Why Case Management for Contact Center is Next Big Thing in CX Industry?

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Microsoft Dynamics CTI Connector for Cisco Contact Center

Streamline Cisco Contact Center operations by seamlessly plugging into Microsoft Dynamics 365
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Empower Your Agents to Handle Call Volumes
Efficiently with Microsoft Dynamics CTI Connector

Integrate the Cisco phone system into Microsoft Dynamics 365 to simplify call management and boost agent efficiency with quick call controls, custom screen pop, and automated workflows. Pave the way for exceptional customer service experience and ensure quick contextual resolutions with seamless CTI integration.

Seamless Call Handling

Streamline agent workflows with Microsoft Dynamics CTI integration for Cisco. Eliminate the need for manual effort, improve customer experience, and ensure agent efficiency by seamlessly embedding the agent interface within the MS Dynamics environment.
  • Equip agents with a unified customer view for faster query resolutions.
  • Automated workflows and custom screen pop help agents drive contextual conversations
  • Enhance agent performance with a comprehensive set of features such as click-to-dial, hold, consult, transfer, retrieve, single sign on, etc.

Pre-built Productivity integration

Equip agents with productivity add-ons from NovelVox for increased Cisco Contact Center performance and ensure consistent customer service delivery.
  • Reduce training time and improve agent proficiency with a robust Knowledge Base
  • Seamlessly integrate with a Case Management tool within Microsoft Dynamics
  • An intuitive Agent Dashboard

Agent Performance Monitoring

Deliver outcomes for both agents and customers with Cisco CTI embedded into Microsoft Dynamics. Enable supervisors to easily guide agents in real-time and track their performance for optimized service delivery.
  • Equip supervisors with additional features like barge-in, silent monitoring, agent state change, and whisper-in
  • Keep up with increased call volumes via Team and Queue Statistics
  • Offer quick, real-time assistance to agents with one-click monitoring controls
  • Enable supervisors to control agent states for reduced customer wait times
dynamics 365 cisco integration

Seamless Workflows with Pre-built Integrations

NovelVox offers intuitive integrations for over 75 industry-leading business applications, including core applications and ticketing systems. Utilize these out-of-the-box integrations for optimized workflows within Cisco Contact Centers
  • Leverage 3rd party app integrations readily available for MS Dynamics
  • Readily integrates with Cisco UCCE, UCCX, PCCE, and CUCM.
  • Configure unique workflows with triggered action in MS Dynamics.

FAQ

A technology that connects Microsoft Dynamics 365 CRM with Cisco phone systems. The integration allows agents to handle customer interactions right from the MS Dynamics environment, which reduces AHT and improves CSAT. Know more about such benefits, here.
Yes, the integration helps amplify agent productivity by empowering them with a single interface to handle calls and manage caller’s data. With quick call controls inside MS Dynamics, time to fetch and validate data manually is saved. Also, other features like contextual screen pop, automated call logging, integrated dispositions help agents to resolve queries faster.
The CTI connector currently supports integration with below Cisco versions:
  • • Cisco UCCE
  • • UCCX
  • • PCCE
  • • CUCM
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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