BETHESDA, Md., April 1, 2020 /PRNewswire-PRWeb/ -- NovelVox is
known for its optimized contact center solutions that assure
increased productivity and improved efficiency . For an improved
performance at Cisco contact center, the company has another
effective product targeting the managers, i.e., Cisco Supervisor
Desktop. Supervisors at Cisco contact center can focus more on
monitoring team and supporting them instead of struggling with
applications. It supports all Finesse version till 12.5.
Contact centers today handle numerous calls in a day where the
work pressure makes it necessary to offer the latest technology to
the agent for call handling. The story does not end here; further
improvement in performance depends on how well the supervisor can
support the agents and monitor their real-time performance.
NovelVox Supervisor Desktop equips manager with access to all
updates related to agents, state, call queue, and more. The
supervisor can manage team performance effectively and improve the
customer experience. It offers real-time statistics of agents,
teams, and call lines. Also, the supervisor is notified whenever a
set KPI is breached.
NovelVox offers a long list of features, including agent
reskilling for improved call resolution. According to the call
volume or agent's performance, the supervisor can change the state
of the agent from not ready to ready. Further, to improve customer
experience, the supervisor has the option to monitor a call
silently or live barge in to support agent or resolve queries as
and when required. Including all the above features, this
supervisor desktop allows supervisors to work from home and manage
the agents working from home or via Finesse Mobile Agent App.
In addition to monitoring and management of the team, other
business benefits of Cisco Supervisor Desktop include no separate
admin UI for agent reskilling, precision queue, and password
change. It offers integration with 3rd party applications such as
WFM, Call Logger, quality monitoring tool, etc. Without interfering
with the call, the supervisor can broadcast critical information to
the agents.
Amit Gandhi, NovelVox CEO quoted,
"We work with an intent to create optimized and flexible solutions
for contact centers that improve agent and customer experience
keeping the ROI high. Our Cisco supervisor desktop focusses on
improving agents' performance and supporting them whenever required
with live data for Cisco Finesse agents (UCCE). A supervisor can
view KPI, presence notifications, Agent state logs, ACD state logs,
and more. The software offers amazing features, including
inter-team chat and chats with the supervisor, since we believe
communication is the best way to deal with all issues. Cisco
contact center supervisors will no more require to switch
applications and focus just on team performance management. "
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.
SOURCE NovelVox