NovelVox Work From Home Solution to Enhance Agent Performance From Office or Home Office

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Contact centers are still exploring about the fact that customer experience is not bounded by the presence in office but the technology used. And, when it comes to operating from home, most contact centers are stuck with default gadgets that come with complexities of VPN access for CTI call controls and more. The process of switching on-floor and at-home solutions have made companies to think multiple times about remote functioning. NovelVox assures contact centers for enhanced performance from office or home office with their flexible and optimized solutions.

NovelVox has been creating exceptional contact center solutions for the past 11 years. To enable agents to deliver exceptional customer experience from any location, the company offers instant and advanced solutions. Where the former does wonders at times of emergency with 24 hours implementation process without the need for VPN access and later acts as a perfect long-term solution. NovelVox Work From Home solutions assures seamless transition and integration to improve AHT and customer experience from any geo-location of the customer.

Instant solutions include-

1. Mobile App: embedded CTI call controls with agent phonebook and agent stats. Finesse Mobile Agent App can be downloaded over iOS and Android devices with a simple internet connection. It can be accessed over a tablet or smartphone.

2. Desktop Lite: Standard agent desktop with call controls accessible from any desktop browser

3. Supervisor Lite: Monitor agent performance operating via app or desktop. Stats and call controls are accessible from any desktop browser or mobile app.

Advanced Solutions:

1. NovelVox Agent Desktop: Agents can still reduce AHT and improve FCR when operating from home. Cisco Finesse Agent Desktop offers seamless integration with over 70 3rd party applications, including CRM, ticketing, and more for a personalized caller experience. Additionally, the agent is supported with built-in gadgets such as knowledge base, agent scripting tool, etc. for improved call quality.

2. Supervisor Desktop: To end the worries of team performance operating from home via Agent Desktop or Mobile App, there is NovelVox Cisco Supervisor Desktop. The manager or supervisor can monitor live calls and check stats to manage and motivate agents to perform better, even during high call volume.

NovelVox CEO, Amit Gandhi states, “Serving the contact center industry since 2008, we are focused on revolutionizing experience with our solutions. We believe agent experience is the path to customer experience. We have work from home solutions for all businesses. We understand the limitations of default gadgets and so have designed solutions that don’t let the agent’s efficiency get affected based on location f operation. So, our solutions are designed, considering all parameters that will only improve productivity and satisfy the customers. Further to combat high call volume, the businesses can outsource highly-skilled agents across the globe that can assure amazing customer experience.”

About NovelVox:

NovelVox is a global software company that has been developing flexible and optimized Contact Center Agent Desktops and Wallboards for Cisco, Avaya, Genesys, and Five9 for over 11 years. NovelVox has an extensive library of Cisco Finesse integrations with solutions for more than 70 applications. The Novelvox Cisco Finesse Gadget Designer is the world’s only drag and drop Finesse gadget designer, empowering companies to create their perfect agent environments as and when required. With over 150 global deployments across verticals, including banking, telecoms, healthcare, government, education, and retail, NovelVox has the experience to create customized solutions for any industry.

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Martin Katz
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