NovelVox
Reduce Call Volume by 30% through Smart IVR Deflections to SMS and WhatsApp Messaging Channels
Summary
Contact centers face high call volumes leading to long wait times and customer frustration. NovelVox's IVR deflection solution redirects inbound calls to messaging channels like SMS and WhatsApp, redu...
Value Drivers
Challenges
- High inbound call volumes causing long customer wait times and increased customer frustration
- Lack of real-time visibility into operations
- Difficulty in scaling current infrastructure
2 more challenges available
Solutions
- IVR deflection to human agents over messaging channels
- Deployed real-time monitoring and analytics platform
- Migrated to cloud-based scalable infrastructure
- Modernized legacy systems with new technology stack
3 more solutions available
Outcomes
- Call volumes reduced by 30%
- Achieved 24/7 real-time visibility and monitoring
- Successfully scaled operations to support 3x growth
- Decreased operational costs by 40% annually
3 more outcomes available
Products
Software
NovelVox IVR Deflection
A solution that diverts inbound contact center calls to messaging channels such as SMS and WhatsApp, handled by virtual assistants, human agents, or both.
Target Organization
Contact centers
Description: Organizations operating centralized customer interaction hubs handling high volumes of inbound calls and seeking to improve efficiency and customer satisfaction.
Industry:Contact Centers, Customer Service