Workforce Management Featured Article
NovelVox Unveils Enhanced WFM Solution
Customer service must be a contextual and seamless process. Agents in the field need backup, which comes from the team back in the contact center. The two sides require a tight connection, real time collaboration, and the same feature set to empower those in the field and agents in the call center.
This week, NovelVox unveiled an enhanced version of Cisco (News - Alert) Finesse Mobile Agent. The new release includes team phone book, call logs, team stats, cache management and more.
Amit Gandhi, NovelVox CEO quoted, “We are focused on developing solutions that make agents and customer experience memorable. So, we have released the Finesse Unified Mobile Agent App with better features. NovelVox is delighted to see the success and popularity of Mobile Agent’s previous versions. The seamless integration is the core of this application through which field agents can avail capabilities like contact center people. Now agents are empowered to deliver quality customer services from wherever they are with their mobile or tablet.”
The NovelVox Mobile Agent is easily integrated with CRM, ticketing, WFM, ERP or any application leveraging an open API framework. Whether staring at a desktop or tablet, the agent can take advantage of a unified single screen that can be customized for your industry needs.
He also added, “Field agents and on-floor agents need to be connected seamlessly for creating consistent customer service. And, businesses are coming on mobile for CX delivery at a much faster pace. This Mobile Agent app extends contact center capabilities for on-field agents to deliver the best. Also, we hope to create such app and gadgets that simplify the life of agents and grow the reputation of contact centers.”
Workforce management is a critical component to customer service, choose wisely. The contact center works in tandem with those in the field, the proper solution will support them operating in lockstep.
What’s in your contact center?
Edited by Maurice Nagle
