Salesforce CTI Connector for Cisco Contact Center

Seamlessly Integrate Cisco Phone System into Salesforce to Personalize Caller Experience

Salesforce CTI Connector for Cisco Contact Center

14+

Years of Expertise

300+

Deployments in 20+ Countries

98.7%

Retention Ratio

Boost Agent Efficiency for Cisco Contact Centers
with Smart CTI Connector for Salesforce

Cisco CTI integration with Salesforce helps deliver an enriched experience to customers and empowers agents with quick call controls, custom screen pops, and automated workflows for better Average call Handling Time (AHT) and improved First Call Resolution (FCR).

Integrated Call Control within Salesforce

NovelVox offers out-of-the-box CTI integration for Cisco Contact Center to drive customer interactions through an integrated agent interface embedded into the Salesforce screen.
Integrated Call Control within Salesforce

Productivity Add-ons for Increased Agent Efficiency

Agent Productivity gadgets from NovelVox for Cisco CTI in Salesforce empower agents to offer consistent customer experience.

Enhanced Reporting and Call Management

Leverage our Salesforce CTI Connector for Cisco to deliver better outcomes for both agents and customers.
Enhanced Reporting and Call Management
Pre-built Integrations to Break the Silos

Pre-built Integrations to Break the Silos

Out-of-the-box integrations with 75+ business apps including core industry apps, ticketing, etc., and agent productivity tools from NovelVox with Salesforce to optimize Cisco contact center operations.

FAQ

Computer Telephony Integration, or CTI, is a technology that connects a phone system to computer programs such as CRM or a ticketing application to enable agents to receive telephony information and control telephony functions – all within one single screen. Cisco CTI Connectors connect the cisco telephony call controls and functionalities with the CRM due to which agents are able to receive as well as place calls from within the CRM. The call variables, contacts, and other relevant data from the Cisco database are seamlessly integrated within the CTI interface to equip agents with all call controls and actions from an embedded CTI interface.
NovelVox Smart CTI Connector for Salesforce seamlessly embeds within the Salesforce application to allow agents to perform inbound and outbound calling operations without leaving the CRM. Salesforce contacts are automatically screen popped for existing outbound customer calls which provides agents with quick access to relevant customer information all the time. Call variables such as ANI from the Cisco Finesse database are displayed over the CTI screen which saves agents to switch between the two applications to fetch interaction details.
Once the solution is deployed, use the dial pad to dial a contact number. The search bar can be used to search a contact saved in the Cisco Finesse/CRM contacts. To automate outbound dialing operations, use the “click to call’ functionality provided in the Salesforce application. Simply, open up a contact you wish to contact in Salesforce, click on the phone icon placed next to the contact name, and that’s it. The call will be placed instantly. This saves agents from accidental misdials and hence improves their productivity.
Agents won’t have to copy and paste numbers using two different applications. The integration will save them from toggling between the screens just to fetch relevant information and ultimately contact customers through manually dialing. Quick call controls and collaboration would improve agents’ efficiency while enhancing CX drastically.

 

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, and High-Velocity Sales

CCE 

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

   
On-cloud deployment is possible with NovelVox’s serverless CTI connectors. We support two types of deployments for Smart CTI Connectors – On Cloud or serverless and On-premise. The on-premise setup places the server components within the client’s premises whereas the serverless setup utilizes one of the cloud solutions such as AWS, Azure, Google Cloud, or private clouds to host the server components.
Besides effortless Salesforce Cisco Finesse integration, Smart CTI Connector comes up with a powerful suite of agent productivity features such as click-to-call, automatic call logging & wrap-ups, data-rich screen pops, and more. It equips them with a suite of advanced call controls and team collaboration functionalities such as CRM Screen Transfer, Associate Records, Consult, Conference, etc. It also saves a dedicated space within the CTI for supervision controls such as Barge-in, Agent State, Silent Monitoring, etc. Furthermore, global and team statistics are added to ensure everyone remains on the same page.

Managed Services

24/7 support

Dedicated Customer Success Manager

Training Portal

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