The development of our Cloud solution – Novus, is moving very fast forward, and every month we add plenty of new, useful features to it – many of them, requested by you – our customers. That’s why, to fully include you in our journey, and make sure you keep track of all the new releases, we decided to create these updates, through which you will get a fast overview of the features added to Novus each month. Under each feature you will find a description of its functionality, so you can easily understand what each of them can add to your organization’s call handling activities. This way, you will never miss a feature that your company could benefit from!
If you are interested in hearing more about the features added this month or having a demo of them, book a meeting with one of our consultants here.
FEATURES RELEASED IN APRIL 2021:
In the Novus Configuration Manager, you are now able to build all the IVR menus and auto attendants you will ever need – all by yourself.
Simply add a new menu and assign action to each digit, like e.g. transfer to Customer Care on 1. No additional programming or training is needed.
Camp on Busy
Operators can now offer customers to “camp” on a busy colleague instead of having them call back or parking the call. When the colleague is busy on the phone, you simply search out the colleague and hit “Camp”. The call will then wait and transfer through, when the colleague becomes available again. Set a custom timeout for when the call should return to the switchboard to make sure, no one is left hanging.
The feature is available for both the web- and the mobile agent.
Improvements in Novus Mobile App
Novus users are now able to receive and answer call backs, ordered by customers while waiting in queue, directly from the Novus mobile app. Also, mobile user can now see their colleagues presence on the devices they use, as well as the existing unified presence indicator.
FEATURES TO BE RELEASED IN MAY 2021:
New MS Teams Presence
Support for the Microsoft Graph API, as the previous Skype-based UCWA API will be deprecated. This will be used going forward, to retrieve presence information from Teams, calendar information from Exchange and users/records from AD. This is the one single API Microsoft will use for all future data exchange to third parties like us.
Agents are now able to enter DTMF tones in outbound calls to an external IVR services. This is handy when ordering taxies etc..
Call URL Lookup (CRM/CMS)
In order to save time in the call handling and provide even faster service for your customers, Novus will be able to open any external web/cloud-based system (like CRM or ITSM etc.) in a new browser tab. The URL string that will be “popped”, either automatically or manually, will include the caller ID and/or the collected digits from the IVR/queue as parameters, allowing for fast access to the customers data in the external web/cloud system.
Headset Support via WebHID
In the newest version of Chrome, Google has included support for various Human Input Devices (called WebHID), like keyboards, trackballs, controllers etc.. This allows us to access local drivers from within the OS, and thus support most headsets on the market, old and new, without the need to install specific proprietary software. This means, you should be able to plug’n’play your headset and not only get the sound through, but also use the hang-up and answer-button on the actual headset. We are currently testing this on a variety of headsets from GN Jabra, Sennheiser EPOS and Plantronics.
Some companies may handle inbound calls from multiple branches and subsidiaries, or even can do so for other companies. To support this, we have enhanced the Microsoft integration, allowing for Novus to connect and sync to multiple simultaneous M365/O365 and mobile presence instances on one single tenant. This will allow agents to handle calls and act as a switchboard/call center for several companies at once, as we can show calendar availability, Teams- and mobile presence on records from different tenants .