Improve customer service and efficiency with NV Desk, the advanced help desk ticketing software. With NV Desk, you can streamline case management, unify telephony controls, and provide personalized support seamlessly. Take your contact center operations to the next level with NV Desk's cutting-edge Help Desk Ticketing Software. Contact us at marketing@novelvox.com For more information: URL: https://www.novelvox.com/blog/empowering-contact-center-integrations-with-case-management-system/

1. www.novelvox.com
NV Desk - The Ultimate Case
Management Solution

2. www.novelvox.com
Modern Contact Center Challenges
Agent
Workload
Data
Management
Slow
Response Time
Multi-channel
Communication
Siloed
Applications
Complex
integrations

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What is a Case Management?
Helpdesk Software System designed to optimize and
streamline customer cases in the contact center
Allows businesses to manage, track and prioritize
customer issues
Acts as a central repository to access information
Facilitates collaboration between departments

4. www.novelvox.com
How does a Case Management Resolve Customer Service Challenges?
Agents can manage interactions without switching screens
Agents and Supervisors can work together on the centralized platform
Agents are equipped with detailed customer information, allowing them to tailor responses
Agents can understand the shortages in their performances and identify areas for improvement
Data Driven insights
Streamlined Workflows
Enhanced Collaboration
Personalization at scale

5. www.novelvox.com
NV Desk - The Bespoke Case Management Solution
An advanced Case Management Solution from NovelVox
Designed to
meet unique
customer needs
Helps
elevate CX
Improves
contact center
operations
Offers a seamless
integrated
experience

6. www.novelvox.com
Features of NV Desk
All customer information is consolidated and displayed on the agents screen
Agents can quickly switch between languages and cater to a wide customer base
Automatic detection of cases at the risk of breaching SLAs
Customers can find answers autonomously with seamless access to articles, FAQs, tutorials, etc.
Multi-locale Support
Unified View of the Customer
Superior SLA management
Self-Service Capabilities

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Features of NV Desk
Cases are assigned to qualified agents for faster resolution
Seamlessly integrated into the agent’s workspace, no need for CTI
Covers channels beyond voice like email, chat, social media, etc.
The agent/supervisor dashboard offers real time perspective on cases
Skills Based Routing
Cross-channel Efficiency
Pre-integrated with Contact Center
Comprehensive Case Analytics

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Biggest Library of Cisco Finesse Ready Integration

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We, at NovelVox strive to create and deliver automated
contact center solutions for exceptional caller experience. Our
core contact center solutions include Unified Agent Desktops,
CRM Integrations and Wallboards for Cisco, Avaya, Genesys,
Amazon Connect, Webex CC, etc. Our AI-powered omnichannel
customer engagement platforms - CXInfinity, Chatbot - InfiBot,
Live chat, Voicebot, Video chat, and Co-Browse empower
clients to deliver state-of-the-art CX across different channels.
We deliver scalable CTI integrations with CRM platforms like
Salesforce, Zendesk, Freshdesk, ServiceNow, MS Dynamics,
Epic, and Oracle Service Cloud to automates tasks, simplifies
data management processes, and enhances CX. You can easily
optimize your customer service operations through BI-enabled
reporting & analytics.
About NovelVox

10. www.novelvox.com
About NovelVox
NovelVox is among the leading contact center solution provider in the world, having 5
global offices located in the United Kingdom, United States, United Arab Emirates,
Kingdom of Saudi Arabia, and India.
With more than a decade of hard work in providing best-in-class industry-specific
solutions, we have made customers in 16+ countries with 150+ global deployments
across many business verticals, including Banking, Telecoms, Logistics & Travel,
Healthcare, Government, Education, and Retail.
NovelVox creates industry-specific Agent Desktops with further optimization option to
enable agents to offer personalized experience. The solution results in having meaningful
conversations with the customers or citizens.
www.novelvox.com
marketing@novelvox.com +1 9288645100