After the astounding success and popularity of the previous version of Cisco Finesse Mobile Agent, NovelVox, the pioneer in providing contact center solutions, is releasing the app with upgraded features. Empowering field agents further, this upgraded version comes with improvements such as team phone book, team stats, call logs and cache management from among the various other competences available to an agent seated at a contact center.
According to a survey by Walker Study, soon the price and product will become secondary with customer experience being the major brand differentiator. This makes it imperative for every business to offer exceptional customer experience via every medium. Understanding the criticality of the situation, NovelVox launched its Mobile Agent after the success of Agent Desktops to enable businesses to offer positive customer experience consistently. This upgraded app is compatible with UCCE, PCCE, UCCX with enhanced integration that offers on-floor contact center competencies to a remote agent. It empowers field agents updated features and intuitive interface to handle calls more efficiently. Now contact centers field agents will be able to score better call resolutions at a lower handle time. This will leave a lasting impression on the customer.
NovelVox Mobile Agent can be integrated with CRM, ticketing system, ERP, WFM or any 3rd party application using an open API framework. With this integration, relevant customer information is pulled from backend on to the agent’s mobile/tablet screen. This unified single screen view enables field agents to deliver quality customer service. The Cisco Mobile Agent interface can always be optimized basis the industry-specific requirements.
What are the new features of the Mobile Agent app?
It has a Phone Book, where agents working on the app can view team contact details from finesse. Team Stats feature allows agents to view team statistics live. Its call log section allows the agent to view all call logs but once signed out, only current call list is visible. Also, it saves the significant time of agents lost in entering login credentials again. The cache manager automatically feeds in detail after a one-time login.
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.” 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.”
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