Smart CTI Connector

Drive contextual conversation, team efficiency, and productivity by prominently using Smart CTI Connectors across contact centers to manage inbound and outbound calls. Leveraging this solution leads to simplified agent-customer interactions and improved customer experience by saving time, increasing productivity, tracking results, and more. As CRMs are considered as an integral part of business, the Smart CTI connector by NovelVox integrates telephony systems with 3rd party applications. The cutting-edge technology with call controls from the existing telephony system is embedded within the CRM or ticketing application and can be integrated with other open API applications. The solution supports both on-prem and on-cloud deployments. With a serverless Smart CTI Connector, one can achieve faster go-live time. The advanced call controls of the connector such as Associate Record, CRM Screen Transfer, and Conference ensure the faster resolution of calls and improved customer experience. Smart CTI Connector also equips smart supervisor features such as Barge-in, Silent Monitoring, Change Agent State, etc., to enable more thoughtful monitoring actions without switching screens. NovelVox Smart CTI Connector readily integrates with Genesys, Cisco, Avaya, Five9, Dialpad, Webex, Zoom, Nice, and Amazon Connect contact centers. Features ⦿ Multiple Application Integration ⦿ Configurable Speed Dials ⦿ Enhanced Reporting & Call Logging ⦿ Complete Call History ⦿ Click to Dial, Screen Pop, CRM Screen Transfer ⦿ Agent & Team Performance Stats ⦿ Supervisor Monitoring & Actions ⦿ Cloud/On-Premise Installation