​NovelVox Introduces BI-enabled iVision Plus Wallboards and Agent Dashboard for Cisco Webex Contact Centers

Global software product house NovelVox has announced the launch of an intuitively designed iVision Plus Wallboards for the Cisco Webex contact center. The feature-rich Wallboard empowers supervisors and agents with self-management and enables them to take proactive actions to improve contact centers' performance.

NovelVox's collaborative and fully configurable iVision Plus Wallboards and dashboards are now available for Cisco Webex Contact Center. iVision Plus ensures Business Intelligence (BI) powered 360-degree monitoring that helps you to gauge agents' performance and make informed business decisions. NovelVox strives to deliver bespoke contact center solutions to boost agents' productivity and performance.

The BI capabilities of the Cisco Webex CC wallboard turn your complex data into valuable insights for more effective data analysis. The Smart Notification Engine helps you to create instant audio and visual alerts and notifications about threshold breaches through Email, SMS, and MS Teams. With 50+ in-built design templates, you can get a unified view of KPIs to motivate agents to do more and achieve organizational goals, efficiently and effectively.

NovelVox's Webex Wallboard and Agent Dashboard is above par vis-à-vis their competitors owing to its features, such as 50+ visually appealing wallboard templates for a real-time view of agent performance while allowing the agent to work as per their visual comfort. The Drill-down reports extracting specific data from high-level information enables us to make informed decisions. The option to create instant audio and visual alerts about threshold breaches through Email, SMS, and MS Teams make it easy to manoeuvre through the desktop, enabled by an extendable Drag and Drop studio environment. As many as 75+ 3rd party integrations ensure seamless integration with all Webex contact center-powered data, making it one of the most agent friendly solutions.

NovelVox CEO, Amit Gandhi, quoted, "Supervisors cannot harness the agent's strengths due to the inefficiency of the Wallboards. This affects the agent productivity along with contact center performance. Being associated with Cisco for 14 years as a preferred partner, we take a major step forward to align our business strategy with Cisco's product strategy. We are focussed on making all our products compatible with Webex CC. Thus, we have launched Wallboards and Agent Dashboards for Cisco Webex Contact Center with the intent to motivate and engage agents to achieve more. Our fully-configurable and visually appealing iVision Plus Wallboard ensures that agents are always on track with their KPIs without getting bored by dull, plain, and boxy wallboard designs."

NovelVox is a global software company developing flexible contact center agent desktops, wallboards, and contact center applications for customers of all sizes, ranging from Enterprise Organizations to more dynamic customer-centric companies that meet the client's requirements and needs. At NovelVox, exceptional attention to detail is given while designing the products to complement various Contact Center applications, including Cisco, Avaya, and Genesys.

For details, please visit: https://www.novelvox.com/

India's Largest Kisan Call Centre Empowering Farmers through Consultancy Services

India's largest Kisan Call Centre (KCC) in the agricultural sector, a project under the Department of Agriculture, Cooperation and Farmer Welfare (DAC&FW) and run by IFFCO Kisan as the execution partner, is strengthening the famers through its advisory and consultancy services.

Having started in 2008, the call centre has come a long way ever since it collaborated with the government to assist farmers in their day-to-day practices. Focusing on improving the quality of the calls and constant monitoring has resulted in a substantial increase in the number of daily inbound calls. Initially, the call centre was operating across 13 locations; today it is operating from 21 locations.

[caption id="attachment_151680" align="aligncenter" width="729"] Iffco kisan team attending calls[/caption]

The calls are being answered by approx. 600 Agriculture Expert who are hired from different Agriculture Universities from morning 6 AM to evening 10 PM. Taking into account the diversity of the country, the service comes in 22 vernacular languages to overcome the geographical barrier. KCC establishes to resolve the enquiries with 90% efficiency, the average answering speed is less than 10 seconds. It not just supported the farmers against the devastating shutdown but also contributed to the country's economy.

Entertaining more than 22,000 calls daily, the call centre ensured uninterrupted service even during lockdown owing to the collective expertise of the team functioning from their home.

From guiding the farmer's over the call to providing additional services crucial for enhancing productivity, KCC has proved to be a true companion assisting farmer's in every step of the process.

Moreover, the team backed up with intensive training have been well versed in Kisan Knowledge Management System that comes handy in providing myriad services that doesn't compromise on the quality. Periodic training and monitoring is conducted for the tele advisors for quality assurance and successful resolution of the issues.

To expand the verticals of services, KCC is diversified in the realm of automated calls updating on weather and mandi price. In addition to this, the services are not just limited to agricultural advisory but have included other allied services entailing horticulture, animal husbandry, fisheries, etc. Thus, the Kisan Call Centre is entirely dedicated to improving the farming techniques that aligns with the goal of enhancing the overall livelihood of the farmers where they can emerge as an enriched and empowered community. Keeping in mind the potential of the agricultural sector, the call centre is intensively working towards making agriculture the backbone of India's GDP and eventually farmer welfare.

How to Launch an International Call Centre in India

In today’s business, providing fast, effective customer service is paramount. Customers expect to have any queries and issues they may have addressed as quickly as possible. While it can be challenging meeting the demands of customers, one way to do it is to set up a call centre.

Establishing a call centre can be expensive and time consuming. However, did you know setting up an international call centre could prove less costly? Here, you’ll discover why setting up a call centre in a destination such as India could be beneficial and how it could be done.

Why is India a good place to set up a call centre?

When you take a look at the international call centres most UK businesses use today, you’ll find they largely consist of Indian based call centres. This is because Indian based call centres provide a lot of great benefits to businesses. Some of the main benefits include:

 

• Low cost set up

• Large available workforce

• Helping to provide 24/7 customer service

• Access to the latest technology

 

The cost of setting up a call centre can be extremely high. However, when you set one up in India, you’ll benefit from a low-cost setup. In the USA and the UK, it is thought to be three times more expensive to hire call centre staff than it is in India. So, as well as offering initial low-cost benefits, Indian call centres also provide long-term cost saving operational benefits. 

There is also a lot of workers available in India so staffing the call centre wouldn’t be an issue. It also allows you to offer your customers support 24 hours a day due to the time difference. Then there’s the fact India has a great technology sector, giving workers access to the latest call centre technology.

These are just some of the main benefits that come from setting up an international call centre in India. However, setting one up can be challenging.

How to set up an international call centre

So, now you know the benefits, how can you begin setting up a call centre in India? There are a few key questions to ask yourself before you get started. How many employees will the call centre need and where should it be based? You’ll also need to look at the technology you’ll need. It could be worth outsourcing your call centre requirements rather than setting one up from scratch too. There are lots of pre-existing international call centres that are willing to take on additional business.

One thing you’re going to need to familiarise yourself with is the laws surrounding setting up an Indian based call centre. Different countries have differing employment laws. So, understanding the legalities is essential. You can seek advice from experts at RSM to ensure you’re meeting the legalities and to gain a better understanding of the laws in place.

You’re going to need to make sure you give yourself enough time to set up the call centre too. On average, it is estimated to take around six months to get a call centre properly set up. It is possible to reduce this timeframe, but it certainly isn’t easy. You’ll also need at least one person in charge of overseeing the project.

These are just some of the steps you’ll need to take. Deciding whether to set up a call centre from scratch or outsource your requirements is the first thing you should figure out. Outsourcing can prove much more cost effective and timely. However, you’ll still need to understand the legalities. However you do it, when implemented correctly, an international call centre based in India can have wonderful benefits for your business.