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NV DESK
Powerful Case Management Software
Pre-integrated with Your Contact Center
Set the new standards of case management in contact centers with NV Desk, a powerful help desk software that’s pre-integrated with your contact center. Save Costs on additional CTI integration and boost CSAT with automated workflows, embedded call controls, and everything that makes ticket handling effortless for agents and delightful for customers.
Ready integration available for:
Available Across
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.
- Create new tickets automatically for every interaction be it voice or digital
- Screen-pop/ load all associated tickets for existing customer interaction
- Dial contacts directly from tickets for improved efficiency
- Ready integration with Cisco Finesses, Webex, Avaya, Genesys, Amazon Connect, Five9, Zoom, Nice and Dialpad Contact Centers
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.
- Unified interface to effortlessly create and manage tickets
- Stay organized and focused with a comprehensive view of “My Tickets”
- Improve efficiency with advanced search and filter options
- Create unique reporting workflows to automate tasks and improve experience using Rule Builder
- Work on multiple tickets simultaneously in a separate tab
- Proactively manage tickets with smart Email and SMS notifications
- Tickets history to delve deep into the details and history of each tickets
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.
- Configurable case tickets, categories, and properties
- Configure dynamic fields for agents to collect and track additional ticket details
- Option to create custom design templates for Email notifications
- Seamless user mapping, field mapping, and SLA Management
- Configure locale settings for individual agents and notification templates
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.
- Powerful reporting engine for historical reporting
- Options to create standard and custom reporting
- Dedicated agent and supervisor dashboards
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
Watch Video
Frequently Asked Questions
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 like Cisco Finesse, Webex, Avaya, Genesys, Amazon Connect, Five9, Zoom, Nice and Dialpad.
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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