NovelVox Smart CTI Connector transforms contact center operations to deliver better customer service with automated workflow and simplified interactions between the agent and the customer. It significantly reduces Average Handling Time (AHT) and improves First Call Resolution (FCR). The software embeds within applications like CRM and ticketing systems, providing agents with a unified interface to access customer information and complete tasks quickly. Supervisors are empowered with monitoring tools and controls, such as agent ready/logout, barge-in, and silent monitoring, along with team and queue statistics for improved agent performance quality. Agents can drive contextual customer conversations with critical caller information, delivering personalized support without switching screens. The connector supports seamless omnichannel engagement, allowing agents to respond to customer inquiries and resolve issues effectively across digital touchpoints, leading to higher customer satisfaction and loyalty. Novelvox offers a variety of contact center CTI software supporting needs for serverless, on-prem, omni-channel, and browser-based connectors that work seamlessly with existing business applications and contact center telephony.

Features & Benefits

• Increased Agent Performance
  • Smart CTI Integration embeds within the applications like CRM, Ticketing, etc. for agents to get the work done quickly for faster resolution with an integrated unified interface.
• Improved Team Efficiency
  • Empower supervisors with the right monitoring tools and controls like agent ready, agent logout, barge-in, silent monitoring, etc., along with features like team statistics and queue statistics for improved agent performance quality.
• Personalized Customer Service
  • Empower agents to drive contextual customer conversations with critical caller information and deliver personalized support without switching screens.
• Seamless Omnichannel Engagement
  • Quickly respond to customer inquiries and resolve issues effectively across digital touchpoints with a unified agent interface, leading to higher customer satisfaction and loyalty.
• Out-of-the-box CTI
  • Simplifies Agent Experience with Flexible deployment options: On-Prem, Serverless, and Hybrid, Embedded call controls to handle interactions without switching screens, Automated call logging, click-to-dial, integrated call dispositions, Multiple sign-in, and single sign-on, Screen pop to know callers information, One-click screen and call transfers.
• Advanced Integrations
  • Streamlines Operations with Create unique screen pop flows based on contact, ticket, account, lead, or more, Customize workflows with triggered actions in CRM/CSM, Multiple-regions support with custom phone number formats, Customize the CTI interface to match your unique business needs, Additional 100+ third-party app integrations to fuel agent productivity, Readily integrate with productivity tools including Case Management, Knowledge Base, etc.
• Omnichannel Support
  • Enables Digital Engagements with Seamlessly handle email, chat, and social interactions from a single interface, Compatible with Genesys (embeddable framework) and Amazon Connect Contact Control Panel (CCP).
• Supervisor Controls
  • Improves Team Performance with One-click controls to monitor and coach agents (barge-in, silent monitoring, agent state change, whisper-in), Seamless screen transfer with context, Real-time Agent Dashboards, Integrated View of Team and Queue Statistics.