Cloud Contact Center
Save money by consolidating your platforms when switching to Novel CX's virtual cloud contact center. We can reduce or eliminate your spend on licensing costs: Dialpad, CRM, Workforce Management and QA. Request a demo today!
Orchestrate consumer journeys to manufacture the perfect consumer experience
CX
Whatever your industry is, Consumer Experience (CX) is critical to your success. Your contact center solution is often the first line of engagement you have with your consumers, so deploying the best solution is crucial.
As you shop for solutions, we'll offer a single pane of glass for the performance of your campaigns, staffing, and quality while giving you and your staff an unprecedented level of simplicity.
Voice Essentials
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Voice Engagement Inbound and permission controlled outbound dials. Utilize our powerful browser based phone, SIP server, or bring your own.
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IVR & ACD w/ API Support Say or play in over 20 languages, respond to voice or input. Ingest information from your endpoint to customize the experience utilizing your customers' name, account information, balance, etc.
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Time & Attendance Benefit from scheduling, time off/ vacation Workflows, Schedule Adherence and integrated reporting and analytics.
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Workforce Engagement Upload forecasts, plan staff performance down to the interval and compare each plan to actual performance in order to to improve forecst and plan accuracy in order to ensure you are optimally staffed.
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Sentinel Monitor agent offline and phone states. Compare expected or scheduled activities to what is occuring in real-time.
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Real-time Dashboards Flexible tabbed dashboards with customizable metrics for campaigns, agents while blending in workforce planning elements.
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Dynamic Historical Intelligence 360 degree view of historical contact center performance with flexible filtering, grouping and ondemand charting.
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Call Recording Dual channel call recording capturing all parties for all calls with start/ stop functionality for compliance purposes.
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ML-Powered Conversation Insights Improve customer experience and agent performance with ML-powered conversation insights. Analyze calls for agent or customer sentiment, call drivers, silent time, interuptions/ talk-over and transcribe both sides of a conversation with industry leading accuracy.
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Time Cards We track the clock-in and clock-out of your staff which can be synced with our payroll or tracking systems.
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API We're an API-First platform, capable of creating APIs to meet your specifications.
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Quality Evaluations We're building out workflow for call quality evaluations. Early preview available.
DIGITAL PLUS
EVERYTHING IN VOICE ESSENTIALS +
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Digital Enagement Channels Run a omnichannel contact center handling voice plus text. Allows you to skill and route text channels such as Chat, Email, SMS. Chat includes social media, messaging apps such as whatsapp as well as website chat.
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Task Payloads Use our no code form builder to deliver a form with your agent's task (call or chat) that when completed can be sent to an endpoint of your choice. This can be utilized with integrations such as Google Sheets, API End Points, Salesforce, etc.
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Digital Transcription Convert your calls to text for review. Utilize your transcribed calls to trained your AI.
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AI Add AI to forecasting processes to reduce time-spend planning staffing iterations while increasing your plan's accuracy.
DIGITAL PLUS
EVERYTHING IN DIGITAL PLUS +
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Custom Integrations We'll work with your team to orchestrate your consumer journey. This includes custom reporting, apis, widgets, access controls, phone interactions, branded site deployments and more.
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Developer Preview Early access and input into roadmap.
Additional telco and usage fees not included.
Achieve your Digital First business strategy
by expanding your reach into all of the channels your consumers reside in
Flexible routing logic ensures that the right worker handles your critical tasks each and every time.
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Capture Business Events
Route anything from calls, sms, email, chats, coachings or approvals.
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Worker Attribute-Driven Routing
Create your own agent attributes, then utilize them in your routing workflow.
Integrated Workforce Monitoring
Real-time monitoring and adherence lead to more effective planning which ensures you always have staff to support your consumers.
Real-time State Adherence
Go beyond creating states for your workers. Give each state various attributes that will improve your ability to effectively report and plan. Once you've created your states, monitor your worker's activity in real-time.
Simple and intuitive for all user roles
Your staff won't be distracted by the system, we offer intuitive controls allowing agents to effortlessly toggle between tasks. All tasks are centralized and grouped by type.
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All Channels Centralized
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Dynamic Programmable Containers
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Quick Contacts
Integrate your existing CRM or deploy a custom payload on task delivery
We'll assist in connecting your existing CRM to your Novel CX platform. If you don't have one today, you can customize a task interaction panel that fits your needs.
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Payloads
Load a custom content container or iFrame for workers based on the routing rules associated with the incoming work time.
Quality and Analytics
Improve Consumer Experience (CX) with the power of Artificial Intelligence (AI) Machine Learning (ML) analytics and insights.
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Natural Language Processing (NLP)
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Call Transcription
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Customer Sentiment
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Caller Sentiment
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Call Drivers
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Sensitive Information Redaction
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Voice to Text Translation
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Issue Detection
Quality Evaluations
Single pane of glass for all things quality. Create custom scored Quality Evaluations for use in your call and text campaigns.
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Localized Player
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Simple Transcription
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Turn-by-Turn Transcription + Sentiment
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Quality Evaluation Builder
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Score Agent Calls Easily
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Intuitive Workflows
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Route Calls To Highest Performing Agents
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Tag Calls With Categories Notes
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Mark Call Timeline For Fast Playback
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Call Events Feed - Spot Holds, Silences, and Sentiment Where It Occurs
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