Software Firm NovelVox Introduces 75+ Integration Library for Cisco Webex Contact Centers including Ready Integration with Banking, Credit Unions and Healthcare Core Systems

NovelVox has been known for its extensive integration library that helps connect disparate systems to offer a 360-degree view to agents. The ready integration with 75 third-party business applications empowers contact center agents with a unified agent desktop interface that offers all relevant customer information over one screen. NovelVox integrations are tailored to increase agents' efficiency by saving them from unnecessary screen toggling for fetching data from multiple applications.

The leading contact center solution provider and a proud Cisco Preferred Solution Partner, NovelVox feels delighted to introduce the same set of NextGen contact center integration capabilities to Webex CC. NovelVox integrations will now help the Cisco Finesse customers make a seamless transition to Webex CC without losing any customization or integration that they have built over the years. Besides seamless transition, the powerful integration suite also enables faster adoption of Webex CC through integrated workflows, unified agent desktop interface, and industry-specific optimization.

The key features of NovelVox integrations for Webex CC:

• Seamless transition to Webex CC from Cisco Finesse.
• Unified Agent Desktop Interface offers ready integration with 75+ applications including widely-used CRM, Ticketing, EMR/EHR, Banking systems, and other business applications leveraging open API accessibility.
• Industry-specific optimizations for Banking & Finance, Healthcare, Insurance, Credit Unions, Retail, Telecom, and more.
• Integration with industry's core systems and applications to ensure seamless unification of customer information
• Integration of business workflows to automate tasks and improve productivity
• Drag and drop designer studio for easy customizations

Amit Gandhi, Founder & CEO, NovelVox says, "We are committed to empowering agents with the right tools to enable the delivery of personalized customer experience. We have always been in sync with all technological moves that Cisco makes towards better CX, and that's why we are a proud Cisco Preferred Solution Partner. When Cisco announced the launch of its all-new Cloud Contact Center, we made sure our solutions fit into this new environment. Today, we are delighted to introduce NovelVox's Integration Library to Webex CC. The integration will not only help Cisco Finesse customers with seamless Webex CC transitioning but also accelerate the adoption of this new cloud environment through a smarter agent desktop interface, workflows, and industry-specific optimization, all leading to an optimum agent and customer experience."

About NovelVox:

NovelVox is a global software company that has been developing flexible and optimized Contact Center Agent Desktops and Wallboards for Cisco, Avaya, Genesys, and Amazon Connect for over 13 years. NovelVox has an extensive library of Cisco Finesse integrations with over 75+ applications. The Novelvox Cisco Finesse Gadget Designer is the world's only drag and drop Finesse gadget designer, empowering companies to create their perfect agent environments as and when required. With over 200 global deployments across verticals, including banking, telecoms, healthcare, government, education, and retail, NovelVox has the experience to create customized solutions for any industry. NovelVox is a complete solution and digitally ahead contact center solution provider for enhanced agent and customer experience.

For more information, kindly visit: https://www.novelvox.com/

Jira Software Maker Atlassian Acquires AI-powered Customer Support Provider Percept.AI

Atlassian Corporation Plc (NASDAQ: TEAM), a leading provider of team collaboration and productivity software and the maker of Jira Software, Confluence, Bitbucket and Trello products, has announced the acquisition of Percept.AI, an AI-powered virtual agent technology provider, to expand frontline support capabilities in Jira Service Management. This acquisition builds on its previous investments in AI and machine learning, designed to deliver best-in-class, seamless employee and customer support experiences at high velocity, crucial in today's digital and remote-first world.

The tectonic shift to remote work is here to stay. As a result, enterprises are being forced to rethink the capabilities and structure of their support experience. Every company, regardless of size, needs to offer responsive, personalized, high-quality 24/7 virtual support to customers and employees. The acquisition of Percept.AI is another step towards providing better employee and customer experiences at scale, that empowers people and streamlines processes with the right tools. Percept.AI helps teams automate tier-1 support interactions and free up IT teams to focus on more complex tasks. That’s the goal of a product like Jira Service Management which now has more than 35,000 customers that come from virtually every industry.

Edwin Wong, Head of Product Management for Jira Service Management, Atlassian said, “By integrating Percept.AI with Jira Service Management, support teams will be able to deliver exceptional service even faster and, more importantly, at scale. Our broader vision is to create a unified platform for any form of support and service desk. This acquisition further advances Jira Service Management’s smart experiences, enabling seamless chat-based conversations between customers and agents.”

“Over the past several years, Atlassian has invested in building predictive, smart experiences into its products, with the goal of making teams more productive. Our innovations in AI and machine learning already power predictive issue assignment, predictive triage, intelligent automation, and personalized search results in Jira Service Management today,” he further added.

Atlassian acquired Percept.AI for its ability to understand a lot of the context behind a support query. Its conversational AI engine analyzes and understands intent, sentiment, context, and profile information to personalize interactions. The transition from virtual to human agent is seamless, enabling a human to have full context into the discussion and pick up where the agent left off. Plus, the technology learns from every interaction by leveraging a best-in-class Natural Language Processing (NLP) engine with over 95% accuracy.

As its sixth ITSM acquisition in the last three years (Opsgenie, Mindville, ThinkTilt, Chartio and Halp), this investment, represents the latest step for Atlassian towards a future of service management that is driven by AI and smart experiences.

About Atlassian

Atlassian unleashes the potential of every team. Our team collaboration and productivity software helps teams organize, discuss, and complete shared work. Teams at more than 225,000 customers, across large and small organizations - including Bank of America, Redfin, NASA, Verizon, and Dropbox - use Atlassian’s project tracking, content creation and sharing, and service management products to work better together and deliver quality results on time. Learn more about our products, including Jira Software, Confluence, Jira Service Management, Trello, Bitbucket, and Jira Align at https://atlassian.com/.

EnableX and C-Zentrix Announce Partnership to Revolutionise Customer Service Solutions

EnableX, one of the fastest-growing Communication Platform-as-a-Service provider, and C-Zentrix, a leading customer experience solutions provider, today announced their partnership to enhance the latter’s gamut of customer service solutions with EnableX’s voice and video communication capabilities.

To begin with, the two companies unveil the first product that has augmented – CZ Chat.  A leading online omnichannel chat that comes with integration with various messaging platforms like Whatsapp, Facebook, Twitter and others, along with web analytics capabilities, CZ Chat will have its communications capabilities expanded from text chats to include audio and video calls as well. Additionally, now, it will also have collaborative features such as Screen sharing and recording.

“The digital revolution has transformed the way consumers behave and interact. Consumers expect immediate and engaging communications beyond just text chat to voice and video which is more personal and effective.

By partnering with EnableX, we can quickly and easily embed additional communication channels like Video within CZ Chat to drive deeper customer engagement and build meaningful customer relationship” said Mr Saket Setu, Chief Executive Officer, C-Zentrix.

This all-in-one solution will differentiate CZ Chat in multiple ways.  First, it gives consumers a choice to use their preferred communication channel(s). A consumer can start off with text chat or a phone call and move on to voice or video chat when more in-depth conversations are required.

Second, a video call allows agents to view the customer’s state of emotion and express empathy, both verbally and visually. This facilitates better customer engagement. In addition, the “see-what-I-see” experience via video allows the agent to better understand the context of the issue and address it accurately.

“A consumer may prefer to make simple inquiries over a text message but when faced with a complex purchase or when making a significant decision, like applying for a mortgage, most consumers would want to talk to a qualified human expert over a video call.

Once on a video call, together with screen sharing, co-browsing and annotation features, consumers can engage in an in-depth discussion. This results in reducing the time-to-resolve rate and improves customer experience” said Mr Pankaj Gupta, CEO and Founder of EnableX.

The enhanced audio and video communications capabilities are completely embedded within CZ Chat and are transparent to the users.

This means that consumers will not need to exit the CZ Chat to access another video/audio communication tool to connect with the agent. This also means that historical communication data is readily accessible by customer service staff, providing the full context of the conversation.

“The EnableX carrier-grade platform comes with easy-to-use APIs allowing businesses to swiftly add live voice, video and other communication channels directly into the context of any website, software or mobile application, enabling seamless in-app conversations. Businesses don’t need to invest in costly proprietary hardware that lacks adaptability and scalability. EnableX allows service providers like C-Zentrix to go-to-market quickly and at minimum cost,” said Mr Gupta.

The newly launched CZ video chat is available to enterprise customers via C-Zentrix’s global offices.

“We are very excited about the new all-in-one CZ Chat and expect our customers to have a complete omni channel capability for superior customer experience. The full-stack of text, audio and video communications capabilities is what customers are demanding as they engage with businesses. Our customers can now provide a video contact center!”, said Mr Arijit Chatterji, Chief Business Officer, C-Zentrix.

EnableX, a product of vCloudx, is a communication platform for integrating real-time communication into apps and websites. The scalable and secure global platform provides developers and service providers with powerful APIs to create video, voice and messaging conversations with ease.

From one-to-one chats to large scale broadcasts, EnableX makes communications more flexible and personal, helping enterprises stay ahead in the digital world.

​Founded in 2017 and headquartered in Singapore, EnableX has established a strong foothold in ​APAC countries, especially India. Backed by a team of 30 ​passionate technologists, it constantly challenges the status quo to empower Fortune 500 companies as well as start-ups across the globe​ with its highly interactive and powerfully engaging customer experience​ platform.

C-Zentrix is a leading Customer Experience and Contact Center Software company which has been recognized by Gartner multiple times. Its AI infused Omnichannel contact center platform enhances business to provide better business outcomes and superior customer experience.

C-Zentrix solution for Contact center comes with its robust telephony along with chat, chatbot, social media, Whatsapp integration and Speech based IVR. It has its own service CRM as well as integrates with leading CRMs, globally.

C-Zentrix customers find the solution as very scalable, cost-effective and customizable to their requirements.