Smart CTI Connector
Smart CTI: Bridging Systems and Contact Centers in Real Time
Empower your contact center agents with NovelVox’s CTI Connector. Seamlessly connect your contact center with backend systems like CRMs, EHRs (including Epic), and core platforms to surface real-time customer data within the agent workflow.
The Industry Challenge
Disconnected Systems = Slower Service
Agents must switch between multiple systems—CRMs, EHRs like Epic, and contact center tools to access customer data. This constant switching increases handling time and fragments the experience.
No Context at Interaction Start = Repetitive Conversations
Manual Workflows = Operational Inefficiency
Meet CTI Connector – The
Real-Time Integration Layer for Agents
With CTI Connector, you can:
Eliminate Screen Switching
Start Every Interaction with Context
Accelerate Agent Efficiency
Deliver Consistent Customer Experiences
Why Contact Centers Choose CTI Connector
Deep System Integration
Real-Time Data Synchronization
Flexible Deployment
Enterprise-Grade Security
Use Cases
Use Case Flow:
When a customer contacts the business, their record is automatically retrieved and agents are guided through secure verification workflows.
Benefits:
Reduces verification time, enhances security, and improves the overall interaction experience.
Use Case Flow:
As soon as an interaction begins, relevant customer information is displayed within the agent interface.
Benefits:
Eliminates search time, reduces handling time, and enables more contextual conversations.
Use Case Flow:
Agents can manage requests, updates, or transactions directly within the contact center interface.
Benefits:
Streamlines workflows, reduces system switching, and improves operational efficiency.
Use Case Flow:
Agents can view previous interactions, notes, and history alongside current customer data.
Benefits:
Improves continuity, enables informed conversations, and builds stronger customer relationships.
Use Case Flow:
Agents can update records, add notes, and log interactions directly into connected systems.
Benefits:
Ensures accurate data, reduces duplication, and improves cross-team coordination.
Use Case Flow:
Interactions are routed based on customer data, history, or intent to the most appropriate agent or team.
Benefits:
Improves first-contact resolution and reduces unnecessary transfers.
Use Case Flow:
Agents can log outcomes, set follow-ups, and trigger next steps directly within the system.
Benefits:
Improves accountability, ensures continuity, and enhances overall service quality.
