Technology is evolving every day to meet the growing needs of customers. Where over 80% of buyers are ready to pay more for Customer Experience (CX), only 1% believe that brands are keeping up to their expectations. The difference is huge and cannot be achieved only with smart agents. To boost experience and keep up the consistency, the business needs advanced contact center solutions. This is where, NovelVox came up with an efficient solution for Amazon Connect Contact Centers that improve agent efficiency, and lowers costs.
NovelVox is a pioneer in creating contact center solutions. For the past 12 years, the company has been developing software that empowers businesses to offer a seamless customer experience—understanding the major issue of integration; the company launched Amazon Connect Agent Desktop and Wallboard.
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Amazon Connect Agent Desktop by NovelVox is an industry-specific solution catering to every industry. It offers a single-screen view of customer information. As the call rings, an agent can view all details and past information with seamless 3rd party integrations. So, agents can deliver a personalized experience and that too without switching screens. Subsequently, improving FCR and AHT significantly.
Whereas Amazon Connect Agent Dashboard by NovelVox is designed to keep the agents motivated even under the pressure of high call volume. Wallboard allows team leads and supervisors to monitor performance in real-time. This allows regular guidance and higher call resolution. Now, all updates and information can be shared across the floor with Amazon Connect Wallboard.
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NovelVox CEO Amit Gandhi said, “We are keen on creating contact center software that offers a solution for businesses and simplifies their task of delivering seamless CX. We believe an integrated contact center solution is the best way to offer tailored CX and agent experience. And Amazon Connect Agent Desktop and Wallboard from NovelVox are an example of the same. The integrated and advanced solutions are customizable and intuitive designed on business requirements and customer’s expectations. We create contact center solutions for Cisco, Avaya, Genesys, Mitel, and Amazon Connect solutions.”
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