NovelVox

Amazon Connect CTI Connector

Integrate Amazon Connect telephony and your business applications for optimal agent performance.
Amazon Connect CTI Connector
15+

Years of Expertise

300+

Deployments in 20+ Countries

98.7%

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

Plug & Play

Access Amazon Connect telephony controls and customer data within your CRM/Ticketing systems for enhanced customer service
Personalized Service

Personalized Service

Equip agents with contextual caller details on a unified CTI interface for personalized conversations.
Optimized Costs

Optimized Costs

Drive cost-efficiency and improve customer experience by offering seamless customer support across voice and digital channels.

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.
Amazon Connect CTI Integration
Amazon CTI

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.

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.
Amazon Connect CTI Integration

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.

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