Optimize your Amazon Connect Contact Center

Deliver Faster and More Efficient Customer Service and Streamline Operations

Integrate, Unify & Monitor to Optimize

Built-in Intelligent Tools for Personalized Experience

Automated workflows for faster issue resolution

A single intuitive user interface (UI)

Efficient tools in one UI to deliver productive customer conversations

Quality Customer Service across Digital Channels

Omnichannel interactive experience

Scalability to support millions of customers

Cloud-based and scalable solution that seamlessly integrates with third-party applications

Rich Suite of Productivity Tools

Productive Agents lead
to Happy Customers

Productivity tools such as dashboards, wallboards, desktops, and reporting tools
that display relevant and real-time data and information deliver high service
levels and improve customer experience during every customer interaction.

Agent Productivity Tools

Unified Agent Desktop

Empower agents of your Amazon Connect contact centers with a single integrated view that gives agents all the relevant information at their fingertips to create a seamless customer experience

Wallboard

iVision Plus AWS Connect Dashboard helps boost agent performance with real-time performance management and monitoring leading to higher call resolution

Agent Dashboard

A customizable dashboard helps filter data and define the bandwidth of agents to optimize the day’s performance by setting and tracking KPIs, setting alarms, avoiding escalation, and providing quick resolutions

CX optimization at scale

Leveraging Technology to Boost Agent Performance and Increase Customer Satisfaction

An omnichannel contact center needs a scalable solution that helps agents handle many customers at the same time. An integrated knowledge base and access to real-time data make the conversation with the customer meaningful, whether delivered through a human agent or a virtual one. The intuitive solution helps businesses understand the customer journey and perspective to improve agent efficiency and customer experience and lower costs for the contact center.

Amazon connect

Center Efficiency and Performance

Enhance Customer Engagement Through an Optimized Solution

NovelVox’s solution for Amazon Connect contact centers enhances the center’s capabilities through robust visual dashboards, wallboards, and desktops. The solution gives a high ROI with increased efficiency and business outcomes, whether CRM, ticket management, knowledgebase, or case management.

Amazon Connect Agent Dashboard by NovelVox keeps the agents motivated even under the pressure of high call volume. Wallboard allows team leads and supervisors to monitor performance in real-time, which enables them to monitor the performance in real-time.

Quick installation and customizable

Enriched Experience Through an Intelligent Solution

The agents can access real-time data to respond to customers’ queries and assist in resolving issues faster on the back of a solution that pulls data from integrated applications and systems. It becomes easy to analyze and suggest actions after analyzing past customer interactions from such resources.

Key solution features:

NovelVox’s solution for Amazon Connect contact centers helps deliver an enriched customer experience through strong integration and automation

The solution is scalable as per business needs, thus saving costs

The AI-powered solution is simple and fast to deploy

Being cloud-based, it does not require significant coding for deployment and minor customization

Integrated and Industry-Specific Solutions

Smooth and Seamless integration with
Third-party

Amazon Connect’s cloud-based contact centers help meet customer demands with its
automated workflows and features. The agents and supervisors leveraging the solution
can uncover business opportunities to drive their operations towards success. NovelVox is
a pioneer in creating contact center solutions that complement various Contact Center
applications, including Cisco, Avaya, and Genesys. NovelVox solutions for Amazon
Connect contact center can be customized to suit industries of all types and sizes

Resources

Resource image
Agent Experience

“Will You Still Make Me Repeat My Story.”

Agent – “Hi, I am Niomi from XYZ company. How may I help you today”? Customer – My washing machine broke, need to get it repaired. Agent – Sure, sir,

21.10.2021

12:29 pm

Learn more
Resource image
Contact Center Solutions

10 Great Insights from Contact Center Survey for Better Customer

The contact center is evolving rapidly in terms of technology, agent and customer experience. NovelVox being a contact center solution provider, believes in staying updated with contact center expectations and

26.02.2020

11:52 am

Learn more
Resource image
Agent Experience

101 Guide to Call Center Agent Script

 “Good morning Mrs. Jenny, this is Emma calling from XYZ company. Can I have 5 minutes of your time……” Does this sound similar? Yes, the call center agent script it

26.07.2019

10:35 am

Learn more
Resource image
Contact Center Solutions

11 Ways to Minimize Contact Center Shrinkage

Is your contact center business showing a drip? Are customer complaints increasing every day? Or the number of calls on hold is growing like never before? It can be an

06.11.2019

11:57 am

Learn more
Resource image
Contact Center Solutions

15 Things For Reducing Average Handle Time

In a contact center, average handling time (AHT) is one of the key aspects to measure its overall performance. It provides insights into the contact center agent’s performance, and, also,

30.07.2021

05:46 pm

Learn more
Resource image
Agent Experience

15 Ways to Maximize Contact Center Agent Productivity

Creating a memorable customer experience is the end goal of every contact center. To achieve this, contact centers need a seamless amalgamation of technology and an agent’s efficiency. So, it

23.04.2020

09:39 am

Learn more
Resource image
Others

3 Contact Center Solutions Must-Have in 2022

What if you got the powers to travel into the future? What’d you do? Explore different realms of the world? Well, Marvel movie characters are doing enough of that! A

13.01.2022

12:31 pm

Learn more
Resource image
Contact Center Solutions

3 Ways to Boost FCR and Reduce Customer Churn

First Call Resolution (FCR) is said to be an indispensable factor for a contact center to measure and improve. It tells you how efficiently the agents handle the calls, how

16.07.2021

08:16 pm

Learn more
Resource image
Contact Center Solutions

4 Integration Challenges for Modern Contact Centers

A few years ago, a contact center was considered a “non-strategic” part of an organization’s business operations – important but not mission-critical to its long-term goals. Over the past few

30.11.2020

06:14 pm

Learn more
Resource image
Agent Experience

4 Smart Strategies to Improve Agent Productivity

Customer service is no more the way it was decades ago. From answering calls and issue redressal it has come off a long way. Today, it’s more about delivering customer

25.05.2021

08:31 pm

Learn more
Resource image
Others

16 Things to Consider when Selecting the Right Contact Center

Cost is no more the deciding factor for contact center software selection Contact center industry is undergoing numerous advancements that are targeted to achieve ever-rising customer expectations for a personalized

15.09.2021

03:59 pm

Learn more
Resource image
Others

25 Top Predictions for Contact Centers in 2020

Creating customer experience goes beyond using Contact Center Software When it comes to expectations from contact center industry, customer experience continues to be atop. Now the customer will not be

02.11.2021

05:58 pm

Learn more
Resource image
Others

40 Questions to Consider Before Buying a Contact Center Agent

Planning to buy or upgrade your Contact Center Agent Desktop? While getting ready to install new contact center agent desktops, there are a number of questions and doubts that you

23.10.2021

07:59 pm

Learn more
Resource image
Others

9 Steps Cheatsheet to Excel in WhatsApp Customer Engagement

Customer engagement needs to be transformed with time to meet the ever-evolving CX. The old school tricks and technology exist no more. With depletion in the customer base, it can

29.07.2021

07:23 am

Learn more
Resource image
Others

Chatbots to the Rescue – Customer Experience Redefined

From regular conversations to seasonal rush, chatbots deal it well Adapting to the changing environment is necessary for survival, and the same goes for the customer experience (CX) industry. Businesses

17.12.2020

12:22 pm

Learn more
Resource image
Others

Checklist to build a Modern Digital Credit Union

Personalize and enhance member experience with top Credit Union contact center technologies Delivering a great member experience is not a piece of cake. It is a challenge even for Credit

19.08.2021

05:47 am

Learn more
Resource image
Others

Dealing with Annoyed Customers: Turn Challenge into an Opportunity

Contact center solutions are powerful enough to make or break the customer experience You can imitate the best products but not the customer experience. And the present era is all

27.10.2021

11:57 pm

Learn more
Resource image
Others

Discover 10 Questions You Need To Ask Before Upgrading To

Boost real-time engagement across channels Customer engagement needs to be transformed with time to meet the ever-evolving CX. The old school tricks and technology exist no more. With depletion in

10.09.2020

11:57 am

Learn more
Resource image
Others

Enhance Member Experience with Screen Pop & Agent Desktop for

Empowering your employees to create an exceptional member experience In the digital era, repeatedly identifying themselves to the Credit Union is highly frustrating for the members. This increases call handle

05.11.2021

07:56 pm

Learn more
Resource image
Others

Exploring Possibilities with CTI Connector Integrations

According to a study, 70% of customers do not favor repeating information to representatives each time. Whereas 60% of people consider long wait time is one of the most frustrating

25.07.2021

05:20 pm

Learn more
Resource image

Adopting Right Digital Strategy to Transform Customer Service

The future of customer experience revolves around being digital-first and engaging over channels based on customer preference. However, will adopting channels like web chat, social media, instant messaging, text or

27.05.2021

08:59 am

Learn more
Resource image

Agent Desktop For Healthcare

Is your agent required to copy/paste patient phone number in EPIC every time to pull records in order to offer assistance in appointments or billing? Or are you managing any

18.07.2019

12:01 pm

Learn more
Resource image

Arabic Agent Desktop and Wallboards

Arabized Unified Agent Desktop: Industry-specific unified agent desktop customized as per your unique business needs.

18.12.2018

01:39 pm

Learn more
Resource image

Arabized Contact Center Solution with In-Built Gadgets-Webinar

According to a survey by Segment, 49% of buyers have made impulse purchases on receiving a personalized experience or response. And the lookout for similar experience is soaring numbers when

19.12.2019

10:15 am

Learn more
Resource image

Arabized iVision plus wallboard

Gone are the days when contact center wallboards used to be just an amalgamation of some numbers and plain English language only. It’s time to improvise and customize according to

16.09.2019

01:51 pm

Learn more
Resource image

Artificial Intelligence in your Contact Center: Boost CX with Intelligent

A whopping 70% of customers report to have a positive chatbot experience and by 2025 it is expected that 85% of customer interaction will not need human agent. Is your

14.10.2020

07:46 am

Learn more
Resource image

Cisco ECE Integration & Interaction History Gadget by NovelVox

Cisco UCCE, PCCE customers can now drive the best results with Cisco Enterprise Chat & Email and NovelVox ECE Integration gadget. This gadget will empower your Cisco contact center agents

25.10.2019

07:15 am

Learn more
Resource image

Cisco Finesse Unified Mobile Agent

Expand your customer service network beyond the contact center floor to the field agents with the most advanced and integrated NovelVox Mobile Agent for Cisco Finesse Contact Centers. Now, your

03.06.2019

04:27 am

Learn more
Resource image

Convert Contact Center’s Real-time Data to Actionable Intelligence – Agent

Unleash the power of your contact center data and convert it into actionable intelligence to inspire smarter business decisions. Monitor real-time performance and motivate agents to provide an enhanced customer

02.03.2020

05:48 am

Learn more
Resource image

Credit Union Unity

Do your agents still need to switch screens multiple times while offering support to members over call? Do members still need to hold the call for long so that agent

12.09.2019

05:49 am

Learn more

Ready for happier customers?

Schedule a demo today to learn how you can close more sales, retain more customers and get more referrals

  • Hidden
  • Hidden

Download Brochure

  • Hidden

Request a Demo

  • Hidden