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.
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.
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.