Contact Center Unified Agent Desktop - NovelVox

www.novelvox.com

Serve Customers Better with Unified Agent Desktop

www.novelvox.com

Unified Agent Desktop A consolidated tool to enhance: Agent’s accessibility to customer data by integrating applications Improve customer’s experience Reduce average call handling time and boost productivity

www.novelvox.com

Features of Unified Agent Desktops

Seamless Integration

360 degree customer view

Customer Friendly

Ease of Use

www.novelvox.com

Seamless Integration Novelvox Unified Agent Desktop can be seamlessly integrated with any third party application, having an open API. Some benefits of seamless integration are:  Make it easier for agents to find information, solving the navigation problem across various screens  Enhance customer experience by equipping agent’s with all necessary information at one place  Agent can manage multichannel interactions easily

www.novelvox.com

360 degree customer view With all customer information available before the agent, customer queries can be resolved much efficiently and quickly. It allows access to customers entire interaction history with the customer.

This allows: a) Preserving interaction context and prevent customers from repeating their requiremnets b) Calls can be resolved with such menaingful interactions

Knowledgeable agents can serve customer better

www.novelvox.com

Customer Friendly Customer journeys can be complex but that doesn’t have to hinder personalized interactions. With the unified agent desktops, customers can be served better via: a) Greeting on first name basis b) Save time of validating customer information c) Reduce time taken to resolve customer issues A satisfied customer can translate into better revenue realizations and improved reputation

www.novelvox.com

Ease of Use Unified agent desktops enable breaking down departmental silos and help in unifying customer data into a single repository. But the process isn’t complex. It requires little to no training because the agent desktop hides the complexity of applications and system. Here are some features:

An easy to use “drag and drop” designer studio

Pre-built in gadgets

Customization as per requirements

www.novelvox.com

Biggest Library of Cisco Finesse Ready Integration

www.novelvox.com

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.

www.novelvox.com

info@novelvox.com

www.novelvox.com

+1888544808