Leverage CX with Unified Agent Desktop for Amazon Connect CC

www.novelvox.com

Leverage CX with Unified Agent Desktop for Amazon Connect CC

www.novelvox.com

What are the issues plaguing the contact center industry?

Customers are the king and they are the fuel that keep an organization’s engine running. Companies that focus on CX are known to realize greater revenue and build brand loyalty. But some impediments facing the contact center industry are:

Long wait times

Robotic conversations and canned phrases

Poor call resolutions

Making customers repeat their requirements

The solution to these impediments lie in wise use of technology, one such being a NovelVox Unified Agent Desktop

www.novelvox.com

What is an Amazon Connect Unified Agent Desktop

It is an interactive agent desktop that empowers agents with a unified view of customer details on a single screen, even before the agent answers the call. This results in improved Average handling time and call resolution rates.

The optimization of agent interface as per business needs improves agent productivity significantly.

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Features of Amazon Connect Agent Desktop Single pane of glass view It unifies information from all applications to offer 360-degree view of customer information.Even before the agent answers the call, all caller information is displayed on the agent’s screen.

Ready to use templates It comes with ready-to-use, pre-designed, industry-specific templates so you can go live instantly. Templates are there for a diverse number of industries, Banking, Telecom, Credit Union, Public services, etc.

Pre-built gadgets The agent desktop is equipped with pre-built gadgets such as Knowledge Base, Case management etc. So the agent can easily access information from gadgets without switching screens.

Customization Layouts and behaviour logic can be customized as per customer’s branding guidelines.

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Business benefits of Amazon Connect Agent Desktop Here are some reasons to substantiate your choice for Unified Agent Desktop for Amazon Connect Contact Center:

Personalized caller experience

Reduce average call handling time(AHT)

Boosts agent productivity

Enhance customer experience

Empowers agents

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Biggest Library of Cisco Finesse Ready Integration

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About NovelVox 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

www.novelvox.com

+1888544808