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.
Our Partners
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 Unified Desktop Solutions
integration with industry-specific applications to provide a single glass pane view to contact
center agents
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
Agent Desktop Software 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.
Contact Center Agent Desktop Software 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.
