Novo Technologies joins Cisco Developer Network Program and announces first quality monitoring solution deployment with a large Cisco-based contact center
Wednesday, 09 December 2009 16:03
Levis, Quebec, December 9th, 2009 – As a new participant in the Cisco Developer Network Program, Novo Technologies is proud to announce that a leading insurance company has invested in the excellence of its customer service by using Novo’s compatible Cisco IP technology. The quality monitoring solution implemented in the insurer’s contact centers will serve several hundreds of agents in more than 20 sites across Canada.
The deployment announced today is one of the most extensive done so far and illustrates the flexibility and evolutional potential of a Novo solution running in a Cisco-powered contact center.
The solution deployed in the multi-site contact center will record both the phones and the workstation screens of more than 400 agents on the Cisco VoIP platform for compliance and quality management purposes.
More precisely, the selected technology is based on NovoLog IP, NovoScreen and NovoValue. NovoLog IP will record the vocal transactions between agents and customers while NovoScreen will capture the activity on the agent’s screen as a conversation is taking place. The resulting recordings will be evaluated by the supervisors using NovoValue in order to ensure the finest service to customers and to increase agent productivity. Also, the fact that it has a close integration with Cisco UCCE 7.5 ensures that all calls and related data are being recorded and made available for compliance issues for several years.
Registered partner in the Cisco Developer Network Program
Novo Technologies has been accepted in the Cisco Developer Network Programat the Registered participation level for the unified communication products. Membership in the Cisco Developer Network Program is offered to companies that have a product or technology which complements or interoperates with a Cisco product or technology.
"Joining Cisco Developer Network Program is only the first step of our interoperability plans with Cisco, but it is an important landmark for Novo’s growth strategy" points out Danny Blouin, VP Marketing and Sales of Novo Technologies.
For the past 2 years, Novo Technologies has successfully deployed several IP call recording solutions in organizations of all sizes and from diverse sectors such as financial, governmental and judicial.
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