Redefine Customer Experience with NovelVox’s Solutions for Telecom
Supporting Agents and Customers
Enhanced Customer Service
Improve Customer Engagement through an All-in-One Platform
Unified Agent Desktop
Novevox provides industry-specific Agent Desktops that help streamline operations by empowering agents with the right, timely, and accurate information to work while dealing with customers
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 meeting SLAs and service level is maintained
Agent Scripting Tool
Ready to use series of dynamic scripts to enable agents to handle calls like a pro with adherence to compliance
Supervisor Desktop
Access to real-time operational and business data, as well as actionable insights, on a unified dashboard, so supervisors can take critical decisions.
Knowledge Base
CTI Connector
Our Smart CTI Connectors empower contact center agents and enables a more effective and efficient call routing process, thus achieving a higher first call resolution rate
Mobile Dashboard
Access to contact center real-time stats and figures for supervisors from mobile dashboards through texts, alerts, and emails when threshold is breached
Historical Reporting
Empower agents and supervisors with an intuitive historical reporting solution that helps create, manage, and schedule reports in one click.
AI Enables Seamless CX Across Multiple Touch-points
Improved agent capability to deliver fast and dependable service
- Intelligent Chatbots and Voicebots
AI capabilities supplements live agent support helping with faster resolution of customer issues
- Natural, Human-like Interactions
Using Natural Language Processing (NLP) technology to make conversations smooth and seamless
- Conversational AI and Transition to Agents
Customers often want to converse digitally, and bots make the transition of complex queries to human agents easier
Boost Customer Satisfaction with Personalized Communications
- Multi-channel Support
- Personalized Service
A mini-CRM that displays relevant customer details even before the call connects for a personalized experience
- Quick Resolutions
With the caller’s details and past interaction history on hand, the agents can resolve calls faster, lowering hold and handle time
- Monitor Performance and Improve Experience
Contact center management can oversee efficiency and service levels and make initiatives to boost productivity leveraging real-time actionable intelligence
- Cost Savings
Smooth digital interactions (website chat feature) with customers help reduce costs
Leverage Solution for Multiple Use Cases
Customer Service
Sales
CRM
Ticketing
Billing
Payments Reminder
Experiences for Informed Customers
Connect with Customers on their Channels
Novelvox’s solution has powerful features that integrate with multiple touchpoints to reach the customers wherever they are and address their needs or resolve their issues.
Social conversations
Drive greater satisfaction and loyalty by responding to each interaction personally
Voice and video chat
Personalized and differentiated customer service to improve first call resolution
People-assisted and Automated
Integrated and unified solution
NovelVox is a leader and pioneer in providing industry-specific contact center agent desktops and wallboards. Seamlessly integrate core apps including Microsoft Active Directory, Aurus, Simcom, BMC, Oracle, Siebel, Uptivity, Verint, Calabrio, MS Teams, and dozens more. Novelvox solutions for the telecom industry enable you to create your business-specific configurations, rules, dashboards, and reports. The sector is quite competitive and has a high attrition rate. Empower the agents with an integrated solution offering 360-degree customer information without switching screens to provide an exceptional customer experience.
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
