Contact Center Solutions Featured Article

Novo Technologies, a new participant in Cisco Developer Network Program, has announced that a prominent insurance company has invested in the “excellence of its customer service” by using Novo’s compatible Cisco IP technology.

 

Cisco Developer Network Program has accepted Novo Technologies at the registered participation level for the unified communication (UC) products. The membership to this program is offered to companies that have a product or technology which complements or interoperates with a Cisco product or technology.

 

“Joining Cisco Developer Network Program is only the first step of our interoperability plans with Cisco, but it is an important landmark for Novo’s growth strategy points out Danny Blouin, vice president of marketing and sales at Novo Technologies.

 

The quality monitoring solution implemented in the insurer’s contact centers will serve several hundreds of agents in more than 20 sites across Canada. This extensive deployment demonstrates the “flexibility” and “evolutional potential” of a Novo solution running in a Cisco-powered contact center, said Novo officials.

 

Deployed in the multi-site contact center, the solution will record both the phones and the workstation screens of more than 400 agents on the Cisco VoIP platform for compliance and quality management purposes. Company officials said that the selected technology is based on NovoLog IP, NovoScreen and NovoValue.

 

NovoLog IP will record the vocal transactions between agents and customers, while NovoScreen will capture the activity on the agent’s screen as a conversation is taking place. With NovoValue, the resulting recordings will be evaluated by the supervisors to ensure the “finest” service to customers and to increase agent productivity, said company officials.

 

Moreover, the close integration with Cisco UCCE 7.5 ensures that all calls and related data are being recorded and made available for compliance issues for several years, said company officials.

 

Novo Technologies is a developer of adaptable call recording and monitoring solutions for contact centers. In May, Nestlé Canada selected Novo as their technology partner to meet its quality monitoring and compliance needs.