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Zendesk CTI Connector for Genesys Contact Center

Simplify call workflows through seamless integration of Genesys phone system within Zendesk.

Proud Partners :

Zendesk Genesys CTI Connector
15+

Years of Expertise

300+

Deployments in 20+ Countries

98.7%

Retention Ratio

Maximize agent performance for Genesys Contact Center
with Zendesk CTI Connector

Streamline agent tasks and enhance average response time with Genesys Smart CTI Connector for Zendesk. Effortlessly handle high call volumes and resolve customer queries in real-time with an embedded CTI interface.

Personalize to Elevate Caller Experience

Empower your agents to deliver a consistent caller experience with Zendesk CTI integration for Genesys Contact Center. Serve customers efficiently by empowering agents with comprehensive call functions within Zendesk.
  • Resolve queries faster by facilitating agents with features such as screen pop, automated call logging, single sign on, call disposition, etc.
  • Handle calls easily with call controls like hold, retrieve, consult, transfer, conference, etc.
  • Eliminate screen toggling and improve call handling
genesys zendesk integration
Omnichannel Capabilities for Genesys PureCloud

Omni-channel Capabilities for Genesys PureCloud

Take your customer service to the next level with omni-channel CTI integration for Genesys. Modernize the customer engagement approach by seamlessly integrating email and chat channels into your workflows and get access to real-time data from connected channels.
  • Enable Genesys email and chat integrations within Zendesk
  • Facilitates omni-channel engagement via integration of Genesys Cloud embeddable framework
  • Allow agents to handle conversations from all channels other than voice in a contextual manner

Expand Agent Capabilities with Productivity Add-ons

NovelVox’s comprehensive productivity tools, fully compatible with Genesys CTI in Zendesk, can enable agents to deliver a consistent customer experience by accelerating workflows, reducing errors, and improving resolution rates.
  • Centralize and categorize information with an up-to-date and easily accessible Knowledge Base
  • Configure easily with an in-built Case Management Tool
  • Enable agents to identify and improve performance gaps with Agent Dashboards
Expand Agent Capabilities with Productivity Add-ons
Streamlined Processes with Pre-built Integrations

Streamlined Processes
with Pre-built Integrations

NovelVox offers integration for over 75 ready-to-use business applications, including industry-specific apps, ticketing systems, etc. Make the most of these integrations for optimized workflows within Genesys Contact Center.
  • Leverage additional third-party app integrations readily available for Zendesk.
  • Unique 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.
Zendesk Smart CTI Connector do offer the flexibility to customize the user interface of the CTI gadget. However, there are few technical prerequisites that are required to enable the customization. Get in touch with our solution experts to discuss in detail.
NovelVox Productivity add-ons such as Knowledge Base, Case Management, Agent Dashboard can be seamlessly integrated inside the CTI interface to help amplify agent efficiency. Besides this, additional integration with over 75+ third-party apps is also available for ready integration. Connect with our solution experts to know about the limitations and prerequisites involved.

The Connectors are available for Genesys Cloud, Connect, and Engage.

What our customers say
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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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