NovelVox
Agent Accelerator

Transforming CX with an Industry Optimized Unified Agent Desktop

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.

Intuitive Solution For

Empower Agents for Personalization

Offering Personalized Customer Experience and Quicker Resolution

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.

Single glass pane view

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

Personalized service

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

Accurate and timely information

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

Prompt service

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.

Real-time reporting

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

Monitor and improve agent performance

Agents can track their overall performance and productivity by accessing important performance metrics and work towards improving it

EASY TO INSTALL, CONFIGURE, AND MANAGE

Easy Optimization for Different Industries

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.

Simple to set up

Choose your template as per industry (Banking & Finance, Credit Union, Insurance, Healthcare, Retail, Telecom) and each department’s needs

Create new gadgets

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 customization

Industry optimized templates, core system integrations, business connect workflows and hundreds of industry specific services

On premise, on cloud and hybrid deployment

Choose installation based on your business security compliance, integrations with flexible on-prem, cloud, or hybrid installation options

Drag and drop functionality for customization

Design and customize the Call Center Agent Desktop interface as per the business requirement and branding guidelines, adding logos, brand colors and fonts

Monitor agent performance

Set up supervisor thresholds to track agent performance using the supervisor desktop feature

Extensive Support to Leverage Contact Center Agent Desktop

24/7 support

Dedicated Customer Success Manager

Online Training Portal

PERFORMANCE ACROSS INDUSTRIES

Industry-specific Solution

NovelVox provides Unified Agent Desktop solution for multiple industries, providing easy
integration with industry-specific applications to provide a single glass pane view to contact
center agents
Banking & Finance
Credit Unions
Healthcare
Insurance
Telecom
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Government
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Banking & Finance

AGILE SOLUTIONS

Scalable to Meet New Business Needs

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.

Add new business processes

Support the changing needs of the business by creating additional processes and workflows

Add bespoke process flows

Based on business requirements, add workflows with conditional statements

INTEGRATION FOR A SEAMLESS EXPERIENCE

An Integrated Solution for Agents

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, Nice and Webex CC.

FAQ

Unified Agent Desktop is a contact center solution that empowers agents with a unified view of customer information leveraging third-party system integration. The integration with CRMs, Ticketing, and backend systems empowers agents with a single-screen view of all customer information. It also enhances the customer experience as customers don’t have to repeat information to agents.
When a customer calls the contact center, the call is received by the contact center telephony system. The telephony system also known as PBX further routes the call to Automatic Call Distribution (ACD) or Call Manager (CM) for call handling by an Agent. The Agent receives the call on the Unified Agent Desktop that leverages REST/SOAP or Web Services API integration with the telephony system and third-party business applications to pass relevant call & customer information to the agent. All this information on a single screen saves agents from using multiple disconnected applications to handle a single call, improving First Call Resolution and Average Handling Time. incoming call to agent
Contact Center Agent Desktop can be integrated with a wide range of business applications depending on the APIs accessibility offered by the application. NovelVox’s Unified Agent Desktop aka Agent Accelerator supports integration with leading CRMs, backend systems, legacy & core industry applications, and ticketing applications. The data from these applications can further be optimized and displayed on the agent’s screen in a unified view, improving agents’ productivity and enhancing CX.

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.

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