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Nowanalytics Increases First Call Resolution by 34% with inContact My Agent eXperience™ (MAX)

Overview

Nowanalytics specializes in data-based planning and optimization to internal and outsourced contact center operations. They serve many industries including Financial Services, Healthcare, Insurance, and Travel. Nowanalytics decided to move to inContact My Agent eXperience™ (MAX) when they needed the flexibility of a cloud-based solution. By having one single user interface for multiple channels, they were able to improve agent performance and increase first call resolution. Their average handle time has also been reduced by 18% because of agent efficiency. Agents now know the customer across channels and can provide a seamless customer experience. 

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