NovelVox has launched a new case management solution that empowers agents via contact centre integrations with Cisco, AWS, Avaya, NICE, Webex, Five9, and Genesys.
The solution, ‘NV Desk’ provides an alternative to disjointed applications that force contact centre agents to switch between screens, while attending to customers.
NV Desk offers a centralised view of customer concerns, as well as third-party integrations like separate CTI connectors or CTI integration, which can add extra costs and be difficult to manage.
Amit Gandhi, CEO of NovelVox, commented on the launch of NVDesk: "In contact centres, agents engage with customers through both voice and digital channels, often utilizing separate applications.
“With NV Desk, we provide agents a seamless integrated experience that no one offers.
"It is one unified application, embedded within the agent workspace with all the capabilities of an advanced case management solution.
“As the application comes pre-integrated with the contact centre, the need for dealing with separate vendors, incurring additional costs for CTI integration, or constantly switching between screens is eliminated."
Describing itself as a “leading contact centre solution provider”, NovelVox has launched a pre-integrated, unified case management solution to counteract the potential barrier to quality customer experiences and remove third-party integration and CTI connector concerns.
NovelVox confirms that handling interactions from a single screen on its NV Desk results in “improved case resolutions” and “enhanced customer satisfaction”.
The cloud-based application provides a configurable interface, enabling administrators and supervisors to tailor it to their specific business needs.
The key features of NV Desk include pre-integrations with more than eight contact centres to eliminate the need for screen switching, advanced case management features, and automatic loading of relevant cases based on customer details for new interactions.
The solution also has a dedicated agent and supervisor dashboard to track key metrics in real time that are associated with cases.
Finally, it offers a reporting engine, which can generate customised contact centre reports.