NovelVox Launches Credit Union Unity for Contact Centers to Boost Member Experience

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NovelVox expands its solutions in the credit union contact center industry with its new Credit Union Unity series—Credit Union Unity Lite, Credit Union Unity Plus, and Credit Union Unity Advance.

"Credit Union Unity will not only enhance the member service experience but also save up to 30% of the operational costs—meaning better productivity."

NovelVox, a market leader in providing innovative and bespoke agent desktops, announces the launch of its new series of Credit Union Unity products. These products have been designed keeping in mind the specific integration and workflow optimization needs of credit union contact centers.

NovelVox is known for delivering comprehensive and customized contact center solutions across various industries including banking, finance, telecoms, healthcare etc. They launched the Credit Union Unity series of products on February 21, 2019. It has ready integration with Jack Henry Associates Applications, Fiserv DNA Core, Symitar Episys Quest with Cisco Finesse and Avaya contact centers. They come in three plans—Credit Union Unity Lite, Credit Union Unity Plus, and Credit Union Unity Advance. These plans are designed keeping in mind the specific needs of Credit Union contact centers. However, all of Credit Union Unity plan comes with an exclusive screen POP feature which lets a contact center agent get instant screen pop information about the calling member. NovelVox claims that this feature will boost member experience and save on the agent’s Average call Handling Time (AHT). With reduced AHT, the agents will be able to improve their productivity and quality along with improving their First Call Resolution (FCR). The Credit Union Unity also provides the supervisors the ability to track and monitor the contact center real-time performance straight from their mobiles and tablets—with instant triggers that shows stats so that supervisors can take prompt action as and when required.

“With the launch of Credit Union Unity, we have taken a significant step forward into this very promising and crucial market of credit union contact centers. Regardless of which industry you are in, in order to keep up with the rising market expectations, it is crucial that you keep both—your member’s and agent’s journey efficient, effective and personalized” explains Amit Gandhi, CEO NovelVox. “We are pleased to bring in new capabilities and technologies built exclusively for credit union contact centers that will prove to be a game-changer. It will let you redefine CX and earn member loyalty by competing with emerging market trends and demands.”

NovelVox states that Credit Union Unity will not only enhance the member service experience but also save up to 30% of the operational costs—meaning better productivity. Credit Union Unity can be equipped with dedicated supervisor desktops that enable supervisors in monitoring the agents real-time and also do barge-in calls when necessary. This plays a major role in enabling effective agent management and running a smooth contact center operation as per the business requirements. With NovelVox Credit Union Unity, get advanced iVision wallboards which provide access to real-time performance in the contact center. NovelVox states that the innovative iVision wallboards help contact center agents to track their live performance and motivates them to enhance their efforts accordingly. This will result in better productivity and empower agents to take initiative on their own and create their own personal goals. NovelVox firmly believes that the Credit Union Unity is a path-breaking product and will revolutionize the agent and member experience in the Credit Union contact center industry. Not only is Credit Union Unity super effective and productive for credit union contact centers, but it is also highly cost-effective. It can be used and implemented by any contact centers having few or a large number of agents—starting from 5 to 10,000 agents.

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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