--- title: novomind iAGENT Call description: The call center software finds fast with the support of agents for every incoming call the fitting solution for satisfied customers ➜ Contact us! url: https://www.novomind.com/en/customer-service/iagent/call/ markdown_url: https://www.novomind.com/en/customer-service/iagent/call.md type: page slug: novomind-iagent-call author: aruf published: 2022-03-23T10:04:49Z modified: 2026-05-15T12:33:15Z language: en-US word_count: 1326 tokens: 2490 --- # novomind iAGENT Call The call center software for satisfied customers Customer service? Even in the 21st century, most people still reach for the telephone. The challenge: providing a telephone service is the most expensive option for your company in terms of staffing. This makes it all the more important to have an intelligent contact center solution that forwards every incoming call to the appropriate agent. iAGENT Call results in more satisfied customers, as their requests are processed quickly by the right agent. Book a demo The call center, reworked novomind iAGENT Call No one wants to say the same thing 10 times over Customers get frustrated at having to repeat themselves. Their time is precious – as is your agents’ time. In a survey cited by the Handelsjournal, over 60% of customers reported long holding times as their biggest inconvenience and frustration with nearly 50% finding the need to repeat their concerns particularly annoying. Every query should therefore be resolved as quickly as possible to provide a seamless customer experience.   If customers do have to wait a while on hold, iAGENT Call provides various asynchronous channels, such as voice message or the option to switch to WhatsApp. With additional options such as chatbots, emails and community management on social media, no calls are missed, and every query is dealt with. Schedule a demo Four ways to get more out of your telephone system Request whitepaper Next Level Service From familiarisation to an individual solution Every customer experience is different. It is therefore all the more important to know about customer history — across all channels: What is the problem? What is the status quo? What has already been talked about on a previous call? And what hasn’t? The “partner in crime” of every agent, therefore, is custom routing, including the connection of third-party systems such as CRM and ERP. This ensures quick access to all relevant data. With the preferred agent routing function, the caller — subject to availability — gets put through to their previous contact person, who knows the customer and their history in detail. Fully-integrated into the world of novomind iAGENT novomind iAGENT Call is seamlessly integrated into the intuitive and user-friendly interface of novomind iAGENT Desk and offers agents a wide range of helpful functions for this channel as well. Automatically generated call guidelines, notes or protocols increase work efficiency and ensure a service-oriented customer experience. What do our customers say? “novomind iAGENT is a flexible software solution that allows us to integrate our telephone customer enquiries and written communication, thus bringing the dialogue we have with our customers together onto one platform.” Jan Ole Petersen Head of Customer Relations, Detlev Louis Features & benefits of our call center software solution WhatsApp & Voicebot Is your customer service on WhatsApp? If things are taking a little longer, we transfer callers out of the queue and directly to the popular messenger service. Alternatively, you can use our intelligent voicebot to leave a voice message or book a callback request. Reporting What you need for quality control: relevant statistics on incoming and outgoing calls. Call duration, waiting time until pick up, rejection rates, IVR turnaround time and post-processing time are no longer unknown factors. Central routing We automatically record the caller's query, and offer custom, skill-based routing with intelligent overflows. Show more Connection to Microsoft Teams Collaboration with the back office is seamless, thanks to the integration of MS Teams via the iAGENT app: the service team can do an internal search for a suitable expert to deal with the customer query and view their availability in real time. IVR Call Flow Designer No programming knowledge required: For example – Call Flow Designer is used to generate individual scenarios for customer telephone communication on a graphical user interface in order to pre-qualify incoming calls and optimise service processes. Callback service We automatically provide agents with telephone tickets as a template for dealing with callback requests. novomind iAGENT modules for omnichannel customer service novomind iAGENT Agent Assist AI-based assistant to support your agents novomind iAGENT Analytics Optimal processes at the contact service center novomind iAGENT AI Agents Faster solutions across all channels Show more novomind iAGENT Call The intelligent solution for the voice service channel novomind iAGENT Chat & Chatbot The fastest way to help customers novomind iAGENT Claim Seize opportunities and turn critics into fans novomind iAGENT Mail For transparency and consistent quality novomind iAGENT Messaging A very personal approach to customer communication novomind iAGENT MS Teams Direct access to valuable team knowledge novomind iAGENT Videochat Show your face – create trust novomind iAGENT Voicebot AI-based voicebot for better accessibility How can we take your customer service to the next level? Contact us Want all the information at a glance? You can find it in the novomind iAGENT product flyer. Open document Let’s get in touch Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice. Chat with us Call us +49 (0) 40 80 80 71 0 Call us +49 (0) 40 80 80 71 0 Email us info@novomind.com Email us info@novomind.com Join us jobs@novomind.com Join us jobs@novomind.com We look forward to receiving your email Chat with us Call us +49 (0) 40 80 80 71 0 Call us +49 (0) 40 80 80 71 0 Email us info@novomind.com Email us info@novomind.com Join us jobs@novomind.com Join us jobs@novomind.com Let’s get in touch Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice. Chat with us Call us +49 (0) 40 80 80 71 0 Call us +49 (0) 40 80 80 71 0 Email us info@novomind.com Email us info@novomind.com We look forward to receiving your email Chat with us Call us +49 (0) 40 80 80 71 0 Call us +49 (0) 40 80 80 71 0 Email us info@novomind.com Email us info@novomind.com Let’s get in touch Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice. Chat with us Call us +65 8025 8458 (Singapore) Call us +65 8025 8458 (Singapore) Call us +852 9867 1658 (Hong Kong) Call us +852 9867 1658 (Hong Kong) Email us info.apac@novomind.com Email us info.apac@novomind.com We look forward to receiving your email Chat with us Call us +65 8025 8458(Singapore) Call us +65 8025 8458 (Singapore) Call us +852 9867 1658 (Hong Kong) Call us +852 9867 1658 (Hong Kong) Email us info.apac@novomind.com Email us info.apac@novomind.com Let’s get in touch Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice. Chat with us Call us +65 8025 8458 (Singapore) Call us +65 8025 8458 (Singapore) Call us +852 9867 1658 (Hong Kong) Call us +852 9867 1658 (Hong Kong) Email us info@novomind.com Email us info@novomind.com We look forward to receiving your email Chat with us Call us +65 8025 8458(Singapore) Call us +65 8025 8458 (Singapore) Call us +852 9867 1658 (Hong Kong) Call us +852 9867 1658 (Hong Kong) Email us info.apac@novomind.com Email us info.apac@novomind.com Let’s get in touch Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice. Chat with us Call us +971 (0) 4 371 2597 Call us +971 (0) 4 371 2597 Email us info@novomind-mea.com Email us info@novomind-mea.com We look forward to receiving your email Chat with us Call us +971 (0) 4 371 2597 Call us +971 (0) 4 371 2597 Email us info@novomind-mea.com Email us info@novomind-mea.com novomind News Become part of the novomind community and receive regular updates on all the important news from the world of novomind: blog posts, press releases, events, products, and more.