NovelVox

Elevate Customer Experience
with CXInfinity's Omnichannel Engagement Platform

Unlock the potential of digital CX with 100+ powerful features from CXInfinity

Contact Center Compatibility

Omnichannel Integration for Multi-channel
Interactions

Web and Mobile Chat

Email

SMS

Facebook Messenger

Instagram

MS Teams

WhatsApp

Maximize Agent Productivity to Unlock
Growth Potential

Out-of-office templates

Reference Tagging

Swift Notifications

Self Notes

Wrap-up Codes

Customer Profiles

Interaction Transcripts

Interaction History

Advanced Search

Canned Message

Chat Status

Chat Timers

Quill Editor

Alphanumeric Agent IDs

Business Hours-based Chat

Park Email

Forward Email

Reopen Live Email Interaction

Manual Interactions

Cherry Picking

Desktop Notifications

Agent Assist

Web to Case

Stats Bar

State Timers

Enable Effective Communication and
Collaboration

Language Localization

Team Templates

Team Reminders

Team Notes

Team Reason Codes

Chat Transfers

Cross-channel File Share (Social)

Data Sorting (Reason codes & User Management)

Integration and Compliance

State sync with Cisco Finesse

Data Masking

External Email Forward

Make it Easy for Agents with
Chat Widget

Pre-Chat Auto Greeting

Download Transcript

Facebook Wall Monitoring

Offline Message

Offline Form

Out-of-office templates

WhatsApp Templates

Multi-language Support

Field Masking in Pre-Chat Form

Hidden Fields in Pre Chat Form

Post-Chat/Email Survey

Private Reply on Facebook Wall Monitoring

Post Chat Survey on Social Messengers

Post Chat/Email Custom Survey URL

Unsend Messages for Instagram

Pre Chat- Zoho Lead Field Mapping

Agent Sneak Peak

Search with Interaction ID

Edit messages Handling(Facebook)

End Interaction on post deletion(Facebook)

Monitoring and Team Management
for Supervisor

Agent Monitoring & Reporting

Interaction Distribution

Cherry Picking

Interaction Transfer

Requeue Email

Agent Reset

Password Reset

Survey Reports

Wrapup Reports

Barge In

Real-time Coaching

Agent assist Management

Reminders

Notifications

Supervisor Dashboard

Channel-based Interaction Count

Download Chat Transcript

Performance Tracking Reports

Out-of-office reports

Team Statistics

Queue Statistics

Search real-time Interactions

Custom Configurations and Customizations

User Management

Interaction Threshold

Skill Configuration

Queue-Requeue Configuration

Email Configuration

Reason Codes Configuration

SLA Configuration

Email Survey Configuration

Pre-Chat Configuration

Post Chat Configuration

Black List Configuration

System Tags Configuration

Agent Alias Options

Sync with Cisco to Import agents

Social Channel Configuration

Unbranded Widget

Custom Branded Chat Widget

Import Agents from Excel

Cisco Task Routing

MS Graph APIs for Emails

Agent Assist Configuration

Wrap Up Timer Configuration

Interaction Auto Close Settings

NDS Integration

RONA Configuration

Shift scheduling

Configuring Agent Alias

Multifactor Authentication

Agent Workspace Themes

White labeling

Estimated Wait Time for Cisco Task Routing

Support for TLS-Only Email Accounts

Suggestive Templates Configuration

Busy Queue Management

Update Skills (logged-in Agent)

Advanced Intelligent Routing

Attribute Builder

Rule Builder

Context-Sensitive Routing For Chat

Security

OWASP Security

IP Restriction

Advanced Password Policies

Audit Logs

FedRamp-compliant Logging

Additional Integrations/Features

Video Call (WebRTC)

Voice Call (WebRTC)

Co-Browse/Screenshare

iVision Plus

Case Management

Knowledge Base

InfiBot with DialogFlow

InfiBot with RASA

Reporting Plus

Omnichannel Connector

3rd Party Custom Integration

Custom Agent Desktop

Spike Seats

Ready to level up customer
experience
with CXInfinity?

Omnichannel + AI + Happy agents = Best customer service ever

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