Most of the customers have repeat problems, but it does not mean that your agents have to repeat a set of activities or manually perform tasks to serve such requests. According to Harvard Business Review, the cost of a human-assisted interaction for a B2C company is more than $7 and more than $12 for a B2B company. This clearly indicates that agents need to be empowered with a solution that can automate tasks and workflows to save agents from resolving repeated queries.
Connecting your contact center with virtual agents can help automate conversations across channels. With AI-powered virtual assistance can save up to 30% in customer support costs and efficiently answer up to 80% of routine questions, thus freeing up agents to handle more complex questions.
Download this Use Case to understand the value of a virtual assistant for a contact center. Discover how NovelVox virtual assistants and next-gen integration capabilities make the entire customer service process more efficient.
Agent – “Hi, I am Niomi from XYZ company. How may I help you today”? Customer – My washing machine broke, need to get it repaired. Agent – Sure, sir,
21.10.2021
12:29 pm
The contact center is evolving rapidly in terms of technology, agent and customer experience. NovelVox being a contact center solution provider, believes in staying updated with contact center expectations and
26.02.2020
11:52 am
“Good morning Mrs. Jenny, this is Emma calling from XYZ company. Can I have 5 minutes of your time……” Does this sound similar? Yes, the call center agent script it
26.07.2019
10:35 am
Is your contact center business showing a drip? Are customer complaints increasing every day? Or the number of calls on hold is growing like never before? It can be an
06.11.2019
11:57 am
In a contact center, average handling time (AHT) is one of the key aspects to measure its overall performance. It provides insights into the contact center agent’s performance, and, also,
30.07.2021
05:46 pm
Creating a memorable customer experience is the end goal of every contact center. To achieve this, contact centers need a seamless amalgamation of technology and an agent’s efficiency. So, it
23.04.2020
09:39 am
What if you got the powers to travel into the future? What’d you do? Explore different realms of the world? Well, Marvel movie characters are doing enough of that! A
13.01.2022
12:31 pm
First Call Resolution (FCR) is said to be an indispensable factor for a contact center to measure and improve. It tells you how efficiently the agents handle the calls, how
16.07.2021
08:16 pm
For years, the term “virtual agent” was relegated to second-class status in the call center milieu. Since call center managers didn’t pay much attention to the concept, they didn’t really
30.10.2020
05:50 am
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
30.11.2020
06:14 pm
Cost is no more the deciding factor for contact center software selection Contact center industry is undergoing numerous advancements that are targeted to achieve ever-rising customer expectations for a personalized
15.09.2021
03:59 pm
Creating customer experience goes beyond using Contact Center Software When it comes to expectations from contact center industry, customer experience continues to be atop. Now the customer will not be
02.11.2021
05:58 pm
Planning to buy or upgrade your Contact Center Agent Desktop? While getting ready to install new contact center agent desktops, there are a number of questions and doubts that you
23.10.2021
07:59 pm
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 the customer base, it can
29.07.2021
07:23 am
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
17.12.2020
12:22 pm
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
19.08.2021
05:47 am
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
27.10.2021
11:57 pm
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
10.09.2020
11:57 am
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
05.11.2021
07:56 pm
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
25.07.2021
05:20 pm
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
27.05.2021
08:59 am
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
18.07.2019
12:01 pm
Arabized Unified Agent Desktop: Industry-specific unified agent desktop customized as per your unique business needs.
18.12.2018
01:39 pm
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
19.12.2019
10:15 am
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
16.09.2019
01:51 pm
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
14.10.2020
07:46 am
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
25.10.2019
07:15 am
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
03.06.2019
04:27 am
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
02.03.2020
05:48 am
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
12.09.2019
05:49 am