www.novelvox.

com

NovelVox Agent
Desktop

Cisco Finesse 12.0

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Key Benefits of NovelVox Unified Cisco Finesse Agent Desktop 12.0

 Enhanced customer experience
 Seamless Integration
 Single pane of glass view
 Know your caller
 Switch screens by IVR Inputs
 Industry-specific optimized desktop solutions
 Easy Drag & Drop designer tool
 Pain-Free CAD/CSD to Finesse Migration
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Enhanced Customer Service

Almost a decade from now, customer service used to be almost non-existent;
however, they play a major role in any business' success or growth at present.
In contact centers, customer service and delivering quick and appropriate
answers to customers queries is of great importance. With NovelVox Cisco
Unified Agent Desktop 12.0, we provide you with all customer information on
a single screen so that the agents can greet the callers with their name,
without the need to verify and re-validate customer information.
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Seamless Integration
35.4% of contact center professionals believe that
lack of proper integration in contact centers as one
of the biggest obstacles for them in providing high-
quality customer service.
Cisco Finesse Unified Agent Desktop offers ready
integration with the biggest library of 3rd party
applications from CRM, ticketing, EMR/EHR, banking
applications, legacy systems to your homegrown
internal database.
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Single Pane of Glass Experience

Enhance your First Call Resolution (FCR) rate and
decrease Average Handling Time (AHT) by offering a
single screen view to your agents by integrating all
third-party applications with Cisco contact center to
provide a unified view.
• Easy and simple integrations to 3rd party
applications
• Easily read & write data for quicker call disposition
• Deliver an exceptional omnichannel customer
experience
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Know Your Caller

Empower agents to deliver experiential customer
service by greeting the customers with their first
names. Provide agents access to all the customer
details prior to answering the call. No more
revalidating the customer info to pull records.
• Collect customer details without any copy/paste
• Say “hello” to the customer using the first name
• Agents will have all the required details to easily
validate the caller
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Switch Screen by IVR Inputs

Use Cisco Finesse Agent Desktop to enhance FCR and
deliver faster call resolution. Be able to dynamically
populate the required information by knowing the
reason for the call.
• Switch screens as per calls based on IVR variables
• Provide agents with relevant information instantly
• Enhance customer satisfaction with faster call
resolution
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Industry-Specific Optimized Agent Desktop

Why bother working with a standard agent desktop
when you can get an optimized Cisco Finesse 12 agent
desktop as per your unique business needs.
• Industry-specific agent desktop templates
• Unique agent desktop as per each department’s
needs
• Adopt the agent desktops as per the branding
guidelines—from logo to brand, colors and fonts
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Drag & Drop Designer to Easily Modify Desktop

Use simple and easy Drag & Drop Designer Studio to modify
the Cisco Finesse 12 Agent Desktop. The gadget designer
studio is the industry’s first designer studio which makes
customization very easy—so much so that you can do it by
yourself without any coding.
• Design and customize desktops as per the requirements
• Wide range of industry-specific agent desktop templates
• Pre-built in gadgets
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Pain-Free CAD/CSD to Finesse Migration

Make your CAD/CSD to Finesse migration pain-free with most
powerful Agent & Supervisor desktops, you won’t miss what you
loved.
• Add keyboard shortcuts (hotkeys) for common agent actions.
• Agent to Agent and Supervisor chat.
• Personalized and Global Phonebook.
• Real-time team state monitoring.
• Focus Agent Finesse Page automatically on call arrival.
• Support for Right to Left Languages.
• Dynamic screen switching based on user roles.
• Compact CTI functionality.
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Happy Agents, Happy Customers

Adults “Time is money” is a prominent old saying in the service industry. It is
a known fact that customer service is one of the most crucial parts of
any IT business. Having a quick and quality response to customers is
valued and does a lot in creating a brand value for a business.

As per a Forrester research “Consumer Expectations for Customer

77% Service…” dated March 3, 2015, 77% of adults value their time as THE
most important aspect that a company with good customer service
can do.

NovelVox Agent Desktop with its seamless integration and unified

view empowers and equips agents to handle callers more efficiently
and quickly, saving over 30% of operational costs.
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Biggest Library of Cisco Finesse Ready Integrations

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About NovelVox
NovelVox is among the leading contact center solution provider in the world, having 5
global offices located in the United Kingdom, United States, United Arab Emirates, Kingdom
of Saudi Arabia, and India.

With more than a decade of hard work in providing best-in-class industry-specific solutions,
we have made customers in 16+ countries with 150+ global deployments across many
business verticals, including Banking, Telecoms, Logistics & Travel, Healthcare, Government,
Education, and Retail.

NovelVox, being a market leader in unified agent desktop, has been providing industry-
specific optimized solutions in sync with the latest contact center technology. Our Cisco
unified contact center solutions are the most sought-after customer interaction solutions
relied upon by various industry leaders.