A phone call is still one of the most important channels for customers. Especially when the issue is complex, urgent, or when it is simply easier for a person to speak than to write.
But telephony in a modern contact center includes queues, agent distribution, call forwarding, call recording, and missed call control. All these processes either work smoothly or create chaos.
NovaTalks brings telephony together with other channels — messengers, live chat, and e-mail — in a single interface. The agent sees calls and messages in one window. The manager controls everything from one place.
What NovaTalks can do
Flexible distribution of calls and chats
You decide how many calls and chats an agent can handle at the same time. The workload is distributed evenly, so no agent is overloaded and no customer waits longer than necessary.
Hold, transfer, and consultation
During an active call, the agent can put the customer on hold, transfer the call to another department or agent, or connect a colleague for consultation without ending the conversation. This helps resolve complex situations without unnecessary callbacks.
Call recording
All calls are recorded automatically. The manager can listen to any conversation to assess quality, train the team, or review a disputed customer situation.
Missed calls under control
Customers who did not wait to be connected are not lost. The “Missed Dialogues” feature collects all such calls in one place — the agent sees who needs a callback and can do it in a few clicks.
Voice menu (IVR)
Set up an automatic voice menu that greets the customer, helps choose the right department, and routes the call to the appropriate agent. Simple requests can be handled without team involvement — around the clock.
Post-call quality rating
After the call ends, the customer can automatically receive a request to rate the service. This gives the manager real feedback, not just subjective impressions.
What the manager gets
- A complete real-time view of the team workload
- Call recordings for quality control and training
- Statistics on missed calls and waiting time
- Customer quality ratings after each call
- Flexible queue and distribution settings without IT involvement
What the agent gets
- Calls and messages in one window — no need to switch between programs
- Full customer history in front of them before the conversation starts
- Convenient tools for hold, transfer, and consultation during the call
- A list of missed calls for self-managed callbacks
How to connect telephony to NovaTalks
To use telephony, you need a virtual multichannel IP number from any provider. In Ukraine, this can be Kyivstar, Lifecell, Ukrtelecom, Vega, and others.
The connection process is simple: you order a number from the provider, receive the connection parameters, and send them to the NovaTalks team. We configure everything else.
If you currently use a GSM gateway, we will help you switch without losing customers: we will set up forwarding from the old number to the new one for the transition period.
FAQ
Can NovaTalks telephony be used without other channels?
Yes. But the platform delivers its full value in omnichannel mode — when calls, messengers, and chat work together, and the agent sees a unified customer history.
How many agents can work at the same time?
The number is not limited. It all depends on the number of voice sessions in your provider’s plan.
Are call recordings stored?
Yes, all recordings are stored on the platform and are available to the manager at any time.
Can different queues be configured for different departments?
Yes. You can flexibly configure queues, distribution between teams and agents depending on the topic of the request.
NovaTalks is a customer support platform where telephony works together with all other communication channels. Try it free for 14 days or request a demo.
