24/7, 365 days in a year
Nowadays, a central platform is needed to provide a good customer experience. And if a customer has a query? With our software, companies can answer questions quickly and easily, at every touchpoint. We know that every industry and every company has its own needs and, therefore, we offer our customers customised solutions.
The solution
novomind iAGENT is a leading omnichannel contact centre system for medium-sized to very large companies and organisations with high volumes of inbound queries.
The software pools all channels of incoming communication onto a central interface – novomind iAGENT Desk – for contact centre agents, making for an intuitive way of working.
Queries are assigned to the right expert team based on various criteria - e.g. topic, location or skill. Routing decisions can also be controlled with data from connected third-party systems (CRM, ERP, etc.).
The new standard: standard queries which come up time and again are answered automatically using preconfigured text templates. This frees up the agent, giving them more time to deal with more complex issues.
With iAGENT Desk, contact centre agents can process all customer enquiries from all channels on an easy-to-use central interface.
System-supported dual control makes it easier to train new customer service staff members. This saves time, money - and is much less stressful.
AI-based or semantic text analysis is used across all channels to reliably identify what customer queries are about.
Our chatbot draws on the knowledge base to answer customer queries across all digital channels - around the clock.
AI-based real-time service
Our contact centre software improves the user experience for agents in the long-term, thanks to AI-based analysis and customer query classification. Dynamic omnichannel routing enables real-time service. All services are provided securely and in compliance with the GDPR. novomind iAGENT can be individually expanded for our customers thanks to open APIs.
Silvan Schenk
novomind iAGENT
novomind iAGENT
novomind iAGENT
novomind iAGENT
novomind iAGENT
novomind iAGENT
novomind iAGENT
novomind iAGENT
novomind iAGENT
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