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
To provide a superior customer experience, investing in a sound CRM system is one of the major decisions for any contact center. With the help of a CRM system, a contact center can effectively manage customer information, take note of daily customer interactions, and manage future leads and build a strong customer relationship, resulting in service efficiency and increased sales. In the context of a call center, the power of a CRM system is further enhanced by its effective integration with the contact center software or call management system with the help of a computer telephony integration (CTI) integrator. It is an important decision for a call or service center to ensure a sound integration of these two for highly satisfying customer interactions.
When it comes to one of the leading CRMs, Salesforce is a major player in the CRM industry. It offers a sound platform to deliver a great customer experience through its highly intuitive interface, making it easy for your entire team and departments to have a shared view of customers’ information. It is paramount to enable a seamless CTI of your call interface with Salesforce in a contact center. Cisco is one of the leading providers of contact center interfaces- unified desktops for agents and supervisors that connect phone lines with your computer using CTI protocol to offer a highly intuitive integrated system that offers effective management of customer interactions via voice, emails, and chat via a desktop, without needing a telephone.
To take it to the next level, seamless integration of Salesforce with CTI can help create a robust platform that makes it easy to manage and update customer interactions directly on the CRM system, distribute information to the entire team for more insightful responses to deliver high customer satisfaction. This can be achieved using a Salesforce CRM connector and is an ideal situation for a contact center. Therefore, it is of utmost importance to know what you need to do for effective integration of CTI with CRM, or, in other words, a seamless CTI like integration of Salesforce with Cisco to leverage benefits that result through such an effective integration. Through CTI, you can connect your phone systems (Cisco) with your CRM (Salesforce). This integration helps your team to work in tandem and make the most of it.
How to go about a seamless Cisco CTI Salesforce integration is an important step to delivering an exceptional customer experience and reap all the benefits that follow. Below are some of the key features that you need to look for in your CTI provider to make it a highly successful integration-
In this option, all the phone numbers, whether in the CRM system or your web browser, are converted into clickable links which dial a call upon clicking. This feature allows a seamless calling experience without your team having to manually dial phone numbers using a phone or through a pop-up screen dial pad. For contact agents who need to deal with a high volume of calls daily, this feature saves a lot of time on their part and ensures better resource planning while keeping your bottom line healthy.
Screen pops are one of the highlights of a successful Salesforce Cisco integration. Through the screen pops option, it is easy to get all the relevant details of a customer during an outbound or inbound call. Though some CTI solutions only offer screen pops that uniformly display recorded customer data. Therefore, it is advised to choose a CTI solution that shows need-based customer information through these screen pops to deliver a highly satisfying customer experience. This need-based customer data can help the agents to access the relevant data based on their roles for effective and quick resolutions of service requests. And this is one of the major benefits of successful integration.
Though it is part of the screen pops feature, but a highly relevant one that you need to look for in a CTI solution. This option provides the facility to take notes on the pop-up itself. Some providers only allow you to update records but the best CTI providers offer you to take notes, change call content of calls, and create tasks right on the screen pop. For a client servicing team or an individual service agent, this option streamlines the flow and saves time.
Through Salesforce and Cisco integration, it is easy to enhance teamwork and collaboration among various teams- sales, support, and service. Whether the teamwork option is being offered is something you may want to look at by your chosen CTI solution provider. The mention feature makes it easier for agents to quickly assign or notify team members regarding call updates or if there is any pending action that needs to be carried out.
This one is a basic yet crucial feature to look for in your CTI Salesforce integration. When a service agent takes call notes and wraps up a call on the screen pop, this feature automatically logs the call updates on the CRM. This saves time on the part of team members from manually entering the call updates, changing call contents, and assigning tasks to team members. This feature allows the entire organization to work in tandem and get the most of the process.
Subscribe to our free newsletter and get blog updates in your inbox