NovelVox Agent Desktop—First to Pass Cisco Interoperability Verification Testing (IVT) for Cisco Finesse 12.0

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Redefine Agent experience with a complete 360-degree view of the customer, using the Cisco Finesse 12.0 Ready Unified Agent Desktop by NovelVox

NovelVox Cisco Finesse 12 Agent Desktop comes with some of the latest contact center upgrades and features focused on enhancing user experience.

A lot of buzz and work had been going around the contact center industry since Cisco came out with 12.0 version of Cisco Finesse. In the race to provide contact center solutions that are compatible and compliant with Cisco Finesse 12.0, it is fair to say that NovelVox, with the launch of New Agent Desktop, became the first to offer Cisco Finesse 12.0 compatible desktops by having passed the Interoperability Verification Testing (IVT) requirements.

This new development in products reinforces NovelVox’s commitment to create and deliver NextGen Cisco Certified products to improve Customer Experience in the Cisco Finesse ecosystem. NovelVox being Cisco’s Preferred Solution Partner has been continuously working in parallel with Cisco’s development and enhancements to increase its capability to offer the best-integrated agent experience. Sticking to its motto of Happy Agent – Happy Customers, NovelVox has already created the biggest library of applications that can be readily connected with Cisco Finesse including some of the toughest integrations like Banking and Healthcare’s core applications. They claim to have the ready capability to integrate any application which has an open API with Cisco Finesse using their Universal Connector.

NovelVox Finesse 12 Agent Desktop comes with some of the latest contact center upgrades and features focused on enhancing user experience. It is set to offer a complete 360-degree view of the customer data to deliver seamless agent-caller interaction. It brings positive enhancement in agent-caller interaction, thereby gaining the trust and loyalty of the customer.

Known for providing personalized solutions and products through seamless integration in the contact center industry, NovelVox is a pioneer in creating customized agent desktops for contact centers across industries, including finance, banking, healthcare, telecom, government, credit union, etc. The new Cisco Finesse 12 agent desktop enables agents to swiftly respond to the customer’s queries without switching screens or putting the caller on hold. This is possible by easily integrating all third-party applications with the new Cisco Finesse 12 Agent Desktop. It results in a seamless flow of information to the agent as and when required. As a result, customer experience gets a boost and agents save on their Average call Handling Time (AHT). With reduced AHT, the agents are able to improve their productivity and quality along with enhanced First Call Resolution (FCR).

NovelVox CEO Amit Gandhi states that “NovelVox is working shoulder to shoulder with Cisco when it comes to adapting and implementing the latest technology and has proved to be a Cisco Preferred Solution Partner in true sense. With our launch of Cisco Finesse 12 Agent Desktop, we have become the first ones to bring out the most awaited agent desktop of 2019.” He further says that “Cisco has rightly incorporated most of the feedback that it received while designing Finesse 12.0. We have taken it one step forward by working towards their goal of providing a single-pane-of-glass portal, best internal team collaborations and more by providing integrated industry-specific desktops with improved designs and functionality along with added gadgets for internal collaboration to deliver enhanced user experience; thereby further strengthening Cisco’s intent. NovelVox’s Cisco Finesse 12 Desktop comes with upgraded features that will empower agents and allow them to greet their caller by their first name and view all caller information instantly in a single pane of glass view. This will empower the agent in offering a personalized customer experience and gain customer’s trust and loyalty.”

Cisco Finesse 12 Agent Desktop also comes with enhanced security measures. With integrated desktops, agents can now access only restricted information that is essential to handle calls instead of having complete application’s access, like EMR or banking applications, which has all customer information including financial information or health records. NovelVox Finesse 12 Agent Desktop, also comes equipped with pre-built-in gadgets along with a wide range of industry-specific templates. With its latest development in products, integration, and customization, NovelVox Finesse 12 Agent Desktop is setting new standards for the customers in redefining user experience.

About NovelVox

Established in 2008, NovelVox is a global software company that has been developing flexible Contact Center Agent Desktops, Wallboards and other contact center applications for customers of all sizes, ranging from Enterprise Organizations to more dynamic customer-centric companies—depending on the client’s requirements and needs. At NovelVox, special attention to detail is given while designing the products so that it complements a variety of Contact Center applications including, Cisco, Avaya, and Genesys.

NovelVox aims to provide every client with a fully customized agent/supervisor desktop that will empower contact center agents with the right information at the right time, every time.

Over the past decade, NovelVox has established 5 global offices, made customers in 80+ countries with 150+ global deployments across many business verticals, including Banking, Telecoms, Logistics & Travel, Healthcare, Government, Education, and Retail.

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Martin Katz
NovelVox
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