NovelVox
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NovelVox is the leading contact center solutions provider in the world. We are committed to providing customized contact center solutions through our market-leading unified communication products
NovelVox CTI connector integrates your telephony system with the 3rd party application. The CTI controls are embedded within the CRM or ticketing application and further it can be integrated with other open API applications. CTI connector enables agents to offer quicker resolution with customer information displayed on screen even before answering the call. NovelVox CTI connector for Cisco, Avaya, Genesys and Mitel save agents from switching screen by fetching data directly from the core applications.
Step into the future of customer service with NV Desk and bid farewell to integration woes. Transform the customer support service and fuel agents’ productivity with NV Desk - a pre-integrated case management for contact centers. It allows agents to handle cases and customer interactions from voice and digital channels from one unified case management screen -without additional CTI integration or connectors. NV Desk has ready integrations available for Genesys, Cisco, Avaya, Five9, Dialpad, Webex, Zoom, Nice, and Amazon Connect contact centers. Features: Creates cases automatically for all interaction be it voice, digital, or social. Click to dial directly from cases within Agent Workspace. Screen-pop cases associated with existing customer interaction Various advanced filters, multi-tab controls, toggle columns, etc., help stay systemized. Configurable templates for smart Email and SMS notifications. Easy to configure locale settings and notification templates for individual agents. Equipped with a powerful reporting engine that simplifies historical reporting. Comprises separate interactive case dashboards for agents and supervisors.
Drive contextual conversation, team efficiency, and productivity by prominently using Smart CTI Connectors across contact centers to manage inbound and outbound calls. Leveraging this solution leads to simplified agent-customer interactions and improved customer experience by saving time, increasing productivity, tracking results, and more. As CRMs are considered as an integral part of business, the Smart CTI connector by NovelVox integrates telephony systems with 3rd party applications. The cutting-edge technology with call controls from the existing telephony system is embedded within the CRM or ticketing application and can be integrated with other open API applications. The solution supports both on-prem and on-cloud deployments. With a serverless Smart CTI Connector, one can achieve faster go-live time. The advanced call controls of the connector such as Associate Record, CRM Screen Transfer, Conference ensure the faster resolution of calls and improved customer experience. Smart CTI Connector also equips smart supervisor features such as Barge-in, Silent Monitoring, Change Agent State, etc., to enable more thoughtful monitoring actions without switching screens.
iVision Plus wallboards empower and motivate agents to do better by providing them with real-time performance statistics in most interactive designs.
Never leave your customer waiting again. Deliver automated, accurate, and human-like experience with InfiBot, an AI-powered conversation enhancement solution that brings automation and self-service capabilities within the contact center. It leverages AI and ML to predict customers’ intents to have a contextual conversation and allows contact centers can gather, analyze and act on the customer’s preferences. Chatbots and Voice bots by InfiBot give businesses the cutting-edge advantage in better understanding and handling customer requests. InfiBot allows the customers to self-serve for common use cases like balance checks, check branch timings, etc., with the power of sentiment analysis and NLP. • 100s of predefined intents optimized as per industry needs • NLP Based Engine • Supports integration with third-party NLP engines like Google Dialogflow and IBM Watson • Conversational AI offering omnichannel elegance across the channels • Seamless integration with CRM, Knowledge Base, Case Management and other 3rd party tools • A dedicated Supervisor Workspace to track chatbot's performance in real-time.
Unlock digital potential with CXInfinity, an AI-driven digital customer engagement platform enabling agents to engage with customers in real-time. Bring the conversation to new digital channels by allowing brands to offer consistent services across all of them. With CXInfinity, the agents get a unified platform to receive interactions from all the channels. The ability to unify information from multiple sources assists agents in fetching customer details, past interaction history, etc., over a single screen. The dedicated workspace for Agents, Administrators, and Supervisors results in improved productivity. Features • A single omnichannel platform for Email, Chat, SMS, Social Media, Web Call, and Social Direct Messaging • Intelligent Routing Engine with skill-based routing • 75+ out-of-the-box Third-Party integrations • One-click Cisco UCCX/UCCE Agent and Skill-Group Sync • Complete Realtime and Historical Reporting • Powerful Supervisor Workspace • The entire history of Customer's Interaction • Built-In Unified Agent Desktop • Available on On-prem and Private Cloud
Gauge your contact center agents performance in real-time with NovelVox Contact Center Wallboards. Monitor and motivate agents with intuitive display of KPIs and relevant data for a guided move. Enable the supervisor or team lead to control performance and take immediate actions on data breach. From individual agent status to seat plan at glance, the gamified wallboards from NovelVox have everything that improves FCR and reduces AHT. Supervisors can monitor the number of calls dropped, routed and handled, getting a true picture of where the organization’s productivity stands and how far it has to go. With Wallboards data can be filtered and selected in line with business needs, i.e. customization, making the regularly updated real-time data useful for analysis and laying down policies.
NovelVox Reviews
Verified User in Financial Services
CTI connector review
Verified User in Logistics and Supply Chain
Decent system for better case management and more in NV Desk
About
What is NovelVox?
NovelVox is a service provider of contact center solutions tailored to enhance customer experience and streamline operations. The company specializes in offering a range of customizable, flexible software products that integrate seamlessly with various contact center platforms. Their solutions are designed to improve agent productivity, optimize workflow, and deliver personalized interactions. NovelVox caters to various industries, including healthcare, finance, telecom, and more, providing tools such as agent desktops, wallboards, and management information systems (MIS). With a focus on innovation and customer satisfaction, NovelVox helps businesses achieve efficient and effective communication in their contact centers.
