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
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.
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.
Fully-integrated Solution
Innovative Solutions to Compliment
Avaya Contact Centers
- Built-in integration
NovelVox tools seamlessly integrate with your Avaya solutions to deliver one solution that helps maximize contact center efficiency.
- Flexible on cloud or on-premise deployment
Choose your deployment option based on your business requirements
- Go live faster
Business-optimized bots and pre-defined intents specific for your industry ensure shorter go-live timelines
- Customizable to suit your needs
The system speaks your brand’s language and visual elements as the solutions are customized with easy drag and drop functionality
- Integration-ready and compatible
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
Resources
“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
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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
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
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
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
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
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
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
4 Compelling Ways Virtual Agents Boost Call Center Efficiency
For years, the term “virtual agent” was relegated to second-class status in the call center milieu. Since call center managers didn’t pay much attention to the concept, they didn’t really
30.10.2020
05:50 am
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
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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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
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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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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