Why Case Management for Contact Center is Next Big Thing in CX Industry?

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Freshdesk CTI Integration

Simplify customer support operations and enhance agent productivity with Freshdesk CTI Connector
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Zendesk CTI
14+

Years of Expertise

300+

Deployments in 20+ Countries

98.7%

Retention Ratio

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, Avaya, Amazon Connect and Genesys. 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

Eliminate unnecessary screen toggling and serve customers efficiently with comprehensive call functionalities (answer, hold, retrieve, transfer, consult, etc.) within Freshdesk. Access caller information from phone systems inside Freshdesk and deliver competent customer service.
  • 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.
Simplify Call Handling Operations

Automate Agent Tasks with Productivity Add-ons

Empower agents to deliver proficient customer service with the productivity suite of Add-ons from NovelVox embedded right inside the CTI interface.
  • 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 phone 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.
Robust Reporting and Call Management
CTI Connector

Connected Workflows with Pre-built Integrations

With over 75 third-party applications, NovelVox enhances the contact center service experience by seamlessly integrating with a range of core industry apps, ticketing systems, etc.
  • Compatible with Cisco, Avaya, Genesys & Amazon Connect.
  • Supports Genesys Cloud Embeddable Framework for omni-channel engagements.
  • Additional third-party integrations to ensure optimized customer service operations.

FAQ

A technology that connects your phone system with the Freshdesk CRM in a way that agents are able to place and receive calls without leaving the Freshdesk environment.
Freshdesk CTI Connector offers ready integration with Cisco, Avaya, Webex Calling, Genesys, and Amazon Connect 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.
Yes, Definitely!! The embedded dialpad inside the CTI gadget allows agents to quickly place calls without even searching the contact in the CRM every then and now. Furthermore, additional features like click-to-dial save agents time in manually dialing contacts one by one.
You can utilize the call routing capabilities of the supported phone systems inside the CTI interface, which allows you to have the right call landed at the right agents’ screen. Schedule a call with our solution experts to explore more about such CTI functionalities.
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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