We switched to NovaTalks mainly because of their telephony features and it significantly improved how we work. The ability to manage and automate calls, set up IVRs and route calls based on availability or skills has made our team much more efficient.
Another really helpful detail is that we can set how many chats or calls each agent can handle at once. It may seem minor, but it helped us avoid overload and distribute the workload more evenly. Now everyone is more focused and our response time has noticeably improved.
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