#contactcenterworld, @novelvox, @zoom_us
Roswell, GA, USA, Oct. 3, 2023 - NovelVox, a contact center experience optimization company, announced that they have joined forces with Zoom Video Communications, Inc. to unify the Zoom Contact Center experience with industry-optimized agent desktop integrations. This collaboration will allow Zoom customers to seamlessly embed Agent Accelerator, a unified agent desktop from NovelVox, within Zoom Contact Center for an integrated and optimized view of customer information - empowering agents to deliver a personalized and connected experience.
Agent Accelerator is one of the CX transformation tools from NovelVox that unifies all the applications an agent uses while handling a customer interaction, including core-industry apps, business applications, backend systems, databases, CRMs, and more - bringing a comprehensive and cohesive picture of the customer journey and experience for agents on a single screen. Agents do not have to switch screens or leave their Zoom workspace to validate key customer details during a live interaction, ensuring agents resolve queries faster and deliver a quality service experience to customers.
Customer expectations from contact centers have evolved significantly in recent years. Today, customers expect a personalized yet consistent service experience no matter what channel they choose and whom they interact with. They expect contact center agents to not only know their names but also have complete access to their entire customer journey so that they don't have to repeat information, face longer wait times, or go through multiple call transfers.
To deliver such an integrated experience, NovelVox is joining forces with Zoom to empower agents with all the information they need to deliver a superior CX from within their Zoom Contact Center. The integration and unification will be enabled by embedding NovelVox's unified agent desktop within the Zoom apps framework.
Talking about the partnership, NovelVox CEO Amit Gandhi said "We are constantly striving towards transforming contact centers into a truly consolidated customer experience center and the Unified Agent Desktop for Zoom Contact Center is only a step towards that goal. The idea of partnering with Zoom and delivering a unified agent experience is a significant milestone for NovelVox and it continues to motivate us to innovate and deploy more refined contact center integrations. We have designed our Unified Agent Desktop to adapt to the increasing needs of customers, agents, as well as the customer experience-intensive sectors such as Banking, Credit Unions, Healthcare, Insurance, and more - all with one simple mission to bring efficiency and coherence into the customer experience."
Posted by Veronica Silva Cusi, news correspondent
Established in 2008, NovelVox offers flexible Contact Center Unified Agent Desktops, Supervisor Desktops, Contact Center Wallboards, CTI Connectors, Agent Scripting Tools and other contact center applications for customers of all sizes, ranging from Enterprise Organizations to more dynamic customer-centric companies. These products support Cisco Finesse, Avaya and Genesys. NovelVox is a provider in the Contact Centre Desktop Agent space. It is accredited by Cisco as a Preferred Solution Provider. It has offices in India, UK, USA, KSA & UAE and it has clients in 80 plus countries. It provides industry-specific solutions in Healthcare, Government, Banking and Finance, Credit Unions, Retail & Telecom Contact Centers. NovelVox provides the Ready Integrations of your contact center application with all major CRM, ticketing software, bespoke applications, internal database or your legacy systems like Epic, Salesforce, Service Now, Microsoft Dynamics, Jack Henry, Symitar, Cerner, Zendesk, Tibco, Oracle, Citrix, Siebel, FIS, SAP, Fiserv etc. It offers exclusive agent desktop for Credit Unions. NovelVox’s Cisco Finesse Gadget Designer Studio is the only GUI based Cisco Gadget Designer tool that allows to create or edit agent desktop with a drag & drop designer Tool.
About Zoom Video Communications, Inc:
Zoom helps businesses and organizations bring their teams together in a frictionless environment to get more done. Our easy, reliable cloud platform for video, voice, content sharing, and chat runs across mobile devices, desktops, telephones, and room systems. Zoom is a private company headquartered in San Jose, California.
Published: Wednesday, October 4, 2023
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The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...