NovelVox
CXInfinity for Service

Your Go-To Platform for Reliable Service
on Every Channel

Introducing CXInfinity: your ultimate ally in delivering exceptional customer service. With our AI-powered, 360-degree customer experience software and Case Management platform, you can deliver seamless and timely service across all communication channels, because every interaction matters.

Empowered Agents. Satisfied Customers.

Digital-First Approach & Self-Service

Seamlessly manage customer inquiries across digital channels like chat, email, social media, and messaging apps, ensuring a consistent and responsive service experience.
Bring in the power of generative AI to your customer service. Appoint generative-AI based chatbot and automation to deliver instant assistance and personalized, contextual conversations on every channel.
AI-powered chatbots offer instant responses to common queries and guide customers through self-service workflows, providing personalized assistance and reducing reliance on live agents.
Break down language barriers and bring in hyper-personalization by engaging with your customers in their native language across all digital messaging platforms.

Streamlined Case Management

Consolidate customer inquiries from various channels into a unified inbox, allowing agents to view and manage tickets from email, chat, social media, and other digital channels in one centralized location.
Create pre-defined customized workflows to automate processes, repetitive tasks, and decision-making. Track escalations, response time, and resolution rate, ensuring SLA adherence and compliance.
Automate ticket creation and routing based on predefined rules and criteria. Utilize round-robin and least load algorithms to distribute tickets evenly among agents or teams, optimizing workload distribution and ensuring fair allocation of resources.
Automatically categorize and tag incoming tickets based on their content, enabling faster and more accurate ticket triage and routing. Organize the contact reasons, flag the smaller issues and highlight the urgent ones.
Streamlined Case Management

Seamless Agent Experience

Give your agents a single, user-friendly hub to handle all customer interactions effortlessly, from past interactions and ongoing cases to customer profiles. Gain valuable insights for providing personalized service that truly connects with customers.
Streamline customer service with smooth transitions between bots and agents. Allow bots to handle routine tasks and seamlessly transfer to human agents when a personal touch is required, ensuring a seamless customer journey.
Tailor your dashboard to suit your agents’ preferences, providing them with the tools and information they need for maximum productivity. Start off strong with customizable designs that help your team stay focused.
Ensure every customer interaction is in good hands with our multi-skilled agent routing system. Assign each interaction to the most suitable agents, ensuring exceptional service that fosters satisfaction and loyalty.
Seamless Agent Experience

Insightful Reporting and Team Management

Empower your agents with intuitive performance dashboards to stay updated on their progress and aligned with daily and weekly goals. These dashboards not only provide key metrics but also foster motivation by allowing agents to compare their performance.
Access comprehensive reports and performance metrics in one centralized location, covering sales, ticketing, surveys, and other valuable data. Drive performance and productivity with actionable insights from integrated reports.
Take control of your team’s performance and enhance customer service quality with supervisor access. Supervisors can manage performance, control conversations, and intervene as needed to ensure superior service delivery.
Stay on top of every issue requiring follow-up with agent and supervisor reminders. From the beginning to the end of each workday, prioritize customer service needs and ensure timely resolution for a seamless experience.
Insightful Reporting and Team Management

AI-Powered Customer Service Simplified

Why Choose CXInfinity for Service?

Transform your service experience with CXInfinity and unlock the full potential of your customer support operations.
Enhanced Customer Satisfaction

Enhanced Customer Satisfaction

Deliver personalized and efficient service experiences that exceed customer expectations, fostering long-term loyalty and advocacy.
Increased Operational Efficiency

Increased Operational Efficiency

Streamline your service operations with intelligent automation and routing, reducing response times and optimizing agent productivity.
Actionable Insights

Actionable
Insights

Leverage advanced analytics to gain valuable insights into customer behavior and service performance, enabling data-driven decision-making and continuous improvement.

Comprehensive Overview of
Product Features

AI-Driven Workflows

  • Agent assist ( CCAI)
  • AI Chatbots
  • Self Service Flow Builder
  • Chat Deflection
  • Auto Summarization and tagging of Interaction
  • Automatic Detection of Intents
  • Sentiment Analysis
  • Workflow Builder for Automations

Enhanced CX

  • Cherry Picking
  • Co-Browsing with Customer
  • Extensive Notifications through Email
  • Post Interaction Survey
  • Rule Based Routing
  • SLA and Business Hours Adherence
  • Social Listening and Automatic Ticket creation
  • Ticket Survey
  • Video Calling

Omni-Channel Engagement

  • Omni-Channel Agent-Customer Interactions
  • Contact Manager
  • Omni-Channel Case Management

Integrations

  • CTI Connector for all major ACDs
  • Out of the Box ACD Integrations

Increase Agent Efficiency

  • Advanced and Quick Search
  • Canned Responses and Quick Actions
  • Dynamic Tickets Forms and Views
  • Linked Tickets
  • Manual and Automatic Ticket Assignment
  • Requeue and Transfer
  • Role Right based Access
  • Agent Notes and Tags
  • Group Chat
  • Multi-lingual support
  • Team Notes for Email

Enhanced Admin and Supervisor Controls

  • Cherry Picking
  • Custom Status
  • Configurable Locale
  • Quality Monitoring
  • Real time Queue and Agent Status Display
  • Rule Based Routing
  • Supervisor Whisper
  • Smart Agent Assignment for Cases
  • Supervisor Assistance ( Silent Monitoring and Barge IN)
  • Auto Acknowledgement and Queue Greeting Configuration
  • Multilevel Categorization

Unified Reporting

  • Out of the Box Reports and Dashboards
  • Enhanced Graphic Chart & Reporting and Scheduling Reports
Ready for Happier Customers?

Schedule a demo today to learn how you can close more sales, retain more customers and get more referrals

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Get certified to include NovelVox products in your offerings and get a commission each deal when you resell.

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Develop your own integrations with NovelVox and get access to all our pre-built tools and proprietary solutions.

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Overview

  • We enable brands to create superior agent and customer experience by offering next-gen contact center integrations with 75+ third-party applications.
  • 75+ third-party app integrations
  • 15+ Years of Experience
  • 300+ Deployments in 20+ Countries

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Overview

  • We enable brands to create superior agent and customer experience by offering next-gen contact center integrations with 75+ third-party applications.
  • 75+ third-party app integrations
  • 15+ Years of Experience
  • 300+ Deployments in 20+ Countries

Hate filling out forms?

Speak to us right away. We are available every hour of the day and each day of the year.

Explore NovelVox Solutions

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