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NovelVox
NV DESK

Powerful Help Desk Ticketing Software
Pre-integrated with Your Contact Center

Transform your contact centers with NV Desk, where automation drives enhancement. Reduce costs on CTI integrations and boost customer satisfaction (CSAT) with streamlined automated workflows and multi-level case handling. Empower your agents with effortless case management tool, making every interaction valuable for your customers. Set new service excellence standards with NV Desk!

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Ready integration available for:
Avaya Contact Center
genesys contact center
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Ready integration available for

Avaya Contact Center
genesys contact center

Why NVDesk?

Enhanced CTI Controls

Enhanced CTI Controls

Help Desk case management system with built-in CTI enables agents a unified view of cases and interaction controls. This allows them to handle customer interactions and resolve cases efficiently without screen-switching, leading to improved productivity and a more streamlined workflow.
Essential Out of the Box Features

Essential Out of the Box Features

Enhance case management for agents and supervisors by eliminating the need for manual scanning and scrolling. Bring features like unified interface, my cases, search and filter, multi-case management, and case history to ensure your agents are equipped with the best tools to navigate through any circumstance.
Quick Deployment Time

Quick Deployment Time

Deploy and get started faster with a highly configurable, cloud-based, and pre-integrated Help desk ticketing Software for Call Center and Contact Center. Configure CTI events, dynamic fields, email notifications, escalation levels, and more to set up a personalized and tailored case management for agents.

Integrated Reporting and Analytics

Integrated Reporting and Analytics

Leverage the power of HelpDesk Case Management System Software for Call Center and Contact Center to enable 360° performance monitoring and reporting for cases, interactions, and agents within one screen. Pull standard reports or create custom contact center reports tailored to your business needs leveraging the built-in powerful reporting engine.

360° Customer Experience

Contact Center + Embedded Help desk Ticketing Tool = Seamless Customer Experience

Check the complete list of features

The All-in-One Customer Engagement Platform

Manual Case Creation

Allows agents to manually create a case by adding key caller and case details into the system and having full control over the creation process.
Convert every Contact center Interaction to a Case automatically prepopulated with all interaction and customer details , thereby simplifying the workflow and eliminating repeated task for the agent.
Predefined and fixed data fields that remain constant for every case within the system to help you with quick note taking
Enhanced CTI Controls to Manage Interactions and Tickets from One Screen

Easy Ticket Handling

Displays a comprehensive list of all cases logged into the system regardless of agents’ personal assignments or responsibilities.
Get access to a filtered list of cases specifically assigned to the logged-in user for easy case management and handling.
Get a comprehensive view of all the interactions associated with a specific case for informed decision making.

SLA Configuration

Define new escalation levels for cases(Open and ReOpen) associated with specified category, sub-category, sub-sub category, severity, and case status.
Quickly add contact details of external or new contacts and save them for easy access and interactions in the future.
Assign SLAs to specific users mapped to the case and ensure optimum productivity across the team.

User-friendly Interface

Open a new tab for each new action such as a new search, case, or filter and navigate through them with ease.
Toggle the case columns to customize the display of a case list โ€“ be it All Cases, My Cases, or any other filtered list of cases.
One-click action to change your workspace language from the available language list so agents are comfortable using NVDesk.

Service

Deliver seamless and timely service across all communication channels to boost retention within your customers.
Seamless Ticketing Process

Seamless Case Management Process

Create customizable case forms for different inquiries, capturing relevant information efficiently. Personalize case views to prioritize and organize cases by status, priority, or other criteria, ensuring agents focusing on priority issues. Automate case creation and routing with predefined rules, distributing cases evenly and optimizing workload distribution amongst agents.
Relevant Routing Mechanism

Relevant Routing
Mechanism

Ensure every customer interaction is expertly handled with our multi-skilled agent routing system. Assign interactions to the most suitable agents, delivering exceptional service that drives satisfaction and loyalty. Leverage advanced algorithms and agent expertise to ensure every customer receives personalized and efficient support.
Let AI Bot Handle Routine Queries

Let AI Bot Handle Routine
Queries

Let our AI chatbot handle routine queries enabling agents focus to be streamlined on high priority issues. Improve productivity, satisfy customers, and free up agent workload with human-like interactions from generative AI chatbot. Power up your customer experience process and streamline standard tasks.
Interaction Beyond Languages

Interaction Beyond Languages

Break down language barriers and achieve hyper-personalization by engaging with customers in their native language across all digital messaging platforms. Enhance customer retention and loyalty by delivering personalized, culturally relevant interactions. Utilize advanced translation and localization technologies to ensure seamless, meaningful communication.
Self-Service to the Rescue

Self-Service to the Rescue

Enable enhanced self-service capabilities through CXInfinity by providing customers with intuitive tools and resources to resolve their issues independently. Through AI-powered chatbots, comprehensive FAQs, and knowledge bases, customers can quickly find solutions to their issues without even contacting an agent.
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Managed Services

24x7-support

24/7 support

Dedicated Customer Success Manager

Training Portal

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Frequently Asked Questions

Helpdesk Case Management Software is a tool or application that helps customer service teams efficiently manage and track cases or incidents reported by customers. Call Center Case Management System offers a centralized platform for consolidating all case-related information leading to improved team collaboration among teams and faster case resolutions.

A Helpdesk Call Center Software helps streamline the procedure of handling cases in organizations. Also known as Helpdesk Case Management system software, it equips the agent with vital information & tools for handling cases promptly. This improves case resolution rate, boosts agent productivity, and increases customer satisfaction.

An in-built CTI makes a huge difference in case management software in Call Centers. It reduces the agentโ€™s requirement for toggling onto telephony systems and case management screens and allows managing cases and interactions from a single screen.

Call Center Case Management Tool is compatible with leading telephony systems like Cisco Finesse, Webex, Avaya, Genesys, Amazon Connect, Five9, Zoom, Nice and Dialpad.

Yes, this ITSM Case Management tool from NovelVox can also be deployed within your organization’s premises, offering added security and adherence to any specific compliance or data privacy regulations you may have. Get in touch with the NovelVox technical solution experts for more details.

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Overview

  • Resolve tickets faster with a cloud-based, unified CX solution that connects your contact center with a powerful ticketing tool.
  • 100+ third-party app integrations
  • 15+ Years of Experience
  • 350+ Deployments in 20+ Countries

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Overview

  • Resolve tickets faster with a cloud-based, unified CX solution that connects your contact center with a powerful ticketing tool.
  • 100+ third-party app integrations
  • 15+ Years of Experience
  • 350+ Deployments in 20+ Countries

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Connect with us right away through instant chat.
  • (928) 864-5100

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