Salesforce Smart CTI Connector for Cisco Finesse Contact Center

Easily integrate Salesforce Smart CTI Connector for Cisco to deliver experiential contact center solutions.

CTI Connector

13+

Years of Expertise

200+

Deployments in 18+ Countries

98.7%

Retention Ratio

Unified View of Customer

NovelVox offers Cisco CTI integration with Salesforce to empower agents in delivering experiential customer service. Agents will get all customer information in a unified integrated view and won’t be required to switch screens to obtain relevant details.
Salesforce Cisco CTI Connector
Salesforce Cisco CTI Connector

Smart CTI Integration

Improve your contact center efficiency by integrating Cisco CTI connector with Salesforce. Agents can now access information from any third-party application with an open API besides Salesforce using Smart CTI Connector.

Flexibility

Get access to enhanced features like CRM transfer, Click to Dial, etc. to enrich customer experience for your Cisco contact centers by integrating with Salesforce Smart CTI Connector. Empower your contact center agents in providing an enriched customer experience.
Salesforce Cisco CTI Connector
Salesforce Cisco CTI Connector

Improved User Experience

Equip your agents to better their Average call Handling Time (AHT) and offer an improved First Call Resolution (FCR) by integrating Smart CTI Connector with Salesforce in your Cisco contact center. CTI data connector for Salesforce offers great user experience and empowers agents.
Salesforce CTI connector for Cisco by NovelVox is what your contact center needs today. The tailored solution offers advanced call controls embedded within the 3rd party app. As the customer calls your business, the Salesforce CTI connector for Cisco fetches customer data and pops up on the screen. The agent is now capable of starting a call with the customer’s name instead of asking, who’s calling.
The advanced solution enables agents to win over customer’s trust. A significant reduction in call hold time, average handle time, customer information repeat, and more with an increase in call resolutions and personalized experience.

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

CCX 

(11.0/11.5/12/12.5)

2.

Classic

CCE 

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

3. 

Community

 
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.

Seamless Integration with

Dedicated Customer Success Manager

24/7 Support &
Training

Self Help YouTube Channel

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