Amazon Connect CTI Connector
Integrate Amazon Connect telephony and your business applications for optimal agent performance.
15+
Years of Expertise
350+
Deployments in 20+ Countries
90%
Retention Ratio
Deliver Value to Customers with
Amazon Connect CTI Integration
Empower agents to deliver superior customer experience by ensuring effortless call handling and improving agent workflows. Facilitate faster query resolution by equipping them with a unified CTI interface that brings key customer information and call controls in one place.
Plug & Play
Access Amazon Connect telephony controls and customer data within your CRM/Ticketing systems for enhanced customer service
Personalized Service
Optimized Costs
Empower Agents to Enhance Customer Experience
for Amazon Connect
Leverage Smart CTI Connector to connect your business applications with Amazon Connect telephony system. Enable agents to access customer information and manage interactions with CTI interface embedded into your application. Enhance customer satisfaction by delivering seamless, personalized experiences.
Smarter Call Management
with Simplified Call Controls
Delight customers with personalized customer service and streamlined workflows. Integrate critical call functionalities and leverage seamless Amazon Connect CTI integrations to reduce the average handling time and eliminate screen toggling.
- Equip agents with call controls like answer, transfer, consult, conference, and hold
- Drive contextually-relevant communication with screen pop.
- Improve call handling time with click-to-dial, automated call logging, and integrated wrap-ups
Deliver Consistent Support with Omni-channel Capabilities
Seamlessly manage customer interactions across voice and chat channels right from the unified Amazon Connect interface. Modernize your customer engagement approach and easily access real-time data from connected channels.
- Bring together Amazon Connect voice and chat channels for seamless customer support.
- Allow agents to assist customers without switching screens or channels.
- Retain call context as customers switch between channels.
- Omnichannel integration available with Amazon Connect CCP Panel.
Streamlined Workflows with Ready-to-Use Integrations
Simplify Amazon Connect Contact Center workflows by readily integrating leading CRMs (Salesforce, ServiceNow, MS Dynamics, Freshdesk, Zendesk, etc.) and ticketing applications.
Allow agents to fetch customer data from connected channels directly within the Amazon Connect CCP panel embedded within the CRM apps like Salesforce, ServiceNow, MS Dynamics, Freshdesk, Zendesk, and more.
- Unify disconnected CRM workflows to simplify agent tasks
- Configure custom workflows with actions triggered within the CRM
- Receive interactions from email, voice, and chat channels with Amazon Connect omni-channel integration
- Get access to additional 100+ third-party integrations
Our Featured Integrations
FAQ
Amazon Connect CTI (Computer Telephony Integration) is a powerful integration solution that allows businesses to seamlessly connect their business applications such as a CRM or Ticketing app with Amazon Connect phone system. The integration unifies key telephony functionality from Amazon Connect and customer information from the integrated business app to simplify interaction handling for agents.
The unified CTI interface saves agents from using two different applications while handling live customer interactions. This reduces the average handling time, improves CSAT, and enhances the overall efficiency. Know more about such benefits in this blog.
Yes it is. The CTI integration embeds the Amazon Connect CCP panel inside a CRM or ticketing app to help contact centers leverage voice and chat functionalities of the integrated system. Furthermore, NovelVox’s integrations help configure workflows for automated tasks, leading to improved efficiency.
System requirements depend on the deployment type. Amazon Connect CTI supports both on-prem and serverless deployments. Get in touch with our technical solution experts for a detailed discussion on solution requirements and specifications.
