NovelVox

Enhance Engagement and Transform Experience of Insurance Customers

Empowered Agents Delivering Personalized Interactions to Policyholders

Insurance Solution

Immersive Customer Service

Exceed Customer Expectations with
Customer Delight

NovelVox’s solution for insurance companies leverages Agent Accelerators, CTI Connectors and Wallboards to provide a differentiated customer experience. Insurance companies have diverse products and services, requiring quality customer care and service while policyholders expect faster and reliable services thus raising the bar for insurers to meet varying customer needs. NovelVox helps contact centres in the insurance segment address customers’ requests, provide personalized services and deliver value through better customer service and technology-enabled solutions.
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Unified Agent Desktop

Agent Desktop helps streamline operations in the insurance sector by empowering agents with the right, timely, and accurate information to offer seamless customer engagement without switching screens
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Wallboard

iVision Wallboard is an interactive and intuitive wallboard that gives a 360-degree view of the agent’s and team’s performance, with real-time statistics, ensuring adherence to service level agreements

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CTI Connector

The universal CTI connector integrates with third-party applications, increasing agent efficiency that helps address calls faster
Contact Center Case Management

NV Desk

Modernized ticket management with pre-built CTI and reporting. Quick deployment through cloud-based setup, no extra integrations needed.

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Supervisor Desktop

Supervisors have access to powerful tools to oversee operations and monitor stats on agent and contact center performance

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Historical Reporting

Uplift the value of your contact center data through Reporting Plus’ insightful historical reports and dashboards. Now, Create, Manage, and Schedule reports in one click
Insurance-focused Smart AI Tools

Using AI Capabilities for High Customer Satisfaction

NovelVox leverages Artificial Intelligence-powered intuitive tools to help insurance companies achieve customer retention by satisfying customer needs at every touchpoint. NovelVox’s solutions for the insurance industry is customizable to suit its specific needs. Automated underwriting and claims services saves time and brings down costs.
Improved agent capability to deliver fast and dependable services
AI capabilities supplements live agent support reducing customer frustration due to high wait times, as they could be waiting for application status, claims or payments
Using Natural Language Processing (NLP) technology to make conversations smooth and seamless
Policyholders and potential customers often want to converse digitally, and bots make the transition of complex queries to human agents easier
Insurance Solution
Insurance Solution
Optimized and personalized CX

Boost Customer Satisfaction with Personalized Communications

Keep the conversation open – anytime, on any channel. It works across multiple digital channels, whether webchat, email, text message, voice, or video chat
Customer information is displayed as soon as the call connects, providing agents with sufficient data to provide personalized services

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

Contact center management can oversee efficiency and service levels and make initiatives to boost sales leveraging real-time actionable intelligence

Smooth digital interactions (website chat feature and self-service options) with customers help reduce costs

Insurance-specific solutions helping improve
customer satisfaction

request
Raise requests
appointments
Set up appointments
Purchase policy
Purchase policy
Renew policy
Renew policy
Policy coverage information
Policy coverage information
Updating customer
Updating customer and policy details
refund
Policy refund information
Underwriting
Underwriting
Claims processing
Claims processing

Leverage Solutions for Multiple Use Cases

1

Customer Service

2

Sales

crm

CRM

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Ticketing

Experiences for Informed Customers

Connect with Customers on
their Channels

Novelvox’s solution provides multiple touchpoints for sophisticated customers using an omnichannel approach so they can easily contact the insurers and have their questions or issues resolved, whether it is around requesting a quote, filing an application or making a claim,

Social conversations

Drive greater satisfaction and loyalty

Webchat and in-app

Automated bots manage conversations so customer queries on plans and offerings are resolved on the fly

Text messaging

Faster response through texts

Voice chat, video chat and co-browse

Personalized communications for better engagement

WIDE CONTACT CENTER INTEGRATION

NovelVox Solutions: Ideal for All Contact Centers

Unlock the power of NovelVox solutions in the insurance sector. Deliver seamless compatibility with top contact centers such as Cisco Finesse, Webex, Avaya, Genesys, Amazon Connect, Five9, Zoom, Nice and Dialpad. Our purpose-built offerings are poised to meet all your Insurance support requirements with unmatched ease.

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People-assisted and Automated

Integrated and unified solutions

NovelVox is a leader and pioneer in providing industry-specific contact center agent desktop and wallboard solutions for Cisco Finesse, Webex, Genesys, Amazon Connect, Five9, Zoom, Nice and Dialpad contact centers. These tools effectively integrate with phone lines, CRMs, and other popular software tools used in the insurance industry including core apps like Infosys Finacle, FIS, GuideWire, and Oracle. With higher FCR and lower AHT, the next-generation integrated solution helps insurance companies resolve customer queries, better engage with customers, and improve operational performance.

Ready to uplevel your customer experience and convert more leads?

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

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