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

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

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