Cisco UCCX Wallboard - NovelVox

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Cisco UCCX Wallboard: Changing the Face of Productivity

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What is a UCCX Wallboard?

A wallboard is a simple platform that helps to monitor the call statistics, agents states etc.

With a Cisco UCCX wallboard, real-time monitoring can be easily performed. In addition with historical reporting, it lays down the basis for effective policy making in the organization.

Unified display of dashboards in a wallboard allows for easy management of Contact Center activities with it’s real-time updates.

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Benefits of Cisco UCCX wallboard Ensures agent’s productivity with: Real time monitoring Gauge agent’s performance with real-time & viable statistics Motivate agent’s to do better

An agent should be bringing in the revenue and not wasting time in manual data handling.

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Real-time monitoring Real-time data is the real strength to ensure that agent’s performance is in line with set business goals.

What are the bottlenecks: Sourcing data from multiple sources manually Using old data for analysis 39% of customers prefer real-time services over prices and product

A real time monitoring tool can report on agent’s performance with no lag and allow the customers to get only the best.

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Enhance agent’s performance Real time monitoring allows for efficient utilization of the human capital ,i.e. agents. With UCCX Wallboard correct statistics, such as

Calls handled

Average call time

Calls dropped

Calls routed

First call resolution, can be accurately analyzed

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Motivation to do better The drudgery of performing the same tasks can drain the agents and render them lethargic. The intuitive Cisco UCCX Wallboard designs can re-energize them with: Gamification of KPIs Interactive designs Built-in filters and indicators

Gamification of KPIs

Interactive designs

Built-in filters and indicators

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Ensure customer satisfaction With real-time performance analysis and agents’ motivated to do better, customers can accrue these benefits:

Shorter call wait times

First call resolutions

Connected with the right agent

Not having to repeat requirements

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Biggest Library of Cisco Finesse Ready Integration

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About us NovelVox is among the leading contact center solution provider in the world, having 5 global offices located in the United Kingdom, United States, United Arab Emirates, Kingdom of Saudi Arabia, and India.

With more than a decade of hard work in providing best-inclass industry-specific solutions, we have made customers in 16+ countries with 150+ global deployments across many business verticals, including Banking, Telecoms, Logistics & Travel, Healthcare, Government, Education, and Retail.

NovelVox creates industry-specific Agent Desktops with further optimization option to enable agents to offer personalized experience. The solution results in having meaningful conversations with the customers or citizens.

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info@novelvox.com

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