NovelVox

Zendesk CTI Connector

Seamless Telephony Integration with Zendesk for Improved Operations and Agent Efficiency
Zendesk CTI Connector
15+

Years of Expertise

300+

Deployments in 20+ Countries

98.7%

Retention Ratio

Connect Zendesk with Your Phone System
Effortlessly for Superior CX

Free up agents from going back and forth between Zendesk and the telephony system during live conversations. Leverage our Smart CTI integration to allow agents to handle calls right into Zendesk environment. Achieve more by automating workflows for leading contact centers like Cisco, Avaya, Genesys, and Amazon Connect.

Plug & Play

Plug & Play

Embeds within Zendesk for offering easy access to telephony controls and caller information
Personalized Service

Personalized Service

Enables agents to engage customers in more connected and personalized conversations through a unified CTI interface
Optimized Costs

Optimized Costs

Helps reduce operational costs with intuitive CTI interface offering superior customer support within Zendesk.

Transform CX and Elevate Agent Experience
with Smart CTI Connector for Zendesk

Uncomplicate agent lives by empowering them with single interface to handle interactions, manage caller information, and track interaction journeys – all inside the Zendesk screen. With integrated experience offered by Smart CTI Connector, agents stay focused on what matters the most to deliver an awesome customer experience.

Streamline Call Operations
with Automation

Equip agents with a unified interface experience that eliminates unnecessary screen toggling. Integrate key call functionalities and caller information from phone systems inside Zendesk and deliver faster, superior customer service.
Streamline Call Operations with Automation
zendesk cti integration

Enable Omni-channel Customer Service

Handle customer interactions across digital channels right from your Zendesk environment. Leverage our omni-channel integrations within the CTI Connector to enable your agents delight customer effortlessly,

Empower Agents to Deliver their Best

Allow agents to deliver excellence with pre-built productivity add-ons offering integrated view of KPIs and additional data. Resolve queries faster and automate workflows with Zendesk CRM integration.
zendesk cti
One-click Controls for Stronger Team Handling

One-click Controls for Stronger Team Handling

Assist and coach agents in real time with powerful performance monitoring tools embedded right inside from Zendesk CTI interface. Readily access information on key call insights and team availability with integrated statistics for better performance management.

Additional Integrations to Enhance Workflows

Eliminate screen toggling and repetitive actions by integrating your Zendesk CTI interface with leading third-party applications. Over 75 business applications and backend systems to enable effective workflow automation for your contact centers
CTI Connector

FAQ

A computer telephony integration technology that allows businesses to connect Zendesk with their existing phone systems. The Zendesk phone integration helps embed telephony system’s key call functionalities right inside the Zendesk screen, enabling agents to handle calls without leaving their Zendesk environment.

The embedded call controls equip agents with seamless call handling capabilities, due to which average handling time and first contact resolution rates are improved. Furthermore, the contextual screen pop inside Zendesk ensures the agents are well informed about the caller in advance, which personalizes customer experience and improves agent efficiency. Click here to learn more about such benefits.

NovelVox Zendesk CTI Connector allows you to fetch key caller information such as name, contact number, and and more from the telephony system. Besides this, the call variables including ANI and other details are also displayed inside the CTI interface. Furthermore, the CTI interface for supervisors comes with additional features such as showcasing queue and team statistics, real-time monitoring tools, and more.
Yes, the connector interface can be customized as per your business requirements and business guidelines. However, there are some prerequisites and limitations that need to be considered before enabling the same. Get in touch with our Solution Experts to discuss in detail.
With NovelVox, you can connect your unique Zendesk 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.

Learn More About Zendesk CTI Integration
in Contact Centers:

CTI integration is empowering your CRM. It is the bringing together of two disparate systems to enable efficiency and proactivity. WIth a CTI connector, you are addressing a spectrum of customer service related issues in a single shot. For instance, a CTI connector helps simplify an agent’s day-to-day, allowing him to focus on more important things like delivering quality customer service. 

 

But how does a CTI practically help improve customer service? 

 

Well, CTI integration might be a singular modification to your customer service tech setup, however, it transcends numerous factors of customer service and helps streamline operations across the board. 

 

For the Agents

 

First and foremost, a CTI connector relieves your agents from the cumbersome task of toggling through windows to find the right information and lead a contextual conversation. With features like ‘ScreenPop’ and ‘Click to Dial’, agents are authorized to deliver faster, more responsive, and empathetic customer service.

 

For the Customers

 

The other side of the agent’s productivity and proactivity reflects the customer satisfaction score. In fact, the competency of the agents is directly proportional to the satisfaction score of the customers. So, when an agent is proactive and efficient in handling a query, the customer is gaining more trust and loyalty for the brand. 

If you are working on Zendesk CRM in a Cisco contact center workframe, consider bringing the telephony system of Cisco directly to your Zendesk CRM. One of the most important achievements that you would get out of this is efficient time management. A CTI connector will dramatically cut down on the time it takes to resolve a customer query. Time that your agents usually spend on finding the right information about the customer in order to lead a contextual call cuts down to seconds, thanks to the ScreenPop and Click to Dial features.

It goes without saying that your customers are the most important part of your customer service. And one of the best ways to build a lasting relationship with your customers is to make them a priority before, during, and after a purchase. With a CTI connector in place, you are able to lead more empathetic, relatable, and prompt customer interactions across all platforms. So, not only your agents are empowered but your customers are also satisfied.

The time of the hour for most contact centers is automation. As Artificial Intelligence and Machine Learning developments take over the world, reduction in manual labor and automation of repetitive tasks. With Zendesk Genesys CTI Integration, you can bring seamlessness to your day-to-day operations by automating redundant tasks and making it convenient to deliver focused customer service.

Zendesk Amazon Connect CTI integration can be one of the most beneficial implementations you have made to your contact center in a long time. A CTI connector not only brings real-time benefits but can also be beneficial in the long-run, thanks to the comprehensive reporting and call logging capabilities that it brings. 

 

With a single screen access to all the calls and a clear idea of the context behind the calls, you are more likely to strategize a more effective and powerful customer service experience. The insights from the CTI connector can help you shape the future of your brand.



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

zendesk CTI

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