NovelVox’s Unified Agent Desktop for retail industry provides one-of-a-kind customized agent experience. It provides a unified view of the customer information like customer details, warranty status, recent purchases, tickets along with product details like pricing, stock available in stores, offers running, service center details and more. The agents can now serve the customer queries in no time with all information handy on a single screen view. The agent screen dynamically changes based on the IVR reason code allowing the agent to proactively handle the calls.
NovelVox Supervisor Desktop lets supervisors in retail contact centers to monitor their agents in real-time and view the contact center performance. Supervisors are able to view their agent’s status—whether they are on call, active, available, unavailable etc. This enables supervisors to delegate the workload accordingly without any delay and make informed decisions. This helps in meeting the business requirements and the set KPIs.
NovelVox provides retail-specific contact center solutions to some of the biggest retail stores in the business. Our customized solutions for retail industry provide the contact center agents with a unified view of the customer details like recent purchase history, tickets etc., which enables the agent to provide proactive support to the customer, thereby enhancing the agent-customer experience.