped integrate all the core apps and backend systems the agents were using to handle customer interactions. The contact center data was unified and optimized to empower agents with complete customer information on a single screen. Furthermore, the additional productivity gadgets deployed ensured that teams collaborate effortlessly even during the live conversations, leading to stronger team management and better call handling times.
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