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Salesforce CTI Connector
Maximize Agent Productivity by Seamlessly Integrating Telephony System into Salesforce for Superior CX
14+
Years of Expertise
300+
Deployments in 20+ Countries
98.7%
Retention Ratio
Plug into Salesforce Effortlessly
for Optimized Customer Service
Empower agents with key caller information and call controls embedded within the Salesforce environment. With NovelVox Smart CTI Connector, create unique workflows for Salesforce to significantly improve First Contact Resolution scores by offering seamless integration with leading phone systems from Cisco, Webex, Avaya, Genesys, and Amazon Connect.
Plug & Play
Embeds within the Salesforce environment to integrate seamlessly with your telephony for increased availability and agent productivity.
Personalized Service
Drive contextual customer conversations with critical caller information and deliver personalized support without switching screens.
Optimized Costs
Reduce operational costs with a unified interface for agents offering blended omnichannel support within Salesforce.
Elevate the Customer Service with
Smart CTI Connector for Salesforce
Salesforce CTI connector equips agents with call handling controls to serve customers efficiently and drive productivity with custom screen pops
and automated workflows for optimized contact center operations.
and automated workflows for optimized contact center operations.
Call Orchestration and Automation
Empower agents to do more with key call controls plugged into the Salesforce screen. Unify and integrate salesforce workflows to automate tasks and drive better call resolutions.
- Pass call context with call notes and integrated wrap-ups.
- Increase agent efficiency with automated logging, click-to-dial, screen transfer, etc.
- Quickly configure automated workflows and custom screen pops.
Blended Omni-channel Support
Turn your Salesforce environment into a digital engagement platform using NovelVox omnichannel-enabled Salesforce CRM Connector. Handle interactions from Email, Chat, and Social Messaging without switching screens.
- Ingest Email, Chat, and Social Messaging channels seamlessly into Salesforce.
- Omnichannel integration support for Amazon Connect and Genesys Cloud.
Agent Productivity Tools
Plug-in Productivity gadgets from NovelVox including Knowledge Base, Case Management, etc. leveraging Salesforce CTI integrations to enhance agent productivity instantly.
- Enable proactive assistance with Knowledge Base.
- Case Management tool to manage escalations effortlessly within Salesforce.
- Real-time Agent Dashboards for quick access to performance metrics.
Call Insights and Performance Analytics
Keep a tab on individual agent and team performance with quick monitoring controls and actions provided into the CTI interface. Leverage our Salesforce CTI Integration to enable more robust team management while improving agent productivity, seamlessly.
- Supervisor actions like Barge-In, Silent Monitoring, Agent State Change, and Whisper-In for real-time assistance and coaching
- Manage team efficiently with an integrated view of agents performance.
- Quick access to overall call volume with integrated queue statistics.
Out-of-the-box Integrations
Readily integrate out-of-the-box integrations including core industry apps, ticketing, etc. with Salesforce to improve support operations efficiency and enhance agent experience.
- Supports Salesforce Classic and Lightning.
- Integrations are available for Salesforce Service Cloud, Sales Cloud, Financial Services Cloud, Health Cloud, and High-Velocity Sales.
- Additional 3rd party app integrations are available with Salesforce CTI integration.
FAQ
Salesforce CTI integration refers to contact center technology that helps connect a telephony system with Salesforce for improved agent productivity. Using this computer telephony integration, the call controls and key caller information from the telephony system can be embedded inside the Salesforce screen – enabling agents to handle interactions without leaving the Salesforce screen.
NovelVox cti data connector for Salesforce supports both Classic and Salesforce Lightning modes of the CRM while offering seamless compatibility with Salesforce Service Cloud, Sales Cloud, Financial Services Cloud, Health Cloud, and High Velocity Sales.
CTI connectors offer you a simple yet less-expensive way to bring your phone system controls into Salesforce, as compared to standard agent desktop integrations. It empowers agents with all standard call controls and actions to handle any customer interaction right from the Salesforce screen, which reduces the Average Handling Time and improves CX.
However, with advanced integrations and experience optimization capabilities offered by NovelVox Smart CTI Connectors, brands can further automate Salesforce workflows and amplify agent performance.
However, with advanced integrations and experience optimization capabilities offered by NovelVox Smart CTI Connectors, brands can further automate Salesforce workflows and amplify agent performance.
As of now, Smart CTI connectors from NovelVox do not offer direct integration with Salesforce omni channel service. However, in case of Genesys Cloud or Amazon Connect Contact Center, brands can enable contact center’s omni-channel capabilities inside Salesforce and let the agents handle interactions across multiple touchpoints – Email, Chat, and Voice.
With NovelVox, you can connect your unique Salesforce environment with Cisco, Webex, Avaya, 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.
Managed Services
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Dedicated Customer Success Manager
Training Portal
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