Salesforce CTI Connector

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

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 computer telephony integration (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.
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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