NovelVox’s Universal Connector Adds 35 New Applications Integration with Cisco, Avaya, Genesys & Five9 Contact Centers to Remain as the Largest Integration Library

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NovelVox continues to have the largest library of integration with the addition of 35 new integrations. NovelVox Universal Connector empowers Cisco, Avaya, Genesys & Five9 contact centers to deliver exceptional agent and customer experience by integrating contact center software with over 70 3rd party generic and industry-specific applications.

We offer integration solutions for CRMs such as Salesforce, MS Dynamics, ServiceNow to complex software such as Epic, Symittar, Fiserv, and more.

NovelVox, a market leader in providing contact center solutions, keeps up to the promise of offering the most extensive library of integration by adding over 35 new integrations. Now, NovelVox Universal Connector offers over 70 3rd party applications integration ranging from CRM, Ticketing, EMR/EHR, Banking Applications, Legacy systems to your internal database. The contact center software can be integrated with any application having an open API. This integration is for Cisco, Avaya, Genesys, and Five9 contact center.

Customers’ expectations change all the time and contact center needs to keep up with it. But it does not happen all the time. The primary reason why agents are unable to offer exceptional customer experience is the disconnect between contact center software and 3rd party applications. Further, the agent has to toggle screens multiple times for the information and tasks they need to perform and deliver high-quality customer experiences. Poor integration also leads to inconsistent or non-personalized experience. Where 80% of customers are likely to make a purchase from businesses offering a personalized experience, no contact center can risk to ignore this element but have the best possible integrated solutions for their agents.

So, in addition to generic integration, NovelVox offers industry-specific integrations for thick client software (including healthcare, banking, and more) that saves significant time of agent lost in switching screen. It enables an agent to offer personalized customer experience as all relevant details are displayed on the screen even before the call is answered. Integration improves call resolution and decreased average handle time. Further, NovelVox integration solution is for both Agent Desktop and CTI connector, where the former fetches information from 3rd party application with open API and latter embeds call controls in 3rd party application.

Amit Gandhi, NovelVox CEO, quoted, “We are keen on offering solutions that create an exceptional customer experience and enhance agent performance. The addition of 35 new integrations is another step in this direction. And, so we remain to be the industry leaders in offering the largest library of integration. I believe seamless integration is the core of every contact center solution that empowers agents to deliver quality customer support. The integrations offered by NovelVox will be applicable to all its products ranging from Agent Desktops to wallboards to mobile apps. We offer integration solutions for basic CRMs such as Salesforce, MS Dynamics, ServiceNow to complex software such as Epic, Symittar, Fiserv, and more. NovelVox is always welcoming suggestions, requests, and challenges on integration to grow bigger.”

The new integrations will have various CRM, ERP, email, healthcare, financial applications and more to empower agents to deliver a memorable customer experience. It optimizes business process and performance by reducing bottlenecks also saves cost with the benefit of agents multitasking i.e., handling ticketing, billing, and more with seamless integration of relevant applications on a unified system. From desktop to wallboards, these integrations will assist contact centers with better customer and agent insights.

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 Fine9 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
NovelVox
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