NovelVox Cisco ECE Integration & Interaction History Gadget
Empower your agents with NovelVox ECE gadget to create positive customer experience.
Integrate Cisco ECE with 3rd party applications from our largest library of integration. Connect your database with 70+ applications for improved resolution in the first interaction as relevant customer data is displayed on the screen ones there is an incoming chat or email. Applications such as CRM, ticketing, legacy system and more can be seamlessly integrated with this gadget. It enables agents to have proactive conversation via different communication channels.
View interaction history timeline of customer on Cisco Enterprise Chat and Email via different communication channels. An agent is updated about the details on last interaction that reduced Average Handle Time (AHT). Customers do not require to repeat the interaction details. Agents can instantly inform the status of a query on Cisco ECE Email or Chat regarding the ticket raised to the respective customer, allowing them to create a better customer experience.
Save significant 15-20 seconds of agent’s time lost in switching screen. A single screen view of customer details is available with integrating your desktop with 3rd party applications. Equip your Cisco contact center agents with customer details that are displayed on the screen whenever there is an email or chat from a customer. Create better customer experience with reduced AHT and higher First Call Resolutions (FCR). Boost your omnichannel customer experience with Cisco ECE and NovelVox gadgets.
Optimize your desktop interface with easy drag and drop designer studio to enhance the customer experience. This gadget allows ‘do it yourself’ customization of fields without the need for coding. It is the industry’s first designer studio that allows optimization of the interface basis business needs. It reduces AHT as agents are not distracted by unwanted information. There are predefined industry-specific templates as well to choose from.