Optimize your Genesys
Contact Center Performance
Deliver Personalized Customer Engagement and Achieve Operational Efficiency with Genesys Cloud, Engage & Pure Connect
Unified Customer Experience
CX Strategy To Optimize Engagement
Digital Touchpoints
Operational Excellence
Unified Customer View
Rich Suite of Productivity Tools
Empower Agents to Create Meaningful
Customer Experiences
With the productivity tools, the combined solutions help create a hyper-personalized customer experience that increases engagement, improves service, and ultimately leads to customer retention.
Agent Productivity Tools
Agent Accelerators
A single integrated view on your Genesys Agent Accelerator seamlessly integrates with your existing third-party applications, giving agents all the relevant information
Smart CTI Connectors
All your customer information can be accessed from one platform, resulting in more effective sales and customer care operations and faster service delivery
Wallboards
iVision Plus Wallboard is an intuitive wallboard for Genesys Contact Centers that help agents optimize their performance and stay motivated. It also provides supervisors a unified view of the contact center KPIs and tools to monitor agent’s performance
Advance NextGen Reporting Tools
Reporting and Monitoring Tools
Agent Dashboard
With real-time data on their customizable dashboard, agents can make data-driven decisions, enhancing productivity and performance
Solution Capabilities
Enhance Agent Performance and
Achieve Operational Efficiency
innovative digital systems and solutions. For creating a highly engaging customer
experience, capturing omnichannel customer journeys with easy access to real-time and
historical customer information is possible when a unified view is available for agents
Easy installation and customizable
Innovative Solutions to Compliment Genesys Contact Centers
Increase first contact resolution, maintain high uptime, and enhance customer satisfaction to ensure your contact center’s success. An intuitive and scalable solution that is the right fit for your unique business needs can help you achieve those parameters of success.
Here are some key solution features:
- Easy and seamless integration
NovelVox tools seamlessly integrate with your Genesys solutions, taking your contact center's performance up a notch
- On cloud or on-premise deployment
Choose your deployment option based on business and customer needs, with the cloud enabling your operations to scale faster
- Quick and easy installation
A faster and efficient go-live will get the contact center operations up and running
- Customizable to suit your needs
Define your unique use case(s) and get started without complex coding or technical sleight-of-hand
Integration-ready
Smooth and Seamless Integration with
Third-party Applications
The solution allows merging of data from all the applications and core systems and displays it on a single
screen, providing agents complete access to the customer and product information
An integrated agent desktop provides a unified view of customer information, which improves the
customer experience and the agent experience. The solution is compatible with all versions of Genesys —
Genesys Cloud, Genesys Engage, and Genesys PureConnect, thus enhancing customer experience
Industry-ready Solutions
Customizable Offerings Tailored to Meet
the Needs of Multiple Industries
Resources
“Will You Still Make Me Repeat My Story.”
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101 Guide to Call Center Agent Script
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15 Things For Reducing Average Handle Time
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4 Compelling Ways Virtual Agents Boost Call Center Efficiency
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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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16 Things to Consider when Selecting the Right Contact Center
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25 Top Predictions for Contact Centers in 2020
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9 Steps Cheatsheet to Excel in WhatsApp Customer Engagement
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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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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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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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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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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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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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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 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 for happier customers?
Schedule a demo today to learn how you can close more sales, retain more customers and get more referrals