Genesys CTI Connector
Smart CTI integration to plug Genesys phone system into your business applications for greater agent efficiency and faster resolutions.
15+
Years of Expertise
350+
Deployments in 20+ Countries
90%
Retention Ratio
Optimize Customer Service
with Genesys CTI Integration
Eliminate clunky call handling with our Smart CTI Connector for Genesys Contact Center. Streamline workflows, reduce screen toggling, and empower agents to deliver personalized experiences for better customer delight. Integrate with leading CRMs like Salesforce, ServiceNow, MS Dynamics, Zendesk, Freshdesk, and EPIC and meet your unique business needs for better efficiency and customer satisfaction.
Plug & Play
Personalized Service
Optimized Costs
Simplify Caller Experience with
Smart CTI Connector for Genesys
Enhance agent performance by equipping them with a single interface to handle interactions and manage caller information and omni-channel interactions. Optimize Genesys Contact Center operations with automated workflows and out-of-the-box productivity features.
Automated Call Operations with
One-click Controls
Uncomplicate call management by integrating critical call functionalities and displaying caller information on the unified CTI interface. Enhance agent productivity, reduce manual errors, and resolve issues faster with the streamlined approach.
- Retain call context with contextual screen pop.
- Ensure smarter call handling with configurable log templates and wrap-up codes.
- Better call management with quick call controls inside the CTI interface.
- Improve agent efficiency with click-to-dial, automated call logging, and more.
Omni-channel Engagement for Genesys PureCloud
Go beyond traditional, voice-based customer service with Omni-channel CTI functionalities that enable agents to handle email, chat, and other digital channels within a single interface. Enable agents to deliver exceptional customer service by accessing relevant data from connected channels.
- Support email and chat interactions with our CTI integration
- Manage interactions with ease, without the need for channel or screen switching
- Readily integrate with Genesys Cloud Embeddable Framework for omni-channel engagements.
Empower Agents with Productivity Gadgets
Elevate agent performance with built-in productivity tools from NovelVox. Facilitate query resolution by eliminating screen switches and offering an integrated view of KPIs and additional data.
- Ensure proactive assistance by enabling agents to access valuable resources with a Knowledge Base.
- Improve outcomes by configuring effortlessly with a Case Management Tool
- Allow agents to access performance metrics with an interactive Agent Dashboard
Out-of-the-box Integrations
for Greater Productivity
- Integrate applications based on your unique business needs.
- Supports seamless integration with Genesys Engage, Cloud, and PureConnect
- Choose from multiple deployment options - Serverless, On-Prem, and Hybrid support.
Our Featured Integrations
FAQ
Genesys CTI Connector not only allows you to connect your Genesys phone system with a business application ( like leading CRMs or ticketing apps) but also equips you with powerful agent productivity features to streamline your customer service operations. While embedded call controls from Genesys help simplify call handling for agents, add-ons and additional integrations amplify their productivity to the next level.
The integration is available for below versions:
⦿ Genesys Engage
⦿ Genesys Connect
⦿ Genesys Cloud
