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Smart CTI Connectors

Boost agent performance with omni-channel enabled Computer Telephony Integration (CTI) to deliver personalized experience
  • Automated Workflows
  • Omni-channel Support
  • Built-in Productivity Add-ons
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Popular Integrations :

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Smoother operations across sales, service,
and marketing with Smart CTI

Smart CTI Connector transforms contact center operations to deliver better customer service with automated workflow and simplified interactions between the agent and the customer. Novelvox CTI software for Cisco, Avaya, Genesys, and Amazon Connect significantly reduces Average Handling Time (AHT) and improves First Call Resolution (FCR).

Increased Agent Performance​

Smart CTI Connector embeds within the applications like CRM, Ticketing, etc. for agents to get the work done quickly for faster resolution with an integrated unified interface.

Improved Team Efficiency

Empower supervisors with the right monitoring tools and controls like agent ready, agent logout, barge-in, silent monitoring, etc., along with features like team statistics and queue statistics for improved agent performance quality.

Personalized Customer Service

Empower agents to drive contextual customer conversations with critical caller information and deliver personalized support without switching screens.

Seamless Omnichannel Engagement

Quickly respond to customer inquiries and resolve issues effectively across digital touchpoints with a unified agent interface, leading to higher customer satisfaction and loyalty.

Elevate the customer service
with Smart CTI Connector

Novelvox offers a variety of CTI software supporting your needs for serverless, on-prem, omni-channel, and browser-based connectors that work seamlessly with existing business applications and contact center telephony.

Out-of-the-box CTI to
Simplify Agent Experience

  • Flexible deployment options: On-Prem, Serverless, and Hybrid
  • Embedded call controls to handle interactions without switching screens
  • Automated call logging, click-to-dial, integrated call dispositions
  • Multiple sign-in, and single sign-on
  • Screen pop to know callers information
  • One-click screen and call transfers
computer telephony integration: Out-of-the-box CTI to Simplify Agent Experience
cti call center: Advanced Integrations

Advanced Integrations to Streamline Operations

  • Create unique screen pop flows based on contact, ticket, account, lead, or more
  • Customize workflows with triggered actions in CRM/CSM
  • Multiple-regions support with custom phone number formats
  • Customize the CTI interface to match your unique business needs
  • Additional 75+ third-party app integrations to fuel agent productivity
  • Readily integrate with productivity tools including Case Management, Knowledge Base, etc.

Omnichannel Support to
Enable Digital Engagements

  • Seamlessly handle email, chat, and social interactions from a single interface
  • Compatible with Genesys (embeddable framework) and Amazon Connect Contact Control Panel (CCP)
cti integration: Omnichannel Support to Enable Digital Engagements
Supervisor Controls for Improved Team Performance

Supervisor Controls for Improved Team Performance

  • One-click controls to monitor and coach agents (barge-in, silent monitoring, agent state change, whisper-in)
  • Seamless screen transfer with context
  • Real-time Agent Dashboards
  • Integrated View of Team and Queue Statistics

Seamlessly connect & drive value
from existing applications

Seamlessly integrate your telephony systems with CRMs/ITSM apps powered by Novelvox CTI Connectors

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Optimize Genesys Cloud, Connect & Engage

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Advance your Cisco Finesse to Webex CC

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Accelerate Avaya Aura Contact Center

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Enhance Amazon Connect Agent Experience

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Seamlessly Connect & Drive
Value from Existing Applications

NovelVox offers CTI integration for Cisco, Avaya, Genesys, and Amazon Connect with business applications like CRMs, Ticketing, etc.
along with 3rd party integrations.

Multiple Platforms Supported by Smart CTI Connector

Salesforce
Microsoft Dynamics
ServiceNow
Zendesk
Freshdesk
Epic

Easy Integration with Business Functions

Advanced CTI Connector functionalities ensure all your customer information can be
accessed from one platform, resulting in more effective sales and customer care operations
and faster service delivery

Customer Service

Ticketing

CRM

FAQ

CTI or Computer Telephony Integration is a technology that allows a phone system to connect to a computer program such as CRM and Ticketing applications. The integration of two disparate systems allows contact centers to automate tasks, simplify processes, and enhance customer experience. With CTI Connectors, one can access all telephony call controls and actions from within the CRM applications, saving agents from toggling between the telephony and CRM while handling an interaction. Additionally, it allows agents to leverage the CRM-specific features such as Screen Pop, Click to Dial, and more to increase efficiency and improve performance.

Smart CTI Connectors by NovelVox seamlessly integrate with Salesforce, Zendesk, Freshdesk, ServiceNow, MS Dynamics, Epic, HubSpot and Oracle Service Cloud. The application embeds seamlessly within the CRM or Ticketing application along with call controls from the telephony solution – on one single screen.

Have any other applications in mind? Get in touch for a customized CTI Connector for your unique business needs.

Seamless phone system integration is available for Cisco (UCCE, UCCX, PCCE, UCM), Avaya (Avaya Aura AES), Genesys (Genesys Pure Engage, Connect, and Cloud), and Amazon Connect (CCP Panel) contact centers.
Yes, Smart CTI Connector support seamless omnichannel integrations to enable agents to handle interactions from Email, Chat, and Social Messaging. Furthermore, the integration readily connects with omnichannel contact center framework such as Genesys and Amazon Connect CCP panel.
Smart CTI Connectors support both server-based as well as serverless deployments with flexibility to choose a native or public cloud service as per the business needs. However, in case of HubSpot CTI Connector, option to deploy browser-based extension is also available.
Smart CTI Connectors come up with a no-code, drag and drop designer studio which enables administrators to customize the color, logo, font, and more without any hassle.
Yes, it does. NovelVox’s biggest integration library enables integrating Active directory/phonebook based on telephony records with the CRM. The phonebook can be shown within the CTI gadget to provide agents with an effortless and a more efficient way to access contacts.
Yes, when deployed along with NovelVox’s real-time and historical reporting solution iVision Plus and Reporting Plus. On custom requirements, Smart CTI Connector can easily be integrated with productivity gadgets and 3rd party applications for maximum productivity. Embedding NovelVox’s real-time and historical reporting gadgets over the CTI screen provides supervisors with the flexibility to monitor and track performance without switching applications.
What our customers say

Mohammed Yasin

Agent desktop by NovelVox ensured better agent and customer experience. Its ability to easily customize and create gadgets as per our needs is truly amazing.

Mark Coleman

We no more need to worry about exposing all customer information from CRM and our internal data to agents. Agents now have access to only that information which they require for handling calls. We explored many solutions but NovelVox was the only one who delivered it. It’s been working great so far.

Tim Nicholas

NovelVox has helped us improve the overall agent-customer experience with not just the screen pop application, but also by building a desktop as per our specific requirements. It’s exactly what we needed.

Audrey Hill

I research and found NovelVox to be the one support with the condo with the different applications from ServiceNow to Salesforce to Excel, so with the different applications with one product they are so flexible.

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