Genesys CTI Connector
Embedded Smart CTI Connectors for Salesforce, Servicenow, MS Dynamics, Zendesk, Freshdesk, and EPIC. Compatible with all versions of Genesys – Genesys Cloud, Genesys Engage, and Genesys PureConnect.
Give your Genesys Contact Center agents an integrated view of customer information on a single interface by integrating your existing CRM or Ticketing applications with the CTI Connector. The connector smartly embeds within the application offering all call controls and customer information at one place.
Boost agent performance and overall productivity by empowering them with advanced call controls such as Answer, Hold, Consult, Transfer, and conference, all within the CTI. Further, the Screen Transfer and Associate Record features help agents transfer a call without losing the context.
Deliver customer delight by greeting the caller with their first name. CTI Connector for Genesys contact centers enables agents to access key caller information, including the call history within the interface, even before the call is answered.
Empower Supervisors with the right monitoring tools such as login & logout agent, barge-in, silent monitoring, etc., for next-level performance monitoring. Further, features like Team Statistics and Queue Statistics help supervisors monitor real-time metrics of agents and interactions within the interface, hence improving productivity.
NovelVox CTI Connectors supports two modes of deployment: On-Prem and On-Cloud. With On-prem deployment, you chose your premises and servers to set up the connector installation process; however, with On Cloud deployment mode, you opt for an easy serverless setup that lets you go live in no time.