NovelVox partners with Zoom to offer a True Integrated Contact Center Experience across all the Verticals
Unified agent experience for personalized CX
Drive productivity with integrated experience
Engage with customers across digital channels
Transform & scale CX with Conversational AI
Powerful Help Desk Software
Optimization performance with real time monitoring
MS Dynamics Integration
Streamline customer service capabilities and deliver personalized experiences to customers.
Boost critical contact center KPIs and take your contact center efficiency to the next level.
Seamlessly streamline contact center workflows and enhance agent productivity.
Elevate your customer service standards with the intuitive power of personalization.
Redefine workflows for a more productive and streamlined agent experience
Harness the power of personalization to deliver a cohesive customer expereince
Heighten customer satifaction by bringing agility and responsiveness into your customer support operations
Set new standards for customer service excellence by breaking down organizational silos
Forge a unified customer support ecosystem for customer service excellence
Transform customer support complexities into simplified and efficient support experience
Master the art of contextual support, offer personalized services and address queries promptly
Bridge the gap between service excellence and customer satisfaction with streamlined services
Bring efficiency into your services with context and precision in every interaction
Tailor your customer support services to meet customer preferences and elevate CX.
Empower agents to adapt swiftly to customer needs and deliver top-notch service
Optimize customer support processes and craft exceptional customer experiences.
NV Desk - The Most Powerful Help Desk Software Designed for Contact Center
Discover 10 Questions You Need to Ask Before Upgrading to An Omnichannel Platform
Webinar: The Modern Way of Efficiently Handling Tickets from your Contact Center
Unified Agent Desktop : All You Need to Know
Leveraging WhatsApp for Customer Service with Conversational AI
Implementing AI in Modern Contact Center
NovelVox Agent Desktop is built on Java platform that provides it freedom to connect with any system that has open connectivity. As long as API and third party system accepts incoming connections, it can integrate. In scenarios where host system is open to be connected and NovelVox Agent Desktop doesn’t have pre built adapters then through standard Java customizations, integrations are done.
Yes, NovelVox Agent Desktop requires a 1 separate server, an additional server will be required for running in HA mode.
No, NovelVox Agent Desktop’s default installation doesn’t require a database. However database is required on the basis of gadgets that needs to be configured.
Yes, you can use NovelVox Agent Desktop as a gadget in Cisco Finesse
As far as customer is covered under annual maintenance contract all the upgrades and maintenance are free from the products perspective
Yes you can connect with any database directly that supports JDBC/ODBC driver, we need DB driver class and DB URL to create a DB connector for the same. We have some predefined data sources given below:-
OracleMS SQLMy SQLSQL LitePosGresInformix
CTI ConnectorCaller InformationInteraction History(Requires DB)
Other available modules include:
Case Management(Requires DB)Knowledge Base(Requires DB)Supervisor Desktop( Requires DB)Chat and Broadcast(Requires DB)
NovelVox Agent Desktop supports both horizontal and vertical scalability.
The user can create any no. of screens using NovelVox Agent Desktop, there is no limit to it.
It works on Windows Server 2012 Standard and above
No, not on the current version.
Initial client request goes to a domain name that will have 2 or more NovelVox Agent Desktop server IPs mapped. DNS mapping will send all requests to Primary Server. The Apache (load balancer) is configured with multiple Tomcats and balances the load between NovelVox Agent Desktop application servers in round robin fashion among them.If Primary Server is down then DNS server will send the request to secondary NovelVox Agent Desktop server that will do the load balancing.Once the page is loaded and a failover is required then it’s handled by the NovelVox Agent Desktop client application.
NovelVox Agent Desktop comes with preconfigured Apache web server that does the load balancing.
For standard installation we need a server configuration of 4 core and 8 GB RAM for 200 users and 5 concurrent services.NovelVox Agent Desktop’s hardware server sizing is done on the basis of number of concurrent agents and concurrent services. Concurrent services are considered as number of concurrent request-response that is generated from gadget. For example: On a call arrival, 5 backend services are called to load the customer information, so this becomes 5 Concurrent services which will request response from server by every agent for every call.
Yes it works on SSL. We request end customer to provide the CSR to create their SSL certificate. Also the application can be signed from Verisign
Yes, it supports multiple backend systems by integrating with them using Web Services, API or database access.
It is a desktop designer to create the GUI for agent/ client desktop. It is an innovative model lets users customize their forms and screens to suit individual process level preferences, professional needs and company parameters to a degree never delivered before. Put differently, users can now line up all the information they need on the job how, when and where they want it
It is a thin client, web based application (Google Chrome, Microsoft Edge, Mozilla Firefox). Thus, the user can connect from anywhere in the work place within the network
There are various components that NovelVox Agent Desktop support. A few of them are mentioned below:
For Frames:DashletsTab FrameModuleScrollable ModuleRepeaterFor data inputs:Text inputText areaText EditorCombo boxLabelListData gridAdvances Data gridPaging GridButtonCheck boxRadio buttonImageTreeTimerFor uploading files:File uploadSWF loaderObject viewerXML referenceCTI bar – With all the standard telephony options: Ready/ Not Ready, Answer, Make Call, Release, hold, transfer, etc.
We support both RTL and LTR languages and the application can support multiple languages too.
Some of the backend systems are as mentioned below:-Web ServicesMQ Series.Tibco.RDBMSJMSHTTPRaw TCP SocketsExcel files.Main FrameNovelVox Agent Desktop is built on Java platform that provides it freedom to connect with any system that has open connectivity. As long as API’s and third party system accepts incoming connections, NovelVox Agent Desktop can integrate.
Yes we can show all the statistics coming from Finesse server. And also if required a custom gadget can be prepared that can dip inside various real time databases and bring statistics.
This can be configured on request.
Cross frame scripting or clickjacking attack: ExploitApplication reveals software information and corresponding versions being used on application server providing a launch pad to attacker to launch further attacks: Best PracticeEncryption on sensitive data: ExploitMalicious Script Execution: ExploitSession Management: Best PracticeSQL Injection: ExploitAuthorisation Weakness: Best PracticeAudit logs: Best Practice
Approx. it takes 2-3 Man-days effort to create a single service but again it may vary for different third party applications.
Bandwidth is required for connection between agent desktop and NovelVox Agent Desktop server. It depends on no. of agents and No. of concurrent services. For instance for 100 agents using 5 concurrent services the bandwidth required:
Total bandwidth required when all the agents login concurrently – 5 MbpsBandwidth required per agent – 0.05 Mbps
Note: For NovelVox Agent Desktop, above mentioned bandwidth calculations doesn’t include the bandwidth of Cisco Finesse and bandwidth of telephony. This is purely for NovelVox Agent Desktop only.
NovelVox Agent Desktop is built on Java platform that provides it freedom to connect with any system that has open connectivity. As long as API’s and third party system accepts incoming connections, NovelVox Agent Desktop can integrate.In scenarios where host system is open to be connected and NovelVox Agent Desktop doesn’t have pre built adapters then through standard Java customizations integrations are done.
Third Party applications can expose their data to NovelVox Agent Desktop with as long as they have freedom to connect on Java platform as long as API’s and third party system accepts incoming connections.To name a few we have following integrations:Web ServicesRest ServicesDatabase integrationMQ ServicesSAP RFCsSocket ProgrammingSOAP Web services
At no stage NovelVox Agent Desktop stores customer data on its servers.
The data can be sourced in real time with third party applications.
Using a designer the user/ customer is free to make the changes and amendments at any time in the application.However, NovelVox can also do the customization or adding a module and will charge on the basis of man-days effort.
No, NovelVox Agent Desktop is not CRM. But every screen element created with the NovelVox Agent Desktop is configurable, including changes to colours, legends, backgrounds, etc.
NovelVox can create gadget applications with complete backend systems.Please contact NovelVox pre-sales team for more details