Salesforce CTI Connector
14+
Years of Expertise
300+
Deployments in 20+ Countries
98.7%
Retention Ratio
Plug into Salesforce
effortlessly for optimized customer service
Plug & Play
Personalized Service
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
- 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 pop.
Blended Omni-channel Support
- Ingest email, chat, and social messaging channels seamlessly into Salesforce.
- Omni-channel integration support for Amazon Connect and Genesys Cloud.
Agent Productivity Tools
- 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
- 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 agent performance.
- Quick access to overall call volume with integrated queue statistics.
Out-of-the-box Integrations
- Supports Salesforce Classic and Lightning.
- Integrations are available for Salesforce Service Cloud, Sales Cloud, Marketing Cloud, Commerce Cloud, Experience Cloud, Analytics Cloud, Financial Services Cloud, Health Cloud, and High-Velocity Sales.
- Additional 3rd party app integrations are available with Salesforce CTI integration.
FAQ
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.
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.
Managed Services
24/7 support
Dedicated Customer Success Manager
Training Portal
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