Digitally Transform Your Cisco Contact Center

Scale Up your Current Infrastructure and Amplify Contact Center ROI with Cisco Finesse UCCE, UCCX, PCCE, UCM and Webex CC

Seamless Upgrade, Minimal Friction

Digital Engagement

Offer the best engagement and support with a range of digital messaging tools.

Conversational AI

Engage in warm, natural, automated conversations that impress and delight customers.

Integration and Unification

Connect with audiences across any channel from just one window.

Intuitive Tools for Agents

Boost Agent Performance and Productivity
with Rich Suite of Tools

Leverage intuitive workflow tools and useful resources to maintain high workforce productivity, efficiency
and profitability. Improve agent experiences to ensure peak performance, create happy customers, and
garner great business results.

Unified Agent Desktop

Single, all-in-one desktop with multiple applications and seamless interaction flows from a single interface.

Agent Scripting

Standardize customer communications, and ensure that agents can easily handle different kinds of interactions.

Mobile Agent

Deliver top-notch customer service from a “remote” contact center with just a Smartphone and an Internet connection.

CRM Connectors

Simple way to manage more customer interactions faster and more efficiently.

 

Knowledge Base

Equip agents with the information they need to create happy customers in fewer interactions.

 

Case Management

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

 

Real-time Supervisor, Reporting and Monitoring Tools

Aim for Top-notch Performance
and Address Gaps Quickly

Historical Reporting

Evaluate historical data, and make informed decisions to drive better customer experiences and improve business outcomes.

Real-time Monitoring

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

Supervisor Desktop

Single interface that displays real-time data to monitor and optimize agent performance.

Agent Dashboard

An intuitive, visual interface that displays key metrics so agents can take charge of their own performance.

CONVERSATIONAL AI

Automate Conversations at Scale for a
Wide Range of Use Cases

Deliver personalized, meaningful experiences with a Conversational AI-powered Cisco
contact center. Leverage intelligent voice and chatbots to enhance digital engagement for
Level 1 queries. Integrate all the tools you need to connect with customers and scale up your
Cisco contact center without increasing costs

Designed for On-prem & Cloud Cisco Contact Centers

Boost Conversions, Lift Sales and Increase Profits with Cisco-specific Solutions

Unlock the possibilities of rich customer experiences and improved financial performance – with NovelVox. Implement unified, omnichannel communications to deliver quality service, raise performance and efficiency, and even surpass customer expectations – while lowering operational costs.

Seamless Digital Engagement

Augment Your Cisco Capabilities and Enhance End-to-end Customer Journeys

Add the power of digital channels to your contact center. Get an in-depth view of customer journeys, and support them at every stage. Garner their long-term loyalty and support with the digital toolset from NovelVox – specifically designed for Cisco contact centers.

Web chat and in-app

Real time conversations through an easy interface

Social conversations

Drive greater satisfaction and loyalty

Voice and video chat

Personalized interactions, delighted customers

Text messaging

Expedite support and boost operational efficiency

Co-browse

Offer live assistance to speed up resolutions

Novelvox ai and nlp

Transform Customer Experiences
to Garner Brand Loyalty at Scale

NovelVox brings powerful AI and NLP capabilities to automate customer conversations at scale – without losing the human touch. Engage with customers in ways they prefer, and see the impact on their experiences, and ultimately on their loyalty to your brand.

Chatbots

Set up smart omnichannel chatbots that engage in human-like conversations, and deliver quick resolutions to Level 1 queries.

Voice Bots

Automated responses to standard enquiries, reduced waiting times and improved quality of service with customizable AI-powered voice bots.

Sentiment Analyzer

Bots gauge customer sentiment, and make intelligent decisions to continue conversations, or transfer them to a live agent.

Agent Assist

Deliver the most appropriate response to a customer query with inputs from the integrated Knowledge Base.

Cognitive Search

Analyze and understand user search queries, and deliver a contextually-relevant response.

Email Assist

Make the most of every email interaction with relevant answers, and minimal waiting time.

Ideal for On-prem & Cloud Cisco Contact Centers

Solutions Designed to Drive High Performance and Scalability at Minimal Cost

Increase first contact resolution, maintain a high uptime, and enhance customer satisfaction to ensure your contact center’s success. Do all this and more with your existing Cisco platform with best-of-breed solutions from NovelVox.

NovelVox tools seamlessly integrate with your Cisco platform, so you can get going quickly

Choose your deployment option based on business and customer needs

Single-box solution for speedy installation, and quick go-live

Define your own unique use case(s) and get started without complex coding or technical sleight-of-hand

Integration-ready

Integrate with a Range of Business
Platforms and Tools for Exponential
Results

Leverage dozens of third-party integrations to sync multiple business functions and eliminate sub-
optimal data silos. Get the right information at the right time from disparate data sources including CRM
and ERP platforms, financial applications, and ticketing tools.

InDUSTRY-READY SOLUTIONS

Customizable Offerings Tailored to Meet the Need of
Multiple Industries

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

26.07.2019

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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

06.11.2019

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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,

30.07.2021

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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

23.04.2020

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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

13.01.2022

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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

16.07.2021

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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

30.11.2020

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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

25.05.2021

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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

02.11.2021

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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

23.10.2021

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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

29.07.2021

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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

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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

25.07.2021

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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

27.05.2021

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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

19.12.2019

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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

16.09.2019

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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

25.10.2019

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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

03.06.2019

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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

02.03.2020

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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?

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

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