Agents are empowered to do more with a unified, omnichannel
workspace embedded within their own Avaya environment.
ROSWELL, Ga., July 18, 2024 /PRNewswire-PRWeb/ -- In an era
where most contact centers are transitioning to the cloud, some
organizations opt to retain their on-premises mode, and Avaya
is one of them. The long-time contact center recently declared that
it would prioritize slow migration to the cloud for customers who
want to remain on-premises.
However, to ensure Agents do not have to face the traditional
communication silos often associated with on-premise solutions,
Avaya joined hands with NovelVox to empower agents with a suite of
integration-led and omnichannel-enabled CX solutions.
NovelVox is a leading contact center solution provider that
helps brands redefine customer experience with its
industry-optimized, unified CX solutions. In 2021, NovelVox and
Avaya formed a strategic Avaya DevConnect partnership with a shared
objective - to revolutionize the customer service landscape. Since
then, both companies have been collaborating closely to integrate
NovelVox's innovative solutions with Avaya's on-premise contact
center environment for enhanced operational efficiency and seamless
customer experience.
NovelVox's Digital Customer Engagement Platform Drives
Omnichannel Engagement in Avaya
Avaya integrates with CXInfinity, the digital customer
engagement platform from NovelVox to offer agents a unified view of
customer interactions from all touchpoints. The integration helps
agents to receive interactions from Voice and Digital channels on
one screen - empowering them to resolve queries more
efficiently.
The integration unlocks a dozen advanced digital capabilities
such as -
- A fully integrated omnichannel workspace to handle interactions
from email, chat, SMS, Facebook, WhatsApp, Twitter, Instagram, and
more.
- Seamless integration with CRMs, Knowledge Base, Ticketing
Software, and 75+ other business apps to eliminate screen toggling
among agents.
- Unified view of customer data, past interaction history, and
other relevant information to keep agents contextually aware all
the time.
- Cherry Picking, CoBrowsing, Sneak Peak, and more smart features
to enhance the agent's efficiency during live interactions.
- Industry-optimized bots with 100s of pre-defined intents and
agent escalation capability to allow customers to self-serve
routine queries.
- Dedicated Supervisor and Quality Management Modules for
real-time monitoring and informed-making.
- Custom contact center reports to analyze performance gaps from
multiple data sources closely.
Amit Gandhi, CEO of NovelVox,
reflects on their partnership with Avaya, emphasizing the shared
goal of meeting modern customer expectations for quick and
personalized responses across all communication channels. He
states, "Today's customers expect quick and personalized responses
no matter which channel they interact from. Having siloed
applications in place only leads to contextual gaps and unnecessary
delays - which detroits the overall service experience. While
partnering with Avaya, we ensured that with the new digital
engagement platform in place, these contextual gaps are replaced
with contextually-aware, omnichannel engagements. It's been a
long-time collaboration and we are excited to see Avaya embracing
our omnichannel CX solutions".
About NovelVox
NovelVox is a global software company that has been developing
flexible, optimized Contact Center Solutions for Cisco, Webex,
Avaya, Genesys, Five9, Zoom, 8*8, Dialpad, Nice, and Amazon Connect
contact centers for over 15 years. The company has an extensive
library of 75+ third-party app integrations to empower agents with
unique integrations powered by solutions like Unified Agent
Desktops, Contact Center Wallboards, Reporting & Analytics,
Conversational AI, and more. With over 330 global deployments
across verticals, including banking, telecoms, healthcare,
government, education, and retail, NovelVox is redefining agent and
customer experience for improved agent productivity and brand
loyalty.
Media Contact
Martin Katz, NovelVox, (+1)
301-788-5451, m.katz@novelvox.com, https://www.novelvox.com/
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SOURCE NovelVox