The NovelVox Unified Agent Desktop for Telecom Operators is proven with many enterprise Telco’s globally. It features all the commonly used functions and integrations right out of box.
With out-of-box flexibility, this agent desktop can be moulded easily to your exact requirements. This Agent Desktop is compatible with Cisco, Genesys and Avaya Contact Centers.
with easy integration to
Telecoms’ Unified Agent Desktop designed for your customers
- Show Customer Demographic information and Customer Subscriber information on agent desktop after the call lands on the screen
- Add / Update the customer information on demand
- Create new interactions everytime the customer calls
- Show customer Plans, recharges, statement related information of the customer
- Show usage details with masked data (Voice, Messaging, Video, Data) of the customer
- Show Device details of the customer
- Show Network coverage information by accessing the last known real time location of the customer and signal strength/coverage at that location
- Capture every connect with customer as a first time resolution (FTR) on customer account
- Capture complaints/Service Requests of the customer and show SLAs, resolution comments that an agent can share with customers
- Run outbound campaigns to validate if a resolved complaint by the telecom provider was satisfactory and can be closed, if not, agent can reopen and escalate a past complaint
- Run outbound campaigns to promote promotional campaigns from a telecom provider – like a better plan a customer can use, basis his past usage and his history with telecom provider.,
- Move/Add/Change/Delete various services offered by telecom provider
Out of Box Flexibility
Unify the Agent Desktop by integrating to all your business applications. Pre-built connectors are available.
Choose from any of our pre-built Gadgets to quickly and simply add functionality. New Gadgets constantly added by NovelVox.