Customer Experience (CX) is undergoing numerous transformations as customer’s expectation from the brand is evolving. Today, 80% of customers prefer brands that offer personalized experiences, whereas over 60% hate to be on hold for a long time. Both the percentages illustrate what customers look forward to from businesses. Analyzing the customers’ behavior, NovelVox, the pioneer in contact center solutions, launched Mitel Agent Desktop and Wallboard to meet the expectations.
NovelVox, the leader in providing an industry-specific and optimized solution for all contact centers, understands how 60% of FCR attempts fail because agents cannot access the correct information with its inadequate or outdated technology. To equip Mitel contact center agents to overcome such incompetency, NovelVox introduces Mitel Agent Desktop and Mitel Wallboard. The former empowers agents with a unified desktop that 360-degree customer information to help him address caller with their name and deliver a personalized experience. In addition, it offers over 70 3rd party integrations and a customized interface for an improved FCR and reduced AHT. The latter, i.e., Mitel Agent Dashboard, keeps the team updated with their performance, KPIs, and target. It is the best way to keep the agents motivated even under pressure. Also, the supervisor can monitor agent performance in real-time and guide accordingly.
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NovelVox has been creating contact center solutions for the past 12 years for Cisco, Avaya, and Genesys. This Wallboard and Agent Desktop for Mitel is another amazing product from the house. Its customized solution is designed to cater to the evolving CX and agent experience.
NovelVox CEO Amit Gandhi states, “NovelVox is known for its innovative solutions. We have been creating software to ease businesses’ working by focusing just on catering experiential customer service and leaving the technology hiccups on us. Mitel Agent Desktop and Wallboard is another example of an integrated solution that will empower agents to deliver a seamless experience from the Mitel contact center. We offer powerful and seamless integrations with intuitive and customizable solutions that are designed to improve agent and customer experience.”
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