Contact Center Solutions for Telecom Industry

Unified Agent Desktop for Telecom

NovelVox has vast experience and proven records with many top enterprise telcos globally. With NovelVox Agent Desktop for telecom, you can seamlessly integrate Oracle SIEBEL, SAP or any other 3rd party applications with contact center to reduce Average Call Handling Time (AHT) and improve First Call Resolution (FCR). This agent desktop customizes per business needs and offers an integrated agent experience for faster call resolution. Agents can handle calls, from data issues to billing queries, all from one desktop without switching screens.

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With easy Integration to

Supervisor Desktop for Telecom

Get a complete view of your agent-customer operation and do real-time performance monitoring at your telecom contact center with NovelVox Supervisor Desktop. Ensure that your team meets the overall KPI as per the telecom business requirement to maintain high level of customer experience. The supervisor desktop comes with features like silent monitoring, Barge In, precision ques, group reskilling, group chats, etc. This will assist supervisors to manage/monitor the agents who face difficulty handling complex queries related to customer plans, data usage, recharges etc.

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iVision Wallboards for Telecom

iVision Wallboards for telecom industry provides the contact center professionals with vital information like the number of calls in queue, number of support query resolved/pending etc. It gives both, team-wise and individual real-time performance and productivity statistics. This creates a competitive environment that empowers and motivates agents to do better which results in improved AHT and FCR.

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Why NovelVox for Telecom?

With an excellent customer retention rate of 98.7%, NovelVox has been providing contact center solutions to various industries including telecom for over 10 years now. We have worked and provided customized solutions to top global telecom companies in the world. We provide agents with a unified view of their customer information which enables them to tackle all their customer queries from a single desktop—with ease.

Features of Unified Agent Desktop for Telecom

Show customer demographic information and customer subscriber information on agent desktop after the call lands on the screen
Add/update the customer information on demand
Create new interactions every time the customer calls
Show customer plans, recharges, statement related information of the customer
Show usage details with masked data (voice, messaging, video, data) of the customer
Show device details of the customer
Show network coverage information by accessing the last known real-time location of the customer and signal strength/coverage at that location

Capture every connect with the customer as a First Time Resolution (FTR) on customer account
Capture complaints/service requests of the customer and show SLAs, resolution comments that an agent can share with customers
Run outbound campaigns to validate if a resolved complaint by the telecom provider was satisfactory and can be closed, if not, the agent can reopen and escalate a past complaint
Run outbound campaigns to promote promotional campaigns from a telecom provider – like a better plan that a customer can subscribe to on the basis of past usage and history with telecom provider.
Move/add/change/delete various services offered by telecom provider