NovelVox

Salesforce CTI Integration

Maximize agent productivity by seamlessly integrating telephony system into Salesforce for superior CX
Salesforce CTI Connector​

15+

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 to significantly improve First Contact Resolution scores by offering seamless Salesforce contact center integration with leading phone systems from Cisco, Webex, Avaya, Genesys, and Amazon Connect.
Plug & Play

Plug & Play

Embeds within the Salesforce environment to integrate seamlessly with your telephony for increased availability and agent productivity.
Personalized Service

Personalized Service

Drive contextual customer conversations with critical caller information and deliver personalized support without switching screens.
Optimized Costs

Optimized Costs

Reduce operational costs with a unified interface for agents offering blended omni-channel 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 pop 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.
salesforce cti
salesforce cti integration: Supervisor team stats screen with Salesforce

Blended Omni-channel Support

Turn your Salesforce environment into a digital engagement platform using NovelVox omni-channel enabled Salesforce CRM Connector. Handle interactions from email, chat, and social messaging without switching screens.

Agent Productivity Tools

Plug-in productivity gadgets from NovelVox including Knowledge Base, Case Management, etc. leveraging Salesforce CTI integrations to enhance agent productivity instantly.
cti data connector for salesforce: Agent Dashboard screen with Salesforce
salesforce cti connector: Omni Channel screen with Salesforce

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.

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.
Salesforce CTI Integration: Out-of-the-box Integrations

FAQ

Salesforce CTI integration refers to contact center technology that helps connect a telephony system with Salesforce for improved agent productivity. Using this Phone integration with Salesforce (available as one of the popular Salesforce integration solutions), 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.

As of now, Smart CTI Connectors from NovelVox do not offer direct API integration with the Salesforce omni-channel platform. 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, Avaya, Genesys, and Amazon Connect phone systems. The supported Salesforce Contact Center integrations include UCCE, UCCX, UCM for Cisco, AES for Avaya, Pure Engage, Connect, Connect for Genesys, and CCP Panel for Amazon Connect.

Learn More About Salesforce CTI Integration
in Contact Centers:

There are numerous Salesforce Integration Solutions out there. Nevertheless, Salesforce CTI Integration is one of the most important and functional of the lot. Unlock the full potential of your Salesforce CRM with Salesforce CTI Integration. Seamlessly blend telephony capabilities with your CRM, enabling direct calls within your interface. Elevate call handling, empower personalized conversations, and ensure prompt customer service, all from a single platform with Salesforce Phone Integration.

 

You can also explore Salesforce omni channel CTI integration options as per your specific needs.

 

Integrate a CTI connector with any of these Salesforce Cloud versions to bring unparalleled productivity and agility to your customer service:

S. NoSupported Versions_Salesforce
1Salesforce Service Cloud
2Sales Cloud
3Marketing Cloud
4Commerce Cloud
5Experience Cloud
6 Analytics Cloud

Whether you run a contact center with Salesforce Sales Cloud, Salesforce Marketing Cloud, or Salesforce Service Cloud – Salesforce telephony integration will elevate the way you connect and interact with your customers.

 

NovelVox Smart Connectors also work with Commerce Cloud to simplify sales cycle, Experience Cloud for community engagement, and Analytics Cloud for data to help you make informed decisions that translate well for your business on a long term.

⦿ Efficient Call Handling: Streamline call management for enhanced agent productivity.

⦿ Boosted Agent Efficiency: Provide Click to Dial and ScreenPop features for agent convenience.

⦿ Customer Engagement: Elevate customer satisfaction through seamless communication.

⦿ Advanced Reporting: Improve analytics and reporting for data-driven decisions.

⦿ Compatibility: Integrate Salesforce CRM with leading ACDs, including Cisco, Avaya, Genesys, and Amazon Connect.

 

Enhance Customer Service, Drive Efficiency, and Elevate Customer Satisfaction with Salesforce CTI Integration.

Working on Salesforce in a Cisco contact center environment? Consider telephony integration with Salesforce and drive contextual, meaningful conversations with your customers.

 

Stay up to date with customer information beforehand and dramatically improve your Average Handling Time and First Call Resolution.

 

Salesforce Cisco CTI integration gives you an upgraded approach to communication and customer service. Salesforce CTI connector removes the need for a lot of manual tasks and brings in automation to the fold. Ultimately, it simplifies workflows and improves agent experience, which, in turn, improves customer experience.

 

Empower your agents with the right information at the right time and consequently help deliver enriched customer experience with features like ScreenPop, Click to Dial, and other third-party enabled factors with Salesforce phone system integration.

 

Streamline customer conversation across Cisco Finesse UCCE, UCCX, PCCE, UCM, and Webex CC with Salesforce CRM connector.

 

Salesforce Cisco Integration work with the following versions:

S. No

Supported Versions_Salesforce

Supported Versions_Cisco

1

⦿ Lightning & Classic

CCX(11.0/11.5/12/12.5)

2

⦿ Salesforce Service Cloud

⦿ Sales Cloud

⦿ Financial Services Cloud

⦿ Health Cloud

⦿ High-Velocity Sales

CCE (10.5/11.0/11.5/11.6/12/12.5)

Enhance primary contact center KPIs with Salesforce Avaya CTI integration. Your Salesforce CRM can be improved upon to deliver flawless customer service with a simple CTI integration. Bring in your Avaya Aura AES telephony system to your Salesforce CRM with Salesforce CTI integration and transform the way you interact with your customers and approach resolutions.

 

Know the context, understand where your customers are coming from, and deliver phenomenal customer service every time. Let your agents focus on what really matters i.e, engaging customers and solving their issues at the earliest.

 

Smart connectors from NovelVox also offer productivity add-ons, enabling superior agent performance across the floor. From Case Management to Knowledge Base, you can choose to integrate third-party applications of your choice and your particular needs

 

Moreover, ensure agent productivity and collaboration with supervisor features like Barge-in, Whisper-in, and Silent Monitoring. Explore Salesforce telephony integration  today and experience improved contact center performance. 

 

Avaya Salesforce Integration works with the following versions:

S. No

Supported Versions_Salesforce

Supported Versions_Avaya

1

⦿ Lightning & Classic

⦿ Salesforce Service Cloud

⦿ Sales Cloud

⦿ Financial Services Cloud

⦿ Health Cloud

⦿ High-Velocity Sales

Avaya Aura AES

The integration of Salesforce and Genesys CTI offers streamlined customer interactions, elevating the overall experience for both agents and customers. By seamlessly connecting your Salesforce CRM with the Genesys telephony system using a CTI connector, you can significantly enhance customer satisfaction. The implementation of a CTI connector with Salesforce brings a range of practical benefits for the contact center, the agent, as well as the customers.

 

From delivering contextual conversations to reducing Average Handling Time and automating manual processes, Salesforce Genesys CTI integration can bring revolutionary advantages to your contact center.

 

Salesforce phone integration stands as a cost-effective and straightforward solution to improve the agent and customer experiences. It allows your agents to concentrate on efficiently resolving customer issues and cultivating enduring relationships, eliminating the need for cumbersome navigation across multiple windows to access relevant information.

 

From Genesys Cloud, Engage & Pure Connect, deliver impeccable customer service across any or all the Genesys versions.

 

Genesys Salesforce Integration works with the following versions:

 

S. NoSupported Versions_SalesforceSupported Versions_Avaya
1

⦿ Lightning & Classic

⦿ Salesforce Service Cloud

⦿ Sales Cloud

⦿ Financial Services Cloud

⦿ Health Cloud

⦿ High-Velocity Sales

⦿ PureEngage

⦿ PureConnect

⦿ PureCloud

In pursuit of optimizing contact center operations and enhancing customer service, the solution lies in Salesforce Amazon Connect CTI integration. This robust integration offers a multitude of advantages that can revolutionize your contact center environment.

 

Some of the Key benefits include Enhanced Agent Performance, Improved Contact Center KPIs, Relationship Building, and Retention Rate Enhancement.

 

Salesforce Amazon Connect CTI integration offers effective call handling capabilities, ensuring customers receive prompt and efficient service. Moreover, the integration also brings omni-channel support, allowing a variety of communication channels, enabling a seamless, unified experience for both agents and customers.

 

Not to mention, telephony integration with Salesforce also improves customer service by accessing vital customer data and interaction history, agents can deliver more personalized and efficient service, leading to higher customer satisfaction.

 

In conclusion, Salesforce Amazon Connect CTI integration is a transformative solution for contact centers seeking to streamline operations and deliver superior customer service. It empowers agents, improves KPIs, fosters relationship-building, and enhances customer retention rates. This integration offers effective call handling and omni-channel support, ensuring a consistently improved standard of customer service.

 

Amazon Connect Salesforce Integration works with the following versions:

 

S. No

Supported Versions_Salesforce

Supported Versions_Amazon Connect

1

⦿ Lightning & Classic

⦿ Salesforce Service Cloud

⦿ Sales Cloud

⦿ Financial Services Cloud

⦿ Health Cloud

⦿ High-Velocity Sales

  • CCP panel

Transform your Salesforce CRM into
one-stop customer engagement platform with NovelVox Smart CTI Connector

Fill up the form to watch the video

  • Hidden
  • This field is for validation purposes and should be left unchanged.

Download Brochure

  • Hidden
  • This field is for validation purposes and should be left unchanged.

Refer an Opportunity

  • About Yourself

Download Guide

  • Hidden
  • This field is for validation purposes and should be left unchanged.

Request to Become a Partner

  • Hidden
  • This field is for validation purposes and should be left unchanged.

Subscribe to our free newsletter and get blog updates in your inbox