NovelVox Introduces Intuitive Visual IVR for Cisco, Avaya, and Genesys Contact Centers

NovelVox

Customers expect to connect with you quickly and effortlessly to resolve their queries. Thus, IVR enables them to connect with customer support quickly. Usually, during IVR communication, customers encounter too many complex IVR menus that spoil the customer experience and frustrate them. So, NovelVox is taking a step forward to transform frustrating conventional IVR prompts into interactive visual journeys for customers and launching Visual IVR.

NovelVox’s Visual IVR offers a visually-appealing self-service experience and clear visibility of options for more accurate responses. Continuous augmentation of a live agent for a chat as well as voice assistance ensures that no customer query remains unresolved.

With visual IVR, customers can share information in more than one way – alphanumeric data, troubleshooting images, web links, visual forms, and more to greatly reduce the need for call transfers to a live agent. Fewer call transfers mean fewer interactions in call queues and a better agent and customer experience.

Recurring queries do not require live agent assistance. Here, Visual IVR automates such interactions by offering customers a digital-driven visual IVR service, navigating them to the desired solution through a more engaging, self-driven digital menu.

NovelVox CEO, Amit Gandhi, quotes, “According to the latest CX trends, I have come to think that enhanced, self-service, effortless and fast interactions can keep your customers. To this end, we’re launching intuitive Visual IVR that helps contact centers turn their voice IVR into interactive visual journeys. Visual IVR offers digital menus, alphanumeric data, troubleshooting images, web links, visual forms, and more that help in quick case resolution.Visual IVR greatly improves your contact center by improving agents’ productivity and reducing costs in operation.”

About NovelVox

NovelVox delivers key contact center solutions such as unified agent desktops and wallboards for Cisco, Avaya, Genesys, Amazon Connect, Webex CC, etc. NovelVox solutions for customer engagement empower clients to deliver innovative CX across channels. Their AI-powered customer engagement platforms – CXInfinity, Chatbot – InfiBot, Live chat, Voicebot, Video chat, and Co-Browse transform customer engagement into a connected and engaging experience.

NovelVox also helps contact centers integrate two separate systems – Phone systems and Computer programs such as CRM and Ticketing applications through their smart CTI connectors. Having seamless integration with Salesforce, Zendesk, Freshdesk, ServiceNow, MS Dynamics, Epic, and Oracle Service Cloud, the CTI connector automates tasks, simplifies processes, and improves the experience of customer. Smart CTI Connectors focus on improving contact center performance through CRM-specific features like Screen Pop, Click to Dial, and more.

NovelVox also helps contact centers optimize their customer service operations through BI-enabled reporting and analytics.

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