Cisco, Avaya, Mitel & Genesys CTI Connectors
NextGen Cisco Finesse(UCCE, UCCX, PCCE, CUCM), Genesys(Cloud, Engage & Pure connect), Avaya(AES) & Mitel CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk, Freshdesk, and EPIC.
Ready CTI Connector For Your Application
Integrate CTI with your existing CRM or ticketing applications to give your agents complete control of all information. The CTI Connector embeds within the application, offering call controls and key caller information on a single interface, thereby enhancing agent performance without the need for switching screens.
- Single interface for customer information and all actions for faster resolution
- Integrates with existing application, no extra agent training time required
- Search a contact in CTI and get the data directly from CRM/Ticketing Application
Advanced Features
Empower your agents with advanced call controls, including Call Answer, Call End, Hold, Transfer, Consult, and Conference for improved productivity. Unlock the powerful productivity booster features such as CRM Screen Transfer, Associate Records, Click to Dial, Smart Dialing, and more to resolve queries faster.
- CRM Screen Transfer, Click to Dial, Intelligent Dialing & more.
- Advanced agent & team performance reports for improved team’s productivity
- Rapidly add call notes with configurable log templates and wrap-up codes
Say Hello with Caller’s First Name to Boost CX
Let your agent start a call by greeting the caller with their “First Name” without having a need to switch screens. Let the agent access caller’s key information within the interface even before the call is answered.
- Allow agents to access key caller information within the interface to deliver a personalized experience to each caller
- Empower agent with complete conversation history to handle and resolve calls faster
- Reduced Average Handle Time (AHT) and improved First Contact Resolution (FCR)
Supervisor Monitoring & Actions
Empower Supervisors with the right monitoring tools and controls like barge-in, silent monitoring, etc., for improved quality. Enable next-level performance monitoring with features like Team Statistics and Queue Statistics.
- Monitor smartly with advanced supervisor 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
Serverless Setup for Faster Installations
NovelVox CTI Connectors supports two modes of deployment: On-Prem and On-Cloud. Go live in no time with easy serverless setup or secure on-premise setup for faster and secure installation.
- On-Premises setup for secured installation
- On Cloud serverless set up for faster installation
Easy Customization
Customize your connector design and information displayed to have your own unique connector interface and integrate it with any other 3rd party application to improve agent productivity. Go live in no time with an easy serverless setup or secure on-premise setup for faster and secure installation.
- Configurable Speed Dials to match your business requirements
- Modify information displayed on CTI data connector
- No coding required for Cisco, Avaya, Mitel, and Genesys connector
Computer Telephony Integration or CTI is a connectivity tool that ties a phone system to an agent/supervisor desktop. CRM CTI integration and other 3rd party integrations improve the experience, sales, and services offered by the business. NovelVox offers integration for Cisco CTI, Avaya CTI, Genesys CTI, and Mitel CTI. From identifying, routing to recording, there’s a lot that can be done with a CTI connector.
CTI call center empowers agents to conduct experiential conversations. CRM connector integration enables agents to know caller details as the phone rings and offers the best resolution instead of repeating information.
Our CTI Connectors
Compatible with
Dedicated Customer Success Manager
24/7 Support &
Training
