Roswell, GA, USA, Aug, 2023 - Disjointed applications or systems often force customer service representatives to toggle between multiple screens while handling customers' requests. To address this, organizations turn to case management solutions that offer a centralized view of customer concerns or cases but also come up with complex third-party integrations such as relying on a separate CTI connector or CTI integration which can be hard to manage and add extra costs.
Considering this as a potential roadblock in delivering satisfying customer experiences, NovelVox, a contact center solution provider with experience in optimizing CX for contact centers, has launched a unified case management solution that frees up contact centers from worrying about additional third-party integrations or CTI connectors. Being pre-integrated with a contact center, NV Desk empowers Agents to efficiently handle interactions and cases directly from a single screen, resulting in improved case resolutions and enhanced customer satisfaction. The application is cloud-based and offers a configurable interface, allowing Administrators and Supervisors to customize it according to their specific business requirements.
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Announcing the launch of NV Desk, Amit Gandhi, CEO of NovelVox says "In contact centers, 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's 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 center, the need for dealing with separate vendors, incurring additional costs for CTI integration, or constantly switching between screens is eliminated."
Posted by Veronica Silva Cusi, news correspondent
Established in 2008, NovelVox offers flexible Contact Center Unified Agent Desktops, Supervisor Desktops, Contact Center Wallboards, CTI Connectors, Agent Scripting Tools and other contact center applications for customers of all sizes, ranging from Enterprise Organizations to more dynamic customer-centric companies. These products support Cisco Finesse, Avaya and Genesys. NovelVox is a provider in the Contact Centre Desktop Agent space. It is accredited by Cisco as a Preferred Solution Provider. It has offices in India, UK, USA, KSA & UAE and it has clients in 80 plus countries. It provides industry-specific solutions in Healthcare, Government, Banking and Finance, Credit Unions, Retail & Telecom Contact Centers. NovelVox provides the Ready Integrations of your contact center application with all major CRM, ticketing software, bespoke applications, internal database or your legacy systems like Epic, Salesforce, Service Now, Microsoft Dynamics, Jack Henry, Symitar, Cerner, Zendesk, Tibco, Oracle, Citrix, Siebel, FIS, SAP, Fiserv etc. It offers exclusive agent desktop for Credit Unions. NovelVox’s Cisco Finesse Gadget Designer Studio is the only GUI based Cisco Gadget Designer tool that allows to create or edit agent desktop with a drag & drop designer Tool.
Published: Monday, August 28, 2023
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.