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21. February 2023

Automating omni-channel customer service: novomind increases channel diversity in novomind iAGENT

Company, Customer Service, novomind AG 
Portrait Daniela Köhler

by Daniela Köhler

Publications officer

CCW 2023: novomind iAGENT Visual IVR wird neu vorgestellt /
Best Case-Szenarios für effizienten Kundenservice im E-Commerce

How much automation does personal customer service need? Or asked the other way round: how much automation can it tolerate to be still perceived as “personal”? These are the key questions addressed at Call Center World (CCW), the international conference and trade show for customer dialogue innovation. Software developer novomind AG is an exhibitor (Hall 3, Booth C8/E7) and congress participant at CCW, which will take place at the Estrel Congress Center (ECC) in Berlin from 28 February to 2 March.

novomind iAGENT, novomind’s central communication platform, provides a cross-sector omni-channel solution for modern, individualised customer service. All customer queries end up in this communication centre, regardless of the channel through which they arrive. At CCW, novomind AG will present a new, dynamic self-service extension in novomind iAGENT: with a visual IVR, the voice call via smartphone becomes a digital door-opener for all available channels. A visual on-screen menu provides the key service options, with all channels quickly and easily accessed via the screen. “The visual IVR builds the bridge between mobile phone calls and omni-channel services,” says Stefan Grieben, CEO of novomind AG. “This saves time and ensures a positive customer experience.” Users can easily perform complex service jobs such as filling out or signing documents or exchange photos and videos in real time. This eases the workload for contact centres and increases customer satisfaction.

At the Berlin trade show, novomind will also present numerous best-case scenarios in which the interaction between the novomind Connected iProducts in online distribution, digital commerce and customer service ensures a complete customer experience: How can chatbots provide effective support in product consulting? Or how can the purchase and payment processes be made as customer-oriented as possible? And how exactly does direct access to order and delivery data help to offer even faster and more individualised customer service? To answer this question, novomind will provide a hands-on example to show how information on current orders and their delivery status can be retrieved directly from the customer account via voice control or the keyboard. Customer concerns like these can thus be processed quickly and efficiently without using an agent in the contact centre.

novomind will showcase all its products and solutions at CCW in Berlin. In the context of the demo forums, novomind experts will report on these key topics on all three exhibition days:

  • Communication platform: “Multi- and omni-channel solutions in customer dialogue” 
  • Automation: “Response management solutions for email, text messages and chat, messenger”

novomind at CCW in Berlin (28 February –2 March): Hall 3, Booth C8/E7

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