NovelVox partners with Zoom to offer a True Integrated Contact Center Experience across all the Verticals
Unified agent experience for personalized CX
Drive productivity with integrated experience
Engage with customers across digital channels
Transform & scale CX with Conversational AI
Powerful Help Desk Software
Optimization performance with real time monitoring
MS Dynamics Integration
Streamline customer service capabilities and deliver personalized experiences to customers.
Boost critical contact center KPIs and take your contact center efficiency to the next level.
Seamlessly streamline contact center workflows and enhance agent productivity.
Elevate your customer service standards with the intuitive power of personalization.
Redefine workflows for a more productive and streamlined agent experience
Harness the power of personalization to deliver a cohesive customer expereince
Heighten customer satifaction by bringing agility and responsiveness into your customer support operations
Set new standards for customer service excellence by breaking down organizational silos
Forge a unified customer support ecosystem for customer service excellence
Transform customer support complexities into simplified and efficient support experience
Master the art of contextual support, offer personalized services and address queries promptly
Bridge the gap between service excellence and customer satisfaction with streamlined services
Bring efficiency into your services with context and precision in every interaction
Tailor your customer support services to meet customer preferences and elevate CX.
Empower agents to adapt swiftly to customer needs and deliver top-notch service
Optimize customer support processes and craft exceptional customer experiences.
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Unified Agent Desktop : All You Need to Know
Leveraging WhatsApp for Customer Service with Conversational AI
Implementing AI in Modern Contact Center
Empower Agents with a modern desktop interface for superior customer service and enhanced efficiency. Personalize experiences with customizable interface, and integration capabilities for exceptional customer satisfaction.
Empower Agents for Personalization
Contact Center Agent Desktop empowers agents with a 360-degree view of the customer information that allows them to offer a personalized customer experience and lightning-fast service. This powerful solution significantly reduces Average Handling Time (AHT) and waiting time, improves First Call Resolution (FCR), and increases customer satisfaction.
The all-in-one desktop gives a single interface and a single view to agents as they interact with multiple applications but provide a seamless experience for customers
With the caller data display containing details such as caller name, address, contact details, past transactions, and ticket status, agents call customers by name and eliminate making customers repeat their request
With all details handy, an agent can address concerns in a personalized manner and at a much faster pace, in addition to chatting with other agents to get timely information while assisting callers
Unified Agent Desktop provides a host of call control capabilities—such as call answer, hold, conference, transfer, and ACD state control—ready/not ready, wrap-up, etc.
Agents can see their real-time statistics directly on their desktop application by accessing the performance statistics reports displaying historical and current data, filtering by channel type and timeline
Agents can track their overall performance and productivity by accessing important performance metrics and work towards improving it
EASY TO INSTALL, CONFIGURE, AND MANAGE
Call Center Agent Desktop can be easily deployed and configured to meet the varied and specific needs of the customer contact center. It’s easy to configure and simple to use, with cloud, on-premise, and hybrid deployment options so that you can provide exceptional customer experience.
Choose your template as per industry (Banking & Finance, Credit Union, Insurance, Healthcare, Retail, Telecom) and each department’s needs
Choose from a host of gadgets such as agent chat, agent statistics, agent scripting, ticketing, agent performance dashboard, customer management, Salesforce connector, call tagging, and more
Industry optimized templates, core system integrations, business connect workflows and hundreds of industry specific services
Choose installation based on your business security compliance, integrations with flexible on-prem, cloud, or hybrid installation options
Design and customize the Call Center Agent Desktop interface as per the business requirement and branding guidelines, adding logos, brand colors and fonts
Set up supervisor thresholds to track agent performance using the supervisor desktop feature
Dedicated Customer Success Manager
Online Training Portal
PERFORMANCE ACROSS INDUSTRIES
The powerful tool is scalable as per the unique needs of your business and industry. The CTI and desktop workflow functions can be quickly and easily deployed at new locations as customer contact operations expand.
Support the changing needs of the business by creating additional processes and workflows
Based on business requirements, add workflows with conditional statements
INTEGRATION FOR A SEAMLESS EXPERIENCE
Call Center Agent Desktop integrates easily with contact centers and third-party applications, reducing call duration and allowing agents to resolve a client inquiry in a single call. It has a unified single view and connectivity to web services, messaging services and much more. Ready integration available for Genesys, Avaya, Amazon Connect, DialPad, Five9, Cisco Finesse, Zoom and Webex CC.
Every industry is unique and so are its challenges and work culture. Standard agent workspace with no flexibility to optimize the call and customer information forces agents to continue work under the complex working environment. Industry-optimized Unified Agent Desktop offers contact centers the flexibility to optimize agents’ workspaces per their unique business needs. From the selection of third-party business applications (including industry’s core applications) to industry-specific templates, brand logos, to data optimization – an industry-optimized Unified Agent Desktop allows you to create your own unique agent desktop that perfectly matches your industry.
It depends on the desktop’s administrator module. The level of customization allowed and the complexity of the associated admin and designer tool decides your dependency on the provider for enabling any changes to the application. NovelVox’s Unified Agent Desktop comes with an easy, no-code, drag and drop designer environment that allows you to not just make changes but design your own unique Agent Desktop, seamlessly.