Genesys CTI Connector
Embedded Smart CTI Connectors for Salesforce, Servicenow, MS Dynamics, Zendesk, Freshdesk, and EPIC. Compatible with all versions of Genesys – Genesys Cloud, Genesys Engage, and Genesys PureConnect.
13+
Years of Expertise
200+
Deployments in 18+ Countries
98.7%
Retention Ratio
Integrate Existing Applications Seamlessly
Give your Genesys Contact Center agents an integrated view of customer information on a single interface by integrating your existing CRM or Ticketing applications with the CTI Connector. The connector smartly embeds within the application offering all call controls and customer information at one place.
- One interface with all call controls and customer information
- Embeds within existing CRM and Ticketing applications for faster resolutions
- Search contacts directly from the CTI
Advanced Call Controls
Boost agent performance and overall productivity by empowering them with advanced call controls such as Answer, Hold, Consult, Transfer, and conference, all within the CTI. Further, the Screen Transfer and Associate Record features help agents transfer a call without losing the context.
- Basic and advanced call control actions
- Screen Transfer, Configurable Speed Dials, Screen Pop, and more
- Configurable log templates and wrap-up codes
Greet the Caller with the First Name
Deliver customer delight by greeting the caller with their first name. CTI Connector for Genesys contact centers enables agents to access key caller information, including the call history within the interface, even before the call is answered.
- Personalized experience to each caller
- Complete conversation history for faster resolutions
- Reduced Average Handle Time (AHT) and improved First Contact Resolution (FCR)
Intelligent Monitoring & Actions for Supervisors
Empower Supervisors with the right monitoring tools such as login & logout agent, barge-in, silent monitoring, etc., for next-level performance monitoring. Further, features like Team Statistics and Queue Statistics help supervisors monitor real-time metrics of agents and interactions within the interface, hence improving productivity.
- Smart monitoring actions such as Agent Ready, Agent Logout, Barge-In, and Silent Monitoring
- Team statistics to proactively view the current status of the agents in your team
- Queue statistics to quickly view the total number of calls routed to a queue
OnPrem/On Cloud CTI Connectors
NovelVox CTI Connectors supports two modes of deployment: On-Prem and On-Cloud. With On-prem deployment, you chose your premises and servers to set up the connector installation process; however, with On Cloud deployment mode, you opt for an easy serverless setup that lets you go live in no time.
- On-Premises setup for secured installation
- On Cloud serverless set up for faster installation
Dedicated Customer Success Manager
24/7
Support &
Training
Self Help YouTube Channel
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