NovelVox
NV DESK

Powerful Help Desk Software Pre-integrated with Your Contact Center

Resolve tickets faster with a cloud-based, unified CX solution that connects your contact center with a powerful ticketing tool. No more additional integrations or CTI connector required.
Ready integration available for: Cisco, Avaya, Genesys, Amazon Connect, Webex, Five9, Zoom and Dialpad contact centers.

360 Customer Experience

Contact Center + Embededded Ticketing Tool = Seamless Customer Experience

Enhanced CTI Controls to Manage Interactions and Tickets from One Screen

Help desk ticketing system with built-in CTI provides agents a unified view of tickets and interaction controls. This allows them to handle customer interactions and resolve tickets efficiently without screen-switching, leading to improved productivity and a more streamlined workflow.

case management database software
case management system software

Out-of-the-box Features to Simplify Ticket Handling for Agents

Simplify ticket management for agents and supervisors by eliminating the need for manual scanning and scrolling. Equip them with the right tools and functionalities to free up their time and improve efficiency.

Go Live in No Time with
Cloud-based Configurable Help Desk Software

Deploy and get started faster with a highly configurable, cloud-based, and pre-integrated 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 ticket management for agents.

online case management system
case management tools

Integrated Reporting and Monitoring to Drive Informed Decision Making

Leverage this powerful Helpdesk Ticketing System Software for Call Center and Contact Center to enable 360-degree performance monitoring and reporting for tickets, interactions, and agents from one screen. Pull standard reports or create custom contact center reports tailored to your business needs leveraging the built-in powerful reporting engine. Drive engagement with interactive dashboards optimized for agents and supervisors.

Use Cases

Improve SLA & FCR for optimized contact center performance

Simplify case management for agents by empowering them with a one unified screen to handle cases and customer interactions. Integrated seamlessly into the agent’s contact center workspace, NV Desk enables agents to access the entire customer journey and past tickets without switching screens – leading to faster call resolutions and enhanced service level agreements.

Embrace self-service by automating ticket creation for omnichannel interactions

Take your customer service to the next level by automating case management across voice, chat, and social channels. Make ticket creation a part of your existing self-service workflow, allowing bots to raise tickets, search key case details, and resolve cases when and where needed – for a frictionless customer service experience.

Streamline case management by recording cases for all inbound interactions

Free up agents from manually creating tickets for every new customer interaction. Optimize efficiency by recording every inbound interaction automatically. Resolve recorded interactions in real-time or transfer to the backed team for further action. Stay focused and ensure no customer requests slip through the cracks.

Appointment scheduling via case and interaction journey orchestration

Eliminate the hassle of screen toggling during appointment confirmation with a unified case management solution offering complete customer journey, past interaction details, case history – all on one screen. Automate workflows and improve service experience for both agents and customers.

Managed Services

24/7 support

Dedicated Customer Success Manager

Training Portal

FAQ

Helpdesk Ticketing Software is a tool or application that helps customer service teams efficiently manage and track cases or incidents reported by customers. Call Center Ticketing 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 ticketing 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 agent’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. The list includes Avaya, Genesys, Cisco, and other ACD’s.
Yes, this ITSM ticketing 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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