CXInfinity Voice & Video Chat

Digitally Transform Your Existing Cisco Contact Center at Low Cost

Seamless Upgrade, Minimal Friction

Digital Engagement

Offer the best engagement and support with a range of digital messaging tools.

Conversational AI

Engage in warm, natural, automated conversations that impress and delight customers.

Integration and Unification

Connect with audiences across any channel from just one window.

Intuitive Tools for Agents

Boost Agent Performance
and Productivity
with Rich Suite of Tools

Leverage intuitive workflow tools and useful resources to maintain high workforce productivity, efficiency
and profitability. Improve agent experiences to ensure peak performance, create happy customers, and
garner great business results.

Single, all-in-one desktop with multiple applications and seamless interaction flows from a single interface.

Standardize customer communications, and ensure that agents can easily handle different kinds of interactions.

Simple way to manage more customer interactions faster and more efficiently.

Equip agents with the information they need to create happy customers in fewer interactions.

Deliver top-notch customer service from a “remote” contact center with just a Smartphone and an Internet connection.

Quickly raise, resolve or transfer cases without losing conversational context, or wasting unnecessary time.

Real-time Supervisor, Reporting and Monitoring Tools

Aim for Top-notch Performance
and Address Gaps Quickly

Supervisor Desktop

Offer the best engagement and support with a range of digital messaging tools.

Real-time Monitoring

Monitor agent performance in real-time, and proactively address areas of improvement

Historical Reporting

Evaluate historical data, and make informed decisions to drive better customer experiences and improve business outcomes.

Agent Dashboard

An intuitive, visual interface that displays key metrics so agents can take charge of their own performance.

Conversational AI

Automate Conversations at Scale for a
Wide Range of Use Cases

Deliver personalized, meaningful experiences with a Conversational AI-powered Cisco contact center. Leverage intelligent voice and chatbots to enhance digital engagement for Level 1 queries. Integrate all the tools you need to connect with customers and scale up your Cisco contact center – without increasing costs

Real-time Supervisor, Reporting and Monitoring Tools

Boost Conversions, Lift Sales and Increase Profits with Cisco-specific Solutions

Unlock the possibilities of rich customer experiences and improved financial performance – with NovelVox. Implement unified, omnichannel communications to deliver quality service, raise performance and efficiency, and even surpass customer expectations – while lowering operational costs.

Seamless Digital Engagement

Augment Your Cisco Capabilities and Enhance End-to-end Customer Journeys

Add the power of digital channels to your contact center. Get an in-depth view of customer journeys, and support them at every stage. Garner their long-term loyalty and support with the digital toolset from NovelVox – specifically designed for Cisco contact centers.

Real time customer conversations through an easy, low-friction interface

Leverage social opportunities to drive greater customer satisfaction and loyalty

Expedite customer support, and boost operational efficiency at scale

Personalized interactions lead to delighted customers

Offer live assistance to speed up resolutions

NovelVox AI and NLP

Transform Customer Experiences
to Garner Brand Loyalty at Scale

NovelVox brings powerful AI and NLP capabilities to automate customer conversations at scale – without
losing the human touch. Engage with customers in ways they prefer, and see the impact on their
experiences, and ultimately on their loyalty to your brand.

Chatbots

Set up smart omnichannel chatbots that engage in human-like conversations, and deliver quick resolutions to Level 1 queries.

Voice Bots

Automated responses to standard enquiries, reduced waiting times and improved quality of service with customizable AI-powered voice bots.

Sentiment Analyzer

Connect with audiences across any channel from just one window.

Agent Assist

Deliver the most appropriate response to a customer query with inputs from the integrated Knowledge Base.

Cognitive Search

Analyze and understand user search queries, and deliver a contextually-relevant response.

Email Assist

Make the most of every email interaction with relevant answers, and minimal waiting time.

Ideal for On-prem Cisco Contact Centers

Solutions Designed to Drive High Performance and Scalability at Minimal Cost

Increase first contact resolution, maintain a high uptime, and enhance customer satisfaction to ensure your contact center’s success. Do all this and more with your existing Cisco platform with best-of-breed solutions from NovelVox.

NovelVox tools seamlessly integrate with your Cisco platform, so you can get going quickly

Choose your deployment option based on business and customer needs

Single-box solution for speedy installation, and quick go-live

Define your own unique use case(s) and get started without complex coding or technical sleight-of-hand

Integration-ready

Integrate with a Range of Business
Platforms and Tools for Exponential
Results

Leverage dozens of third-party integrations to sync multiple business functions and eliminate sub-optimal
data silos. Get the right information at the right time from disparate data sources including CRM
and ERP platforms, financial applications, and ticketing tools.

Integration-ready

Integrate with a Range of Business
Platforms and Tools for Exponential
Results

Leverage dozens of third-party integrations to sync multiple business functions and eliminate sub-optimal
data silos. Get the right information at the right time from disparate data sources including CRM
and ERP platforms, financial applications, and ticketing tools.

Banking & Finance

Credit Unions

Healthcare

Resources

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Agent Experience

“Will You Still Make Me Repeat My Story.”

Agent – “Hi, I am Niomi from XYZ company. How may I help you today”? Customer – My washing machine broke, need to get it repaired. Agent – Sure, sir,

21.10.2021

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Contact Center Solutions

10 Great Insights from Contact Center Survey for Better Customer

The contact center is evolving rapidly in terms of technology, agent and customer experience. NovelVox being a contact center solution provider, believes in staying updated with contact center expectations and

26.02.2020

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Agent Experience

101 Guide to Call Center Agent Script

 “Good morning Mrs. Jenny, this is Emma calling from XYZ company. Can I have 5 minutes of your time……” Does this sound similar? Yes, the call center agent script it

26.07.2019

10:35 am

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Contact Center Solutions

11 Ways to Minimize Contact Center Shrinkage

Is your contact center business showing a drip? Are customer complaints increasing every day? Or the number of calls on hold is growing like never before? It can be an

06.11.2019

11:57 am

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Contact Center Solutions

15 Things For Reducing Average Handle Time

In a contact center, average handling time (AHT) is one of the key aspects to measure its overall performance. It provides insights into the contact center agent’s performance, and, also,

30.07.2021

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Agent Experience

15 Ways to Maximize Contact Center Agent Productivity

Creating a memorable customer experience is the end goal of every contact center. To achieve this, contact centers need a seamless amalgamation of technology and an agent’s efficiency. So, it

23.04.2020

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Contact Center Solutions

3 Contact Center Solutions Must-Have in 2022

What if you got the powers to travel into the future? What’d you do? Explore different realms of the world? Well, Marvel movie characters are doing enough of that! A

13.01.2022

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Contact Center Solutions

3 Ways to Boost FCR and Reduce Customer Churn

First Call Resolution (FCR) is said to be an indispensable factor for a contact center to measure and improve. It tells you how efficiently the agents handle the calls, how

16.07.2021

08:16 pm

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Contact Center Solutions

4 Integration Challenges for Modern Contact Centers

A few years ago, a contact center was considered a “non-strategic” part of an organization’s business operations – important but not mission-critical to its long-term goals. Over the past few

30.11.2020

06:14 pm

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Agent Experience

4 Smart Strategies to Improve Agent Productivity

Customer service is no more the way it was decades ago. From answering calls and issue redressal it has come off a long way. Today, it’s more about delivering customer

25.05.2021

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Others

16 Things to Consider when Selecting the Right Contact Center

Cost is no more the deciding factor for contact center software selection Contact center industry is undergoing numerous advancements that are targeted to achieve ever-rising customer expectations for a personalized

15.09.2021

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Others

25 Top Predictions for Contact Centers in 2020

Creating customer experience goes beyond using Contact Center Software When it comes to expectations from contact center industry, customer experience continues to be atop. Now the customer will not be

02.11.2021

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Others

40 Questions to Consider Before Buying a Contact Center Agent

Planning to buy or upgrade your Contact Center Agent Desktop? While getting ready to install new contact center agent desktops, there are a number of questions and doubts that you

23.10.2021

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Others

9 Steps Cheatsheet to Excel in WhatsApp Customer Engagement

Customer engagement needs to be transformed with time to meet the ever-evolving CX. The old school tricks and technology exist no more. With depletion in the customer base, it can

29.07.2021

07:23 am

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Others

Chatbots to the Rescue – Customer Experience Redefined

From regular conversations to seasonal rush, chatbots deal it well Adapting to the changing environment is necessary for survival, and the same goes for the customer experience (CX) industry. Businesses

17.12.2020

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Others

Checklist to build a Modern Digital Credit Union

Personalize and enhance member experience with top Credit Union contact center technologies Delivering a great member experience is not a piece of cake. It is a challenge even for Credit

19.08.2021

05:47 am

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Others

Dealing with Annoyed Customers: Turn Challenge into an Opportunity

Contact center solutions are powerful enough to make or break the customer experience You can imitate the best products but not the customer experience. And the present era is all

27.10.2021

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Others

Discover 10 Questions You Need To Ask Before Upgrading To

Boost real-time engagement across channels Customer engagement needs to be transformed with time to meet the ever-evolving CX. The old school tricks and technology exist no more. With depletion in

10.09.2020

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Others

Enhance Member Experience with Screen Pop & Agent Desktop for

Empowering your employees to create an exceptional member experience In the digital era, repeatedly identifying themselves to the Credit Union is highly frustrating for the members. This increases call handle

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Others

Exploring Possibilities with CTI Connector Integrations

According to a study, 70% of customers do not favor repeating information to representatives each time. Whereas 60% of people consider long wait time is one of the most frustrating

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