Audience
Businesses searching for a contact center solution to deliver personalized experience
About NovelVox Agent Accelerator
NovelVox’s Agent Accelerator empowers agents with a 360-degree view of customer information that allows them to offer a personalized customer experience and lightning-fast service. This powerful solution significantly reduces Average Handling Time (AHT) and waiting time, improves First Call Resolution (FCR), and increases customer satisfaction. The all-in-one desktop gives a single interface and a single view to agents as they interact with multiple applications but provides a seamless experience for customers. With the caller data display containing details such as caller name, address, contact details, past transactions, and ticket status, agents call customers by name and eliminate making customers repeat their requests. With all details handy, an agent can address concerns in a personalized manner and at a much faster pace, in addition to chatting with other agents to get timely information while assisting callers.
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Customer data collected by CARES is always passed along throughout the customer experience journey. No need for agents or customers to repeat themselves. CARES will reconnect a call directly to the agent who was assisting the caller when the call was disconnected, preserving the continuity and accuracy of the interaction. Identify segments of your customer base for priority routing to the front of the queue or to agents specifically trained to service VIP customers. Allow your customers to press or speak their way through your phone menu. CARES is tailored to the unique needs of your organization. Customers receive account-specific information while they wait in a queue, saving time while maintaining the personalized service experience. Gives callers the option to receive a call back from the next available agent rather than hold, allowing better use of their time without losing their place in line.
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Telebroad ACD Panel
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CallShaper lets call centers analyze databases to determine landline or wireless leads, Do Not Call list numbers, and call abandonment rates whilst helping customers to maintain compliance with Telephone Consumer Protection Act (TCPA) regulations. Supervisors can import leads by uploading files in bulk and agents can utilize call scripts to communicate and resolve clients' queries. Using predictive and preview dialers, marketing agents can automate call handling processes and review lead information before client interactions.
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Company Information
NovelVox
Founded: 2008
United States
www.novelvox.com/unified-agent-desktops/
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Product Details
Platforms Supported
Cloud
Training
Documentation
Live Online
Webinars
Videos
Support
Phone Support
24/7 Live Support
Online
NovelVox Agent Accelerator Frequently Asked Questions
NovelVox Agent Accelerator Product Features
Call Center
Call Logging
Call Scripting
IVR / Voice Recognition
Inbound Call Center
Outbound Call Center
Blended Call Center
Call Recording
Campaign Management
Database
Escalation Management
Manual Dialer
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics
