Modernize Avaya Contact Center to Maximize Output

Digitally transform Avaya contact centers to enhance Customer Experience (CX) and reduce Total Cost of Operations (TCOP)

Omnichannel response and engagement

Scale up your Avaya Contact Center with
NovelVox capabilities

Predictive & Conversational AI

AI-powered tools improve customer interactions with speedy service, personalized responses, and improved performance

Strong Integration

Customized and automated workflows adapted to your business needs with 75+ integration library if 3rd party applications  

Consistent Digital Experience

One voice during customer interactions across channels. Deliver consistent experience across channels of engagement

Intuitive tools for agents

Rich Suite of Productivity Tools

The right set of productivity tools give access to actionable real-time data in a format which is easy-to-use,
optimize, track and share.

Agent Accelerators

Achieve better outcomes with the unified agent desktop for your Avaya Contact Center. Pre-built gadgets to customize desktop and seamless integration with third party platforms help achieve faster call resolution and customer delight.

Smart CTI Connectors

Avaya (AES) CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk, Freshdesk, and EPIC provide a single interface via which agents can access all the relevant customer data, giving them more control increasing productivity.

Agent Scripting

With standardized customer communications, agents handle a wide range of interactions with ease.

Wallboards

iVision Plus Avaya desktop wallboard offers real-time agent performance stats to manage and motivate teams. The engaging visual design and gamified wallboards give the ability to display agent’s performance and track contact center’s progress, enabling agents to take action in real time.

Knowledge Base

Embrace self serves with the website knowledge base and equip agents with an agent knowledge base in the agent desktop interface for the right information at the right time to create happy customers in fewer interactions.

Case Management

Quickly raise, resolve or transfer cases without losing conversational context, or wasting unnecessary time with case management built-in in the agent desktop interface. 

Reporting and Monitoring tools for Supervisors

Improve Business Outcomes Through Data-driven Tools

Historical Reporting

Quickly raise, resolve or transfer cases without losing conversational context, or wasting unnecessary time.

Real-time Monitoring

Monitor agent performance in real-time, and proactively address areas of improvement.

Agent Dashboard: Agent access to personal performance monitoring dashboard

The Agent Dashboard for contact centers provides instant access to custom metrics and information that matters the most for improved productivity and enhanced customer experience. The agents can view real-time data from a single interface, allowing them to create and track KPIs, avoid escalations and provide quick resolutions.

Across Multiple Digital Channels

Boost Avaya Contact Center Capabilities
to Offer Next-gen Customer Experience Consistently

With NovelVox’s integrated solution, routine questions and requests are handled by bots and intent libraries, allowing human agents and teams to focus on more complex operations, such as customer service, lead generation, and sales

Web chat and in-app

Facilitating seamless escalation from an automated service to a human agent, maintaining consistency and continuity of service.

Social Messaging

Leveraging social platforms to deliver actionable and valuable items to the customer that increases customer loyalty.

Text messaging

Expediting customer support and boosting operational efficiency at scale.

Voice

Creating personalized interactions for delighting customers delivered through an intelligent voice bot.

Video chat

With a robust video conferencing facility, agents and customers may collaborate more easily and quickly.

Co-browse and screen share

Offering assistance to resolve issues in real-time.

Fully-integrated Solution

Innovative Solutions to Compliment
Avaya Contact Centers

Leverage the fully-integrated and flexible solutions optimized for Avaya contact center as per your specific business and industry needs

NovelVox tools seamlessly integrate with your Avaya solutions to deliver one solution that helps maximize contact center efficiency.

Choose your deployment option based on your business requirements

Business-optimized bots and pre-defined intents specific for your industry ensure shorter go-live timelines

The system speaks your brand’s language and visual elements as the solutions are customized with easy drag and drop functionality

The solution smoothly integrates with third-party applications and is compatible with your enterprise platforms

Industry-ready Solution

Avaya Contact Center solution is
optimized for varied industry types

Banking & Finance

Credit Unions

Healthcare

Insurance

Telecom

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Government

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Banking & Finance

Resources

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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,

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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

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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

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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

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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,

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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Arabic Agent Desktop and Wallboards

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

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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

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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

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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

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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

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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

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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

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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

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Ready to uplevel your customer experience and convert more leads?

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