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Virtual Contact Operations Center

We're more than a cloud contact center. Deploy a full omnichannel contact center operation quickly with integrated scheduling, and an array of workforce tools to ensure you're appropriately staffed.

Orchestrate consumer journeys to manufacture the perfect consumer experience CX

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.

  • Capture Business Events

    Route anything from calls, sms, email, chats, coachings or approvals.

  • 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.

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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.

  • All Channels Centralized

  • Dynamic Programmable Containers

  • 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.

  • 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.

  • Natural Language Processing (NLP)
  • Call Transcription
  • Customer Sentiment
  • Caller Sentiment
  • Call Drivers
  • Sensitive Information Redaction
  • Voice to Text Translation
  • 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.

  • Localized Player
  • Simple Transcription
  • Turn-by-Turn Transcription + Sentiment
  • Quality Evaluation Builder
  • Score Agent Calls Easily
  • Intuitive Workflows
  • Route Calls To Highest Performing Agents
  • Tag Calls With Categories Notes
  • Mark Call Timeline For Fast Playback
  • Call Events Feed - Spot Holds, Silences, and Sentiment Where It Occurs

Voice Essentials

$75
$60
Per User, Per Month
  • Voice Engagement Inbound and permission controlled outbound dials. Utilize our powerful browser based phone, SIP server, or bring your own.
  • Flexible IVR Configuration We'll configure your IVR to meet our new or existing specifications.
  • Time & Attendance Benefit from scheduling, time off/ vacation Workflows, Schedule Adherence and integrated reporting and analytics.
  • 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.
  • Sentinel Monitor agent offline and phone states. Compare expected or scheduled activities to what is occuring in real-time.
  • Real-time Dashboards Flexible tabbed dashboards with customizable metrics for campaigns, agents while blending in workforce planning elements.
  • Dynamic Historical Intelligence 360 degree view of historical contact center performance with flexible filtering, grouping and ondemand charting.
  • Call Recording Dual channel call recording capturing all parties for all calls with start/ stop functionality for compliance purposes.
  • 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.
  • Time Cards We track the clock-in and clock-out of your staff which can be synced with our payroll or tracking systems.
  • API We're an API-First platform, capable of creating APIs to meet your specifications.
  • Quality Evaluations We're building out workflow for call quality evaluations. Early preview available.
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DIGITAL PLUS

$90
$75
Per User, Per Month

EVERYTHING IN VOICE ESSENTIALS +

  • 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.
  • Digital Transcription Convert your calls to text for review. Utilize your transcribed calls to trained your AI.
  • AI Add AI to forecasting processes to reduce time-spend planning staffing iterations while increasing your plan's accuracy.
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INDUSTRY

DIGITAL PLUS

Tailored
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EVERYTHING IN DIGITAL PLUS +

  • 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.
  • Developer Preview Early access and input into roadmap.
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Additional telco and usage fees not included.

Elevate your consumer experience today.

Real-time monitoring and adherence lead to more effective planning which ensures you always have staff to support your consumers.

Request a free demo today!