NovelVox partners with Zoom to offer a True Integrated Contact Center Experience across all the Verticals
Unified agent experience for personalized CX
Drive productivity with integrated experience
Engage with customers across digital channels
Transform & scale CX with Conversational AI
Powerful Help Desk Software
Optimization performance with real time monitoring
MS Dynamics Integration
Streamline customer service capabilities and deliver personalized experiences to customers.
Boost critical contact center KPIs and take your contact center efficiency to the next level.
Seamlessly streamline contact center workflows and enhance agent productivity.
Elevate your customer service standards with the intuitive power of personalization.
Redefine workflows for a more productive and streamlined agent experience
Harness the power of personalization to deliver a cohesive customer expereince
Heighten customer satifaction by bringing agility and responsiveness into your customer support operations
Set new standards for customer service excellence by breaking down organizational silos
Forge a unified customer support ecosystem for customer service excellence
Transform customer support complexities into simplified and efficient support experience
Master the art of contextual support, offer personalized services and address queries promptly
Bridge the gap between service excellence and customer satisfaction with streamlined services
Bring efficiency into your services with context and precision in every interaction
Tailor your customer support services to meet customer preferences and elevate CX.
Empower agents to adapt swiftly to customer needs and deliver top-notch service
Optimize customer support processes and craft exceptional customer experiences.
NV Desk - The Most Powerful Help Desk Software Designed for Contact Center
Discover 10 Questions You Need to Ask Before Upgrading to An Omnichannel Platform
Webinar: The Modern Way of Efficiently Handling Tickets from your Contact Center
Unified Agent Desktop : All You Need to Know
Leveraging WhatsApp for Customer Service with Conversational AI
Implementing AI in Modern Contact Center
Epic is a privately held software company that helps hospitals and other healthcare providers maintain medical records. The epic software is a one-stop platform where patients can register, book appointments, view related medical records.
Now the question is, what does a CTI connector do? What is its role and why one should consider opting for it?
Epic CTI connector adds telephony functionality to a standalone epic application. Using the Computer-telephony integration, it integrates the telephony solution of your contact center to the epic application via a CTI connector which is termed as Epic CTI Connector.
In simple terms, with an Epic CTI connector, your agents will be able to make/receive calls right inside the epic application. They need not switch to the telephony solution to make calls.
Let’s discuss these features in detail.
A softphone allows you to make calls over the internet without using dedicated hardware. NovelVox Epic CTI connector comes with an in-built softphone functionality that enables agents to access all call control features right inside the Epic.
Following are the various softphone features that this CTI connector comes with:
It’s the ability of the connector to pop the patient’s detail on Zendesk’s screen for all incoming calls. With this information, the agent receiving the call gets to see all the necessary information about the on-call patient even before receiving the call. This further helps the agent know the context of the call and deliver an exceptional patient experience.
Call disposition codes are wrap-up codes that help agents to save the call context by providing information on how the call was wrapped. Was it successful or did the patient ask for another session? With NovelVox CTI Connector, the agents get to select one of many wrap-up codes configured by the administrator to summarize the call.
Ever felt how would it feel if you have to search a contact in the application and then dial in the saved phone number separately in the dial pad to call the patient? Frustrating, isn’t it. To save contact center agents from this pain of searching and dialing a contact number, the Epic CTI connector from NovelVox comes with the “Click to Call” feature. With this feature, whenever a contact is searched in the application, the agent will be able to see a “phone” icon in the patient’s profile. Clicking on this will directly place a call to the linked contact number.
No more screen switches to make calls.
The above-mentioned features of NovelVox Epic CTI Connector extend the capability of a standalone Epic system. The connector empowers agents with effective call control functions to deliver the next-level customer experience.
Subscribe to our free newsletter and get blog updates in your inbox