NovelVox

Differentiated Experience for Members of Credit Union Contact Centers

Provide Delightful Member Experience, Increase Loyalty, and Empower Agents

Credit union

Improved Support for Credit Union Members

Provide experiential service

NovelVox’s Credit Union Unity solution for credit unions enables personalized experience for their members across multiple channels. With integration and automation for the backend systems and telephony, the credit union agents can handle high call volume and address issues, enabling a 360-degree view of member information. The Unified Agent Desktops, Supervisors Desktops, and Wallboards for credit unions equip agents and supervisors to deliver customized services and achieve optimum performance

Unified Agent Desktops

Agent Desktop has ready integration with third-party applications. It is optimized for each credit union to deliver a personalized member experience and saves time for the member and the agent

Contact Center Case Management

NV Desk

Powerful ticket management with pre-built CTI and reporting capabilities. Go live faster with cloud-based setup. No more additional integrations or CTI connector required.

Mobile Dashboard

A mobile dashboard for real-time monitoring ensures the contact center meets its KPIs

Supervisor Desktop

Drive smooth contact center operations by monitoring performance in real-time

Wallboards

iVision Wallboard is an interactive wallboard for credit union contact centers, providing valuable inputs to agents so they can optimize their performance. It gives supervisors a unified view to monitor their agent’s performance and offers prompts to intervene when required

Historical Reporting

Maximize the value of your contact center metrics through insightful historical reports and dashboards. Edit, Execute, Enable, Disable, and schedule reports in one click

Credit Union-focused AI Tools

AI Capabilities for a Better Member
Experience

Empower agents to provide fast, accurate and trustworthy service

Intelligent Chatbots

Powered by Conversational AI and intelligent capabilities like chatbots, members get instant and reliable support.

Natural, Human-like Interactions

Leveraging Natural Language Processing (NLP) in tools to make conversation flow naturally between virtual agents and members.

Easy Conversations and Transitions

Members converse easily with bots, and complex queries are transferred to human agents.

Agent Assist

With an integrated knowledge base and pre-defined inputs, the bots respond with the most appropriate response and provide helpful suggestions.

Cognitive Search

Accurate searches and faster response with less hold time.

Email Assist

With templates and automated settings, Email Assist saves time and makes member interactions and case processing faster.

CXInfinity for Credit Unions

Drive Member Satisfaction with CXInfinity

Multi-channel Support

Keep the conversation open anytime, on any channel. It works across multiple digital channels, whether Webchat, Facebook, WhatsApp, Twitter, email, text message, voice, or video chat

Personalized Service

Every time a member calls, the agent has the required information, calls the member by name, has context during the conservation, and upsells or cross-sells

Quick Resolutions

With the caller’s details and past interaction history on hand, the agents can resolve calls faster, lowering hold time

Monitor Performance and Improve Experience

Collaborating through the supervisor desktop, supervisors can manage and monitor agent performance for improved member experience

Cost Savings

Saves up to 30% operational costs by reducing your Average Handling Time (AHT) and improving First Call Resolution (FCR)

Leverage CXInfinity for Multiple Use Cases

Seamless Omnichannel Engagement

Connect and Engage with Members on their Channels

Expand your contact center capabilities with live chat, messaging, and social — and bridge the gap between your center and the members

Web chat and in-app

Real time conversations through an easy interface

Social conversations

Drive greater satisfaction and loyalty

Voice and video chat

Personalized interactions, delighted customers

Text messaging

Expedite support and boost operational efficiency

Co-browse

Offer live assistance to speed up resolutions

Holistic Self-Service for Members

Orchestrate Seamless Member Experiences with Optimized Journeys

Unlock the potential of self-service solutions for your credit union members. Enable members to manage their everyday banking needs directly from the IVR or through an Intelligent Virtual Assistant (IVA) – fully integrated with core banking apps, databases, and more.
Empower members to check balances
Empower members to check balances, transfer funds, and experience a smooth authentication process, reducing their wait times.
Integrate IVR and IVAs
Integrate IVR and IVAs with core banking applications such as FIS, Fiserv, Jack Henry, etc. – providing members with seamless access to account information.
Automate interactions across 5+ digital channels allowing members to self-serve their queries through preferred channels
drag and drop designer
Streamline the backend connections with an intuitive drag-and-drop designer studio environment, taking the heavy lifting off your IVR and ensuring heightened member satisfaction
Holistic Self-Service for Members

People-assisted and Automated

A Robust Contact Center Infrastructure
Delivering an Omnichannel Customer Experience

NovelVox improves the automatic call distribution (ACD) capability for Aspect, Avaya, Cisco, Genesys, Interactive Intelligence, or Unify contact centers with a solution that is much simpler to implement and scale. Voice, email, instant messaging, web chat, social media, video, and mobile applications are among the channels for engagement that use both human agents and technologies.

Digital Omnichannel Member Engagement Platform

Engage with members across multiple channels seamlessly and provide full service to members
24/7

Industry-specific
Workflows

The NovelVox’s Credit Union Unity suite meets specific needs of credit union contact centers, including workflows and integrations

Unified
Interface

Manage all channels over a unified interface through a powerful Agent and Supervisor
Workspace

EXHAUSTIVE CONTACT CENTER INTEGRATION

NovelVox Solutions Suited for All Contact Centers

Embark on a transformative journey with NovelVox solutions tailored for the Credit Union industry. Seamlessly integrate with leading contact centers like Cisco Finesse, Webex, Avaya, Genesys, Amazon Connect, Five9, Zoom, and Dialpad. Elevate member experiences to new heights and improve support services with custom-built solutions from NovelVox.
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Customized for Credit Unions

Capabilities and Technologies Built
Exclusively
for Credit Union Contact Centers

NovelVox’s Credit Union Unity solutions help credit unions meet the members’ demands by providing personalized services for Cisco Finesse, Webex, Genesys, Amazon Connect, Five9, Zoom and Dialpad contact centers. Based on the solution plan, it has ready integration with Jack Henry, Symitar, FIS, Fiserv, CRM 360, Infosys Finacle, and Oracle.
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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