Freshdesk CTI Integration
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Plug into Freshdesk for
a Seamless Customer Service Experience
Empower agents to personalize the customer experience with NovelVox Freshdesk CTI Connector for leading contact centers, including Cisco Finesse, Webex, Avaya, Genesys, Amazon Connect, Five9, Zoom and Nice. Pave the way for proactive customer service by enabling them to know their customers even before they pick up the call.
Simplify Call Handling Operations
- Retrieve caller details effortlessly on the single Freshdesk interface
- Bid goodbye to screen toggling and resolve queries seamlessly with Freshdesk CTI integration
- Streamline support operations with features like screen pop, screen transfer, associate record, automated call logging, call disposition, and more.
Automate Agent Tasks with Productivity Add-ons
- Quickly share information on help guides and improve agent experience with an in-built Knowledge Base.
- Proactively handle customer queries with a user-friendly Case Management tool.
- Allow agents to evaluate their performance and make data-driven decisions with an integrated Agent Dashboard.
Robust Reporting and Call Management
Optimize outcomes for both agents and customers with Freshdesk telephony integration. Facilitate real-time guidance and performance tracking for agents under supervisors.
- Equip supervisors with additional functionalities such as silent monitoring, whisper-in, agent state change, and barge-in
- Offer one-click monitoring controls for prompt assistance to agents.
- Efficiently manage high call volumes by leveraging real-time team and queue statistics.
Connected Workflows with Pre-built Integrations
- Compatible with Cisco Finesse, Webex, Avaya, Genesys, Amazon Connect, Five9, Zoom and Nice.
- Supports Genesys Cloud Embeddable Framework for omni-channel engagements.
- Additional third-party integrations to ensure optimized customer service operations.
FAQ
Freshdesk CTI Connector offers ready integration with Cisco Finesse, Webex Calling, Avaya, Genesys, Amazon Connect, Five9, Zoom and Nice phone systems. The supported versions for each ACD are UCCE, UCCX, UCM for Cisco, Webex Calling for Webex, AES for Avaya, Pure Engage, Connect, Cloud for Genesys, and CCP Panel for Amazon Connect.
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.
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