Online retailers, banks, insurance companies, energy suppliers, service providers and public institutions all face the same challenge: today’s end customers demand a good product as well as personal customer service. What counts here is speed and consistent responses across all channels. The essential prerequisite for this is contact centre software that exceeds expectations.
24/7, 365 days a year
Nowadays, a central platform is needed to provide an exceptional customer experience. And what if a customer has a query? No problem! With our software, companies are able to answer questions quickly, easily and efficiently at every touchpoint. We know that every industry and every company has its own specific 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 correct expert team based on various criteria, such as 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 agents, 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 and 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
"In novomind iAGENT we’ve found the ideal software basis for our innovative video identification procedure ‘POSTIDENT by video chat’, which is greatly appreciated by our customers. The CCV IT Innovation Award we won together with novomind speaks for itself."
Dr. Mirko Kühne
The FRICKE Group’s customer service centre optimises availability, thanks to novomind iAGENT Mail and the WhatsApp Business API: 100,000 emails sent in different languages are answered every month, and customers can get in touch via WhatsApp.
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