In 2007, LBS, a Canadian leader in financial brokerage, started using NovoLog, a call recording solution that helped to improve the efficiency of its help center representatives, and to manage the risks and liabilities of its operations while accessing local support at any time.
Looking to step up its obsolete system of recording calls from its Montreal and Toronto policyholders, Blue Cross purchased NovoLog, a flexible recording solution, to permanently record voice interactions and easily integrateable into the existing infrastructure. Blue Cross was also looking for a quality monitoring and performance evaluation solution for its various sales and customer service activities. Novo solutions brought dramatic improvements to the Blue Cross organization.
Multinational pharmaceutical company Merck Frosst needed a voice recording solution that would allow them to quickly retrieve audio files, which helped to save time while maximizing agent productivity.
CGI is one of the largest independent IT and business process services firms in the world. Its Service Desk organization consists of 500+ agents located across Canada and United States. CGI needed Call Recording and Quality Monitoring tools that could help to meet the objectives : exceed customers’ expectations, optimizing work activities for its Service Desk Contact Center managers while increasing efficiency at the agent level.
« The key reasons for selecting Novo’s call recording solution were that they were able to quickly answer support and service demands while offering a solution at the most competitive price, and above all, they were established in Canada. »
Jean-François Morneau Trade Operation Analyst Laurentian Bank Securities
« With Novo’s solution, CGI Service Desk supervisors can better assess the performance of each representative, which adds to their ability to manage and motivate the Service Desk staff. »
Éric Barsi Senior Technical Consultant CGI
« NovoLog has successfully taken on challenges, and has completely met our expectations. Novo’s people are pleasant and really easy to do business with! »
Jean-François Morneau Trade Operation Analyst Laurentian Bank Securities
« ...As always the service is fast and excellent. »
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