Nova Customer ServiceEvery interaction counts. Every service, connected.
Connect appointments, tickets, queues, kiosks, agents, notifications and outcomes in one coordinated service journey, from first contact to feedback.
An enterprise solution for organizations that need to offer clearer service experiences, organize their operations and have useful information to improve their services.
Horizontal productAvailability to be confirmed
Challenges it addresses
Three common situations in organizations that serve people — and what changes with a coordinated journey.
Waits that are hard to manage
People need to know how their service is progressing, and the organization needs to coordinate tickets clearly.
What changesTickets and appointments ordered by service and priority, with a visible status for each person.
Disconnected channels and experiences
An interaction may start through an appointment, web, mobile, kiosk or another enabled channel and must keep a coherent journey.
What changesOne journey that joins request, ticket, call and service, wherever it started.
Operations without enough context
Agents need relevant operational information and authorization within their branch to serve properly.
What changesEach agent serves with the ticket context in view, within the branch where they are authorized.
Product capabilities
Six capabilities that make up the journey. Each shows its technical status.
- Evidence to be confirmed
Queue and ticket management
Issue and order turns by service and priority.
ScenarioA visitor takes a ticket and sees where they stand.
- Evidence to be confirmed
Appointments
Schedule visits ahead and integrate them with the queue.
ScenarioA booked visit joins the queue at the right time.
- Evidence to be confirmed
Agents and assignment
Route each turn to an authorized agent in the branch.
ScenarioThe next free agent calls the ticket with its context.
- Evidence to be confirmed
Kiosks
Self-service ticket issuing on site.
ScenarioA visitor selects a service at the kiosk and receives a ticket.
- Evidence to be confirmed
Notifications
Tell visitors when it is their turn.
ScenarioA message announces the turn and the service point.
- Evidence to be confirmed
Outcomes and feedback
Close each service with its result and the visitor’s feedback.
ScenarioThe agent records the outcome; the visitor rates the service.
How a service is coordinated
From first contact to the person’s feedback, every step has a clear owner.
Request
Through an appointment, a kiosk or another enabled channel.
Ticket
A valid ticket is issued for the selected service.
Queue
The ticket waits in the queue of its service and branch, with a visible status.
Call
Optional integrationThe call can be shown on screens through Nova Digital Signage.
Service
An authorized agent of that branch serves with the ticket context.
Outcome
The service closes with its operational outcome.
Feedback
The person can rate the service; the opinion is recorded separately from the outcome.
- Nova Customer Service owns the tickets and their lifecycle.
- Nova Digital Signage only presents the calls: it neither creates nor governs tickets, and using it is optional.
- Each agent serves in the branch where they are formally authorized; there is no arbitrary reassignment across branches.
- The service outcome and the person’s feedback are recorded separately.
Architecture, trust and autonomy
Built by Teranova on NovaPlatform’s shared foundation.
Contextual access
Each person accesses according to the organization, branch and role they are authorized for.
Organizational configuration
Services, branches and channels are configured for each organization.
Integration and traceability
Relevant actions are recorded and integration relies on the shared foundation.
Progressive evolution
Capabilities are enabled progressively, according to their actual maturity.
Nova Customer Service is adopted independently. It does not require other Nova products: presenting calls with Nova Digital Signage is an optional integration.
Discover NovaPlatformWhere it applies
Industry applicability is catalog metadata pending confirmation by each product owner.
Frequently asked questions
Do I need other Nova products to use it?
No. Each product is autonomous; other verticals are optional extensions, never mandatory dependencies.
Is it available on Microsoft Marketplace?
Not confirmed yet. A Marketplace link appears only for an offer verified as published. Until then, use Express Interest.
Can I see prices and plans?
Prices, plans and terms are shown only when they are officially published. None are published yet.
Explore Nova Customer Service at your own pace
Self-service digital contracting will be available once its channel is enabled. Meanwhile, explore the capabilities and compare the solutions — no meetings or advisory sessions are needed to move forward.
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