Industry Intelligence for NICE CXone
Smart CTI Connector for NICE — Full Call Control, Inside Your Existing Systems
Your agents live in Salesforce, Epic, or ServiceNow. Smart CTI Connector brings NICE CXone call controls directly into those interfaces — no toggling, no context loss, no wasted time.
17+
Years of Expertise
350+
Deployments in 20+ Countries
90%
Customer Retention Ratio
NICE CXone Call Controls, Embedded
Where Your Agents Already Work
Agents working in Salesforce, Epic, or ServiceNow don’t need to leave these just for a call. Smart CTI Connector embeds NICE CXone call controls directly into these business systems — uninterrupted interaction, no loss of context.
Call controls like answer, hold, transfer, and wrap-up embedded right in your preferred business system.
Agent state control and call disposition managed from within your CRM or core system interface
Single Sign-On support eliminates repeated login friction across systems
Screen Pops That Surface
the Right Record, Every Time
Patients calling healthcare providers, members contacting banks, or a vehicle owner reaching out to a dealership, Smart CTI Connector matches caller identity to the right profile in the right system automatically and shows as screen pops.
Automated CRM screen pop on every inbound interaction with record loads before the agent speaks
Record mapping connects incoming ANI to the correct profile in Salesforce, Epic, ServiceNow, and more
Screen transfer carries the matched record with the call when interactions are escalated or routed
One-Click Actions That Eliminate Manual Effort
Every second an agent spends on manual tasks is a second away from the interaction. Smart CTI Connector compresses post-call work and mid-call actions into single clicks — reducing AHT while eliminating the manual transcription errors.
- Click-to-dial initiates outbound calls directly from patient records
- Automated call logging captures interaction details the moment the call ends
- Special notes allow agents to tag interactions in real time without leaving active call screen
Configurable for the Way Each Industry Operates
Smart CTI Connector gives operations teams the flexibility to build screen pop workflows, configure phone number formats, and extend integrations to match the specific requirements of their environment.
- Unique screen pop workflows configurable per queue, interaction type, targeted segment
- Custom phone number format configuration eliminates manual reformatting and reduces lookup failures
- Flexible gadget UI customization to match branding, department structure, and operational requirements
Omnichannel Connectivity, Without Leaving the Primary Workspace
Whether inquiries come by voice, chat, or digital. Smart CTI Connector integrates with the NICE CXone panel to support both voice and digital interactions — keeping agents in one workspace regardless of channel.
- Seamless integration with NICE CXone panel for voice and digital interaction management via CTI
- Agents handle omnichannel interactions from within the same CRM or core system interface
- Productivity gadgets — Knowledge Base, Case Management, Reporting, etc., accessible within the same workspace
100+ Integrations. Built for
Regulated, Data-Intensive Environments.
With 100+ third-party integrations and additional customization capability, Smart CTI connector works with the tech stack your organization has already invested in.
Healthcare: Epic for patient record screen pops and click-to-dial within clinical workflows
Banking, Credit Union: Jack Henry, Fiserv, FIS, Corelation for member and account data surface on every interaction
Automotive: CDK Global for customer profile and vehicle record access embedded in dealership contact center workflows
Additional third-party integrations available beyond standard installation to extend agent context further
Our Featured Integrations
CRM / ITSM
Healthcare
Banking & Credit Union
Automotive
Ready to uplevel your customer experience and convert more leads?
Schedule a demo today to learn how you can close more sales, retain more customers and get more referrals.
