Optimize agent performance to deliver exceptional user experience. Seamless 3rd party integration.
NovelVox Agent Desktop integration with Freshdesk helps Genesys contact centers grow business exponentially and creates a good reputation by offering personalized customer experience. From CRM to ticketing, everything is now visible to agents on a single screen. Further, there are industry-specific templates which help agents save time lost in toggling screens to fetch relevant information. The integration reduces the Average Handle Time (AHT) and improves First Call Resolution (FCR) of agents and increasing happy customers.
Integrating NovelVox Genesys Agent Desktop with Freshdesk has the following benefits.
Seamless integration with 3rd-party software.
Save time lost in screen switching.
Equip agents to raise and manage tickets from their desktop on a single screen.
Unified view of customer information that lowers call handling time.
Industry-specific desktop interface that can be further optimized according to the business needs.
Genesys contact centers can avail features like agent statistics, call statistics, call control gadgets and more with integration of NovelVox Agent Desktop and Freshdesk. This will improve customer-agent interaction with in-built gadgets and industry-specific desktop fields.
NovelVox contact center solutions implementation requires an initial discovery session with the customer due to the complex nature of the enterprise customer's telephony environments. The customer's existing telephony or contact center system is understood.
With findings from the discovery session, the platform is configured with rules required for the end result and deployed within the customer's on-premise environment.