Sold by: NovelVox NA INC
Transform your contact centers with NV Desk, where automation drives enhancement. Reduce costs on CTI integrations and boost customer satisfaction (CSAT) with streamlined automated workflows and multi-level case handling.
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Overview
Manage cases more efficiently with a cloud-based case management solution that seamlessly connects with your contact center. Enable workflow automation for agents by automatically creating cases for all new interactions, screen pop relevant details for each interaction, and more - without any additional CTI integration or connector required. Empower your agents with effortless case management, making every interaction valuable for your customers. Set new service excellence standards with NV Desk.
Highlights
- 1. Enhanced CTI Controls : Help Desk case management system with built-in CTI enables agents a unified view of cases and interaction controls. This allows them to handle customer interactions and resolve cases efficiently without screen-switching, leading to improved productivity and a more streamlined workflow.
- 2.Enhance case management with features like a unified interface, case search/filter, multi-case management, and case history. Pre-integrated with 8+ contact centers, it enables seamless omnichannel case creation (Email, Chat, Social, IVR). Automates workflows within the agent workspace, supporting auto case creation, escalations with custom SLAs, multi-locale support, and schedule management for business hours and holidays. Empowers agents for connected CX and improved efficiency.
- 3. Deploy quickly with a configurable, cloud-based case management system for call centers, featuring CTI events, dynamic fields, email notifications, and custom escalation levels. Integrated reporting and analytics offer 360 degree performance monitoring for cases, interactions, and agents. Use performance dashboards for insights on trends, priorities, and SLAs, while advanced reporting enables the creation of standard and custom reports with a powerful reporting engine.
Details
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Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
0.6MM Tickets on NV Desk | 0.6MM Tickets on NV Desk usage per year for inbound and outbound | $22,999.00 |
1.5MM Tickets on NV Desk | 1.5MM Tickets on NV Desk usage per year for inbound and outbound | $36,999.00 |
3.0MM Tickets on NV Desk | 3.0MM Tickets on NV Desk usage per year for inbound and outbound | $59,999.00 |
Dimensions summary
NV Desk pricing is built around annual ticket volume. You choose a contract based on how many tickets you expect to handle in a year, counting both inbound and outbound. The three options scale by capacity: 0.6MM, 1.5MM, and 3.0MM tickets per year. Each is a separate yearly commitment, so you pick the tier that matches your expected volume rather than adding usage on top. Note that some third-party application integrations may carry separate API usage fees, billed apart from this contract.
Top-of-mind questions for buyers
A ticket is one support case handled through the platform. Both inbound and outbound tickets count toward your yearly total. Your contract sets a yearly ceiling, such as 0.6MM, 1.5MM, or 3.0MM tickets, and each ticket you process draws down that annual allowance.
No. Some third-party integrations across healthcare, automotive, and banking charge separate API usage, access, or transaction fees. These are not part of the ticket contract. The vendor bills them separately, quarterly in advance, based on expected usage, with monthly tracking and adjustments carried to the next invoice.
Each tier is a separate yearly commitment sized to your expected volume. To handle more tickets, you select a higher-capacity contract rather than adding usage onto your current tier. The tiers do not stack, so you choose the option matching your annual volume upfront.
www.novelvox.com
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As per contract
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
Vendor support
NovelVox provides 24X7 global support for all products. Write to us at support@novelvox.com
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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Customer reviews
Logistics and Supply Chain
Decent system for better case management and more in NV Desk
Reviewed on Dec 09, 2023
Review provided by G2
What do you like best about the product?
With NV Desk tracking of the tickets case and attandance become smooth. It also resolved requirements for feedback as per our client needs.
What do you dislike about the product?
Reports are always not very helpful we had to use multiple filters which take time. We faced a very huge latency while using system.
What problems is the product solving and how is that benefiting you?
It helps in resolving major three thing which were needed at that time. Which includes getting service desk stable, managing attandance become easy