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Unified agent experience for personalized CX
Drive productivity with integrated experience
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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.
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Built with customer support agents in mind, the powerful, perceptive, and intuitive Zendesk CRM offers all the tools required to manage and enhance customer relationships. It also offers multiple functionalities as well as a dynamic knowledge base to help contact centers achieve maximum user productivity with minimum wasted effort.
And now, contact centers can extract even more value from this great CRM platform by integrating it with their customer communications platform – through “Click-to-Dial”.
Does your Cisco contact center leverage Zendesk CRM to collect and manage customer data?
What if you could integrate and synchronize the CRM with your contact center platform in order to simplify customer communications and enhance customer experiences? With “Click-to-Dial ” functionality integrated into Zendesk CRM – you can. This user-friendly functionality is yours to mobilize with the customized Zendesk CTI Connector for Cisco contact centers – only from NovelVox. Through this easy-to-deploy connector, your agents can make calls to and accept calls from customers directly from within your Zendesk CRM.
With Click-to-Dial, you can instantly add call center capabilities to your Zendesk CRM, and centralize all customer interactions in one place. Agents can simply click to dial a customer from within the CRM interface, thus eliminating misdialed, and improving call efficiency. With every call, they get screen pops with customer name, call history, and other relevant data so they can instantly connect with customers, understand them, and provide more personalized, real-time responses. Agents save time and increase productivity, while customers get the right answers or information they need quickly. This is a powerful way to make every interaction fully customer-centric, and highly meaningful.
Missed call screen pops allow them to follow up quickly and without unnecessary delays. They can even create new Zendesk cases/tickets (or update existing tickets) from within the interface as they talk to customers, capturing all necessary information, and increasing the chances of successful interaction and resolution.
With Click-to-Dial in Zendesk CRM, agents can perform the following actions from a single, centralized interface:
They can also add call notes to tickets. These notes can be exported, searched, reviewed, and accessed in the future when the same customer calls in, in order to provide the necessary contextual information and thus improve call outcomes. Supervisors can also access call recordings to analyze agent performance, and use this information for training and ongoing performance improvements.
With Click-to-Dial in Zendesk CRM, there’s no more switching between platforms, no more scrambling for information, and no more annoying the customer by making them wait! This integration can directly impact your contact center’s KPIs by lowering Average Handling Time (AHT), improving First Call Resolution (FCR), and ultimately boosting Customer Satisfaction (CSAT).
Get the right context with every call, and make every interaction richer and more meaningful with Click-to-Dial in Zendesk CRM. Contact centers all over the world have leveraged this powerful functionality to:
With the customized Zendesk CTI connector from NovelVox, support teams can integrate Click-to-Dial into their Cisco contact center (UCCE, UCCX, or PCCE). This integration enables them to centralize their workflow into one easy-to-use platform. They can stay on the Zendesk dashboard as they serve customers without ever switching screens. Increased productivity, faster resolutions, and enhanced CX – all these advantages are now within reach of your modern, customer-focused contact center.
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