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NovelVox Partnership Helps Optimize Zoom Contact Center's Unified Agent Desktop

By Tracey E. Schelmetic October 12, 2023

When video conferencing company Zoom introduced its new contact center solution earlier this year, it broke some technology barriers. Unlike most contact center as-a-service (CCaaS) solutions that are optimized for voice, Zoom Contact Center was the first omnichannel cloud contact center platform optimized for video. Now, the company has taken steps to optimize and unify its agent desktop.

NovelVox, a contact center experience optimization company, recently announced that it has joined forces with Zoom to unify the Zoom Contact Center experience with industry-optimized agent desktop integrations. The collaboration is expected to allow Zoom customers to embed Agent Accelerator, a unified agent desktop from NovelVox, within Zoom Contact Center for an integrated and optimized view of customer information. The goal is to empower agents to deliver a personalized and connected experience.

Customer expectations are on the rise. Today, customers expect personalized-yet-consistent service experiences no matter what channel they choose and whom they interact with. They expect contact center agents to not only know their names, but also have complete access to their entire customer journey so that they don't have to repeat information, face longer wait times, or go through multiple call transfers.

That's why this NovelVox-Zoom news is important.

NovelVox’s Agent Accelerator unifies all the applications an agent uses while handling a customer interaction, including core industry apps, business applications, backend systems, databases, CRMs and more, bringing a more comprehensive and cohesive picture of the customer journey and experience for agents on a single screen. Agents do not have to switch screens or leave their Zoom workspace to validate key customer details during a live interaction, ensuring agents resolve queries faster and deliver a quality service experience to customers. Agent Accelerator is optimized to easily connect with the core systems in healthcare, banking and finance or insurance.

"We are constantly striving towards transforming contact centers into a truly consolidated customer experience center and the Unified Agent Desktop for Zoom Contact Center is only a step towards that goal,” said NovelVox CEO Amit Gandhi in a statement. “The idea of partnering with Zoom and delivering a unified agent experience is a significant milestone for NovelVox and it continues to motivate us to innovate and deploy more refined contact center integrations. We have designed our Unified Agent Desktop to adapt to the increasing needs of customers, agents, as well as the customer experience-intensive sectors such as banking, credit unions, healthcare, insurance, and more - all with one simple mission to bring efficiency and coherence into the customer experience."

Edited by Alex Passett
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