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

NovelVox’s omnichannel contact center solution is suitable for businesses in the telecommunications sector who want to offer a differentiated experience to their demanding customers. With high call volumes, various products, packages, and a wide range of service issues, customer engagement is a key strategy for contact centers in this industry. A negative experience can lead to customers disengaging and discontinuing services from the telecom provider. NovelVox’s solutions are PCI DSS compliant and have industry-specific features.

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

NovelVox’s smart Knowledge Base software is committed to scale self-serve and support agents through an integrated repository of articles. Features like Article Predictor, Rich Text Editor, and more ensure seamless content sharing & management.

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.

Industry-focused Smart AI Tools

AI Enables Seamless CX Across Multiple Touch-points

NovelVox leverages Artificial Intelligence-powered intuitive tools to help telecom companies achieve customer retention by satisfying customer needs at every touchpoint. Chatbots, voice bots, and machine learning technology can all be integrated into your contact center to reach customers through many channels.

Improved agent capability to deliver fast and dependable service

AI capabilities supplements live agent support helping with faster resolution of customer issues

Using Natural Language Processing (NLP) technology to make conversations smooth and seamless

Customers often want to converse digitally, and bots make the transition of complex queries to human agents easier

Optimized and personalized CX

Boost Customer Satisfaction with Personalized Communications

It works across a diverse range of digital channels, whether Webchat, email, social media, text message, voice, or video chat

A mini-CRM that displays relevant customer details even before the call connects for a personalized experience

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

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

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.

Webchat and in-app

Initiate and receive conversations from customers promptly

Social conversations

Drive greater satisfaction and loyalty by responding to each interaction personally

Text messaging

Faster response through texts

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. 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

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