In today's rapidly evolving business landscape, contact center agents across various industries encounter significant challenges due to disintegrated systems. These industries rely on core systems that support critical functions such as customer relationship management (CRM), enterprise resource planning (ERP), and other specialized applications to facilitate crucial functions. However, the disjointed nature of these systems forces agents to navigate through multiple screens and applications, resulting in time wastage and prolonged customer wait times. This fragmented approach hampers efficiency and impacts the overall customer experience negatively.
ROSWELL, Ga., Aug. 8, 2023 /PRNewswire-PRWeb/ -- Recognizing this persistent challenge, NovelVox, a pioneer in the contact center industry, has partnered with Five9 to introduce a seamlessly-integrated, business-optimized Unified Agent Desktop.
The Agent Desktop seamlessly consolidates customer information from a wide range of systems, including core-industry apps, business applications, backend systems, databases, CRMs, and more. The unified desktop empowers agents to deliver personalized and satisfactory customer experiences by giving them a holistic view of customer details. Further, the integrated systems give agents real-time access to customer data, previous interactions, and purchase history for personalized and contextually-relevant conversations.
The solution caters to various industrial verticals by bringing the on-prem and cloud systems together. It offers effortless integration with core systems and industry-optimized applications, including EPIC, FIS, Symitar, and Cerner with Five9 Contact Center. Thus, enabling businesses to leverage their existing investments while harnessing the power of the Cloud. The unified approach also extends flexibility to integrate across digital channels and tools, allowing businesses to effortlessly scale up solutions to meet evolving customer needs and enhance operational efficiency.
NovelVox CEO Amit Gandhi expressed his excitement about the new launch, stating - "We are delighted to announce our partnership with Five9 and aim to expand our solutions vertically and across contact centers with the launch of our Agent Desktop for the Five9 Contact Center. Partnering with Five9 is a significant milestone for us, and we are excited to further enhance our partnership and increase market penetration, particularly in customer experience-intensive sectors such as Banking, Credit Unions, Healthcare, Insurance, and more. Apart from extending the usual benefits of equipping agents with holistic customer information, cutting down response times, and elevating customer experiences, our unified agent desktop solution helps unlock new levels of efficiency by bridging the gap between on-prem and cloud systems, enabling businesses to leverage the best of both worlds."
NovelVox's partnership with Five9 is a significant breakthrough in simplifying contact center operations for a range of industries. With the launch of the unified agent desktop built to meet specific business needs, NovelVox and Five9 are empowering agents to deliver exceptional customer experiences while streamlining workflows and enhancing overall contact center efficiency. This collaboration paves the way for businesses to unlock new levels of productivity and drive positive outcomes in the world of dynamic customer service.
NovelVox is a global software company that has been developing flexible, optimized Contact Center Solutions for Cisco, Avaya, Genesys, and Amazon Connect Contact Centers for over 14 years. Equipped with an extensive library of over 75+ third-party app integrations, we help agents with unique integrations powered by intuitive solutions like Unified Agent Desktops, Contact Center Wallboards, Reporting & Analytics, Conversational AI, and more. With over 300 global deployments across industrial verticals, including banking, telecoms, healthcare, government, education, and retail, NovelVox is redefining agent and customer experience with an extensive focus on improved agent productivity and brand loyalty.