NovelVox Launches ‘City Assist’ for Government & County Contact Centers to Enhance Quality Engagement with Citizens

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NovelVox brings in exclusive contact center solutions based on specific needs of the county and government entities, named—City Assist for Supervisors, Core City Assist, and Advance City Assist.

City Assist offers one integrated solution for every government and county services with powerful supervisor desktops and real-time monitoring wallboards.

NovelVox launches its new product City Assist which specifically focuses on providing department wise contact center solutions to counties and government entities. These products offer unique department wise agent desktops so that the agents have smooth access to relevant information as per the department needs.

NovelVox has been delivering industry-specific solutions across various industries including banking & finance, healthcare, insurance, etc. With the launch of its new product City Assist on March 12, 2019, it has turned a new chapter in providing optimized contact center solutions to counties and government entities. City Assist offers one integrated solution for every government and county services with powerful supervisor desktops and real-time monitoring wallboards. It offers dedicated agent desktops for each department including 311. Earlier agents handling calls in county and government services contact centers had to request for the caller/citizen details every time someone called, but now with City Assist, agents know who their caller is—they can get straight to addressing the caller issue without wasting time enquiring basic caller information or history. City Assist provides a platform that integrates all the back-end services and multiple department services which offer agents all the information regarding the caller on a single screen. This enables government and county departments in offering experiential services to citizens, since the agents now not only know who the caller is but also gets insights on the callers past issues and history, it empowers the agent to proactively address the citizens’ concerns.

Keeping in mind our commitment to developing customized solutions for all departments irrespective of how big or small, NovelVox has brought in the City Assist product with three plans—City Assist for Supervisors, Core City Assist, and Advance City Assist. These plans are carefully designed keeping in mind the services that each department or government entity has to offer. City Assist will unify your agent experience by integrating your Cisco Finesse/Avaya contact centers with your backend systems, databases, and CRMs to provide you with one powerful agent desktop. Contact center agents will feel empowered as they will have access to the required data and services on a single screen. This improves agents average handling time and the agent will be able to handle more calls in the day with better call resolution.

NovelVox CEO, Amit Gandhi states, “NovelVox, as one of the leaders in providing customized contact center solutions, has been constantly developing new and effective contact center solutions for various industries. City Assist is our latest product designed specifically for the county and government entities, guaranteed to provide quality agent-citizen interaction in less time. It comes with advanced Supervisor Desktop that empowers supervisors to make informed decisions on operations and resource management.” Amit further states that “this enables contact center supervisors to boost productivity and empower agents to achieve their KPIs quickly. City Assist will set new standards on how government entities interact with citizens and boost agent-citizen experience to a new high.”

Besides Supervisor Desktop, all NovelVox City Assist plans come with real-time iVision wallboards where individual and team performance can be monitored which creates an optimistic and contact center environment. City Assist comes with guided agent scripts which helps reduce training times for new/junior agents. It also enables contact center agents in providing a much faster resolution to complex citizen issues like motor vehicle registration, transport permits, financial reports, public works, watershed management, parks & recreation, education, licenses & permits, employment, pet adoption, taxes and revenues, or getting vital documents etc. Other key City Assist features include integration with complete knowledge base within agent desktop—so no more switching screens to get caller details, and mobile dashboard so that supervisors have access to contact center stats on the go.

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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