NovelVox Smart CTI Connector elevates contact center performance by seamlessly integrating with Genesys Cloud and other leading platforms such as Amazon Connect, Cisco, Avaya, Five9, Zoom, NICE, Dialpad, 8x8, RingCentral, Nextiva, and Webex. It enables agents to work within a unified interface, eliminating the need to switch between systems and reducing operational inefficiencies.
The connector provides advanced telephony features including click-to-dial, call control, screen pops, and real-time call data, ensuring agents have the full context from the first interaction for faster and more accurate resolutions.
By streamlining workflows and centralizing data, NovelVox empowers agents to deliver personalized customer experiences, improving first-call resolution rates and reducing average handling time.

Key Features:

1. Unique CRM & Screen Pop Workflows. Create tailored screen pop flows and integrate CRM workflows to boost agent efficiency without impacting CSAT scores.
2. Dedicated Supervisor Interface and Actions. Support and coach agents in real-time using tools like Barge-In, Silent Monitoring, Agent State Change, and more.
3. Agent & Team Performance Stats. Access global and team-level statistics to keep agents informed and eliminate organizational silos.
4. Custom Phone Number Formats. Configure phone numbers in multiple formats to reduce repetitive manual work for agents.
5. Productivity Add-Ons. Seamlessly integrate with NovelVox productivity tools including KnowledgeBase, Case Management, Reporting, and Dashboards to enhance agent performance.
6. Omnichannel Integrations. Extend connectivity to Email and Chat channels on platforms like Amazon Connect, Zoom, Webex Contact Center, and Genesys Cloud.