Smart CTI Connector
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
Our Partners
Smoother operations across sales, service,
and marketing with Smart CTI Integration
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, Five9, Dialpad, Nice, Amazon Connect, and Zoom significantly reduces Average Handling Time (AHT) and improves First Call Resolution (FCR).
Increased Agent Performance
Smart CTI Integration 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
Personalized Customer Service
Seamless Omnichannel Engagement
Elevate the customer service
with Smart CTI Connector
Novelvox offers a variety of contact center CTI software integration 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
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 100+ 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)
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 Smart CTI Connectors
Seamlessly Connect & Drive
Value from Existing Applications
NovelVox offers computer telephony integration software for Cisco, Avaya, Genesys, Five9, Dialpad, Nice, Amazon Connect, and Zoom with business applications like CRMs, Ticketing, etc.
along with 3rd party integrations.
Multiple Platforms Supported by Smart CTI Connector
Easy Integration with Business Functions
Advanced CTI (computer telephony integration) 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. CTI CRM Integration allows contact centers to automate tasks, simplify processes, and enhance customer experience. With CRM CTI Integration, 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 Connector features such as CTI Screen Pop, Click to Dial, and more to increase efficiency and improve performance.
computer telephone integration a.k.a CRM 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 Data 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 supports seamless omnichannel integrations to enable agents to handle interactions from Email, Chat, and Social Messaging. Furthermore, CTI Integration with CRM allows ready connections with omnichannel contact center frameworks 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.
Optimize Contact Center Operations
Managed Services
24/7 support
Dedicated Customer Success Manager
Training Portal
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