Are your agents heavily focused on toggling screens and navigating applications and less focused on a great member experience?

Build loyalty and higher member satisfaction with Credit Union Unity — unified contact center solution provides integration and automation to your telephony and your backend systems.

A great member experience starts with a great agent experience

Drive positive and personalized member experience with a unified agent desktop

Agents can instantly access member’s profile, account details, and more with seamless integration with Jack Henry, Fiserv, Symitar, FIS and more. Offer your members a personalized experience with the following benefits:

  • Know your member before you answer the call
  • Address caller by the first name
  • Stay focused throughout the call with a unified view of customer information
  • Stay proactively informed with up-sell and cross-sell opportunities
Unified Agent Desktop

Increase agent’s productivity and high-quality member experience with integrated solutions

When agents know the caller and interaction history in advance, they can dive straight into the relevant conversation without putting the caller on hold or toggling multiple systems. Maximize the agent’s capability to take and resolve calls.

  • Reduce Average Handle Time (AHT) with screen switches based on IVR inputs
  • Empower agents with right member information to lower hold time
  • Improve First Call Resolution with unified view of customer details and issues
Unified Agent Desktop

Seamless integration with Supervisor

Equip your agents and supervisors to deal with more challenging issues by collaborating with the NovelVox supervisor desktop. It enables the experts or supervisors to monitor agents while on calls and coach them over live conversations.

  • Manage and monitor agent performance for improved customer experience
  • Guide agents on handling conversations with live barge-in
  • Better agents’ performance with planned training/reskilling
  • Improve team coordination with agent to agent and agent to supervisor chat
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Actionable insights for improved team performance

Present real-time performance indicators for agents to motivate them to do their best. Intuitive and interactive wallboards to effectively monitor agents’ performance. With seamless integration, the data from IVR, calls, and other variables is transformed into actionable insights displayed on wallboard.

  • Monitor agent real-time performance
  • Motivate agents with the excellent performance displayed on the floor
  • Improve the efficiency of agents with healthy competition
  • Configurable thresholds and alerts to remind agents of KPIs, and respond promptly
  • Broadcast to display important messages
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Compare Plans

Credit Union Unity Lite

  • Display Data in Screen POP
  • Contact Center Integration with
    • Symitar Episys Quest
    • Fiserv DNA Solution
  • Ready integration with-Cisco Finesse & Avaya

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Credit Union Unity Plus

  • Display Data in Screen POP
  • Contact Center Integration with
    • Symitar Episys Quest
    • Fiserv DNA Solution
  • Supervisor Desktop
  • Standard Wallboard
  • Ready integration with-Cisco Finesse & Avaya

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Credit Union Unity Advance

  • Customized Credit Union Agent Desktop
  • Customized Supervisor Desktop
  • Integration with
    • Jack Henry Associate
    • Symitar / FIS / Fiserv
    • CRM / Ticketing
    • Bespoke Application
  • Ready integration with- Cisco Finesse & Avaya
  • Interactive & Gamified Wallboards

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Seamless Integration with

Dedicated Customer Success Manager

24/7 Support &
Training

Self Help YouTube
Channel

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