NovelVox Adds Services and Sales Modules to its CXInfinity Platform

Contact center solutions provider NovelVox recently introduced two new modules for its AI-powered omnichannel customer engagement platform CXInfinity: "CXInfinity for Service" and "CXInfinity for Sales". These new modules were added to offer complete omnichannel assistance to customer service and marketing and sales teams.

The platform aims to empower contact center agents with one unified window for accessing and engaging with customers regardless of where they are reaching out from. Key features include an omnichannel workspace for agents, CoBrowse, Live Chat, bot integration, third-party app integration and more.

The first of the new modules, CXInfinity for Sales, is a specialized contact center solution that can enhance the operational efficiencies of sales and marketing teams. Its advanced outbound campaign manager (which is integrated with the agent's telephony system or contact center) makes it easier for teams to not just send multichannel campaigns, but also proactively address responses that get triggered through such campaigns. CXInfinity's existing digital engagement capabilities and integrations make it "a fantastic end-to-end CX solution for sales," said the company.

The second new module, CXInfinity for Service, is a dedicated contact center solution designed to boost the productivity of customer service teams. The module consists of case management software that's pre-integrated with a telephony system, eliminating the need for an additional CTI connector and reducing the integration costs for contact centers. As a ticketing software solution, when tightly integrated with other business applications and channels, can help create a comprehensive CX package for service teams.

"CXInfinity has always been an integral part of NovelVox offerings. With these two modules, we aim to optimize the experience for specific segments within contact centers—service and sales,” said Amit Gandhi, CEO of NovelVox, in a statement. “We look forward to enhancing operational efficiency and customer satisfaction through these targeted solutions."