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

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Zendesk CTI Connector for Cisco Contact Center

Amplify agent efficiency or unify agent experience with effortless integration between Cisco phone systems and Zendesk.
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Zendesk CTI
14+

Years of Expertise

300+
Deployments in 20+ Countries
98.7%
Retention Ratio

Deliver proactive customer service in Cisco Contact Center
with Zendesk CTI Connector

Zendesk Cisco CTI integration equips agents with quick call controls, custom screen pops, and automated workflows leading to improved customer experiences. Break down organizational silos and enable seamless team collaboration for optimal customer service delivery with powerful CTI integrations.

Simplify Call Management
 within Zendesk

NovelVox offers pre-built CTI integration for Cisco Contact Center that facilitates contextual customer engagement via an interactive CTI interface embedded into the Zendesk screen.
  • Minimize screen toggling by providing an integrated view of customer information
  • Empower agents by equipping them with automated logging, click-to-dial, screen transfer, single sign on, etc.
  • Utilize automated workflows and custom screen pop to drive contextually relevant conversations.
  • Compatible with Cisco UCCE, UCCX, PCCE, and CUCM.
zendesk cisco integration
Streamline Agent Tasks with Productivity Add-ons ​

Streamline Agent Tasks with Productivity Add-ons

Built-in productivity gadgets from NovelVox, enables agents to deliver a consistent customer experience through Zendesk CTI Connector.
  • Facilitate agents in decision-making and reduce errors with a dynamic Knowledge Base
  • Optimize support operations by readily integrating with a Case Management tool
  • Improve agent motivation and retention with an intuitive Agent Dashboard

Optimized Performance Monitoring

Improve team performance by real-time monitoring and guidance via Zendesk CTI Connector. Equip supervisors with a unified workspace to access real-time data and team statistics.
  • Facilitate supervisor actions such as barge-in, silent monitoring, agent state change, whisper-in, etc.
  • Team and queue statistics to streamline call volume handling
  • Enable supervisors to force change agent’s state for reduced customer hold times
  • Ensure real-time assistance to agents with one-click monitoring controls
Zendesk Cisco CTI Integration

Achieve More with Pre-built Integrations

NovelVox offers out-of-the-box integrations for over 75+ business applications, including core industry apps, ticketing solutions, etc. Optimize Cisco Contact Center operations with comprehensive integrations between NovelVox and Zendesk.
  • Leverage third-party app integrations readily available for Zendesk
  • Configure screen pop flows based on triggered actions in Zendesk
  • Compatible with Avaya Aura AES

FAQ

A powerful tool that streamlines customer interactions for your agents by offering seamless integration between the Cisco phone system and Zendesk. The integration equips agents with powerful CTI features such as embedded telephony controls, contextual screen pops, call logging, etc – from within the Zendesk screen.
The solution comes with easy installation options in three modes – Serverless, On Prem and Hybrid deployment. Get in touch with our Solution Experts to understand the prerequisites and technical specifications involved.
Yes, it can. Let our technical team understand your unique requirements and suggest possible options for gadget UI customization.
The CTI Connector currently supports integration with below Zendesk and 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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