by Analytics Insight

December 30, 2021

NovelVox is popular for its CXInfinity and InfiBot solutions to industries

Cutting-edge technologies such as artificial intelligence (AI), machine learning, and many more have helped to build chatbots and voicebots for the utmost customer satisfaction in the highly competitive market. Industries need to leverage more AI products and solutions to deliver optimized performance in the long run efficiently and effectively without any damage and error.

Here is an exclusive interview with Amit Gandhi, Founder, and CEO, NovelVox, who has enlightened the readers about how the company leverages artificial intelligence to offer a Conversational AI-based platform as well as a sentiment analyzer to have a better understanding of the market.


1. Kindly brief us about the company, its specialization, and the services that your company offers.

NovelVox can be referred to as a software product house that has been revolutionizing the contact center industry for over the past decade. Since 2008, it has been offering tools to integrate core applications of multiple industries, including healthcare, retail, banking, insurance to name a few. The team introduced Designer Studio, the first Agent Desktop Designer Studio with the drag-and-drop model. Most recently, it has introduced omnichannel messaging and a Conversational AI platform known as CXInfinity that is optimized for all major industries. It is equipped with core integration and pre-built use-cases to deliver an optimized performance from the onset.

It has enabled more than 75 integrations with the industry’s leading third-party applications to unify caller’s information while optimizing industry solutions by introducing industry-specific templates and customizations for faster resolutions and enhanced CX. Solutions are engineered to help businesses build automated workflows that automate tasks and empower agents.

Services of NovelVox include agent productivity tools such as agent accelerators, smart CTI connectors, aforementioned digital engagement platform CXInfinity, AI-powered chatbot and voicebots, InfiBot, and real-time and historical reporting tools like Wallboards, agent dashboards, and Reporting Plus.


2. What is your biggest USP that differentiates the company from competitors?

The biggest USP is the rich experience and exposure garnered over the last decade that has ushered in transformational shifts in the contact centre industry. While each product is engineered to solve pertinent problems faced by stakeholders, the biggest differentiator is ensuring seamless integration with more than 75 third-party applications and core systems for a unified view of customer information.


3. Kindly share your point of view on the current scenario of big data analytics and its future?

The current scenario of big data analytics suggests that data volumes are bound to increase and migrate to the cloud, eventually leading to hybrid and multi-cloud environment migration. Platforms like AWS, Microsoft Azure, and Google Cloud have transformed the way big data is stored and processed. As enterprises gain the opportunity to store and analyze huge volumes of data, they get to create and manage 60% of big data in the near future. In 2025, nearly 75% of the world’s population would be interacting with online data every day, even as machine learning will continue to change the landscape. Fast data and actionable data will come to the forefront. As per IDC, nearly 30% of the global data will be real-time by 2025.


4. Tell us how your company is contributing to the IoT or AI or cloud computing industry of the nation and how the company is benefiting the clients?

The team is contributing in multiple ways to the industry in the aforementioned area. For example, it has enabled different conversational AI solutions for humanized customer experience at scale while also introducing AI-driven chatbot, voicebots, and sentiment analyzer, named InfiBOT, to deliver an emotionally aware and personalized customer experience on a 24×7 basis.


5. What are the key trends driving the growth in AI and machine learning?

AI for better CX enables businesses to do efficient sales forecasting to determine customer and regional trends, delivery capabilities, and anticipated product or service renewals. It further enables companies to improve e-mail marketing, for one can optimize emails for different audiences resulting in improved lead conversion. And for the long run, the companies get to improve customer loyalty, satisfaction, and retention using chatbots. This holds significance as 44 percent of consumers now prefers online chatbots to humans.

AI and machine learning also have a crucial role to play with regard to making the back-office operations smarter. The HR department for instance can make use of AI to craft job descriptions that are free of biased language while managing repetitive tasks. In addition to it, RPA bots can automate easy tasks such as capturing and interpreting existing applications for processing transactions, manipulating data, etc.

There is also adequate focus on responsible AI to create a sustainable and positive impact on citizens, overall societies as well as industries. The idea is to build a safe and inclusive digital infrastructure for the coming generations.


6. How is your software demand in the national and international market?

More than the demand, the company looks at it in terms of serving the pertinent need of the hour. The unified solution is not just in demand but in the need of time. In the new normal when virtual assistance or online activities have taken over physical visits to store, there is an indisputable need for instant real-time support remotely across all channels that are accessible. Besides AI integrations in form of chatbots and voicebots, it has made omnichannel assistance a possibility for businesses in accordance with their industry standards and requirements. The skeptical mindset has its solutions with real-time engagement and the agents must be empowered to provide assistance with a unified solution.


7. Can you throw some light on your business strategy for the next year 2022?

In the near future, the team has an intent to come up with cloud-based solutions and AI-powered chatbots to enable better human-like conversations. The plan is to focus on enabling customer retention with the help of conversational AI. What can be expected are solutions that are compatible with multiple ACD including Cisco, Avaya, Genesys, Amazon Connect, and Mitel. Also, it is offering a complete digital messaging and conversation platform for omnichannel engagement.

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