Computer Telephony Integration CTI Connector for Call Center

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CTI Connectors for Integrating Communication Platforms

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What is a CTI connector?

CTI or Computer Telephony Integration is a technology to connect your phones and computer systems. Standalone applications like CRM and ticketing solutions cannot utilize the full potential to boost agent productivity. With CTI connectors, there’s no need to juggle between screens and applications to access customer data.

CTI connectors, with their features and flexibility, can leave customers satisfied while also enhance agent’s productivity.

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Why CTI connectors?

A CTI Connector allows agent’s to integrate with CRM and ticketing applications. This empowers they agent by giving him full access to customer information. With CTI, agent’s can make calls directly from their screens withot any screen switches.

By acting as a logical network element or back-to-back user agent in SIP, it can help organizations in extending their call control functionalities. Thus: a) promotes self-service by providing IVR to inbound callers b) give contextual details to agent’s via screen pop-ups c) log and record calls in CRM d) assist agent’s in selling more

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Features Advanced call controls can unlock the agent’s productivity. Here are some efficiency boosting features: • Screen pop-ups: Equips agents with customer data before connecting on the call • Automated dialing: Click-to-call, auto-dialers, CRM screen transfer etc.

• Call Routing: Skill based routing enables customers to connect with the right agents • Call controls: Features like call conference, consult, call-hold etc.

• Customization: To make it compatible with specific industrial requirements

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Benefits of CTI integration Here are some benefits that can be derived with CTI integration.

• The integration can simplify tasks for the agents and also streamline workflows • Automatic customer authentication enables faster delivery of services • Meaningful and personalized interactions • Efficient call routing process • Allows tracking of progress

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Biggest Library of Cisco Finesse Ready Integrations

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About NovelVox NovelVox is among the leading contact center solution provider in the world, having 5 global offices located in the United Kingdom, United States, United Arab Emirates, Kingdom of Saudi Arabia, and India.

With more than a decade of hard work in providing best-in-class industry-specific solutions, we have made customers in 16+ countries with 150+ global deployments across many business verticals, including Banking, Telecoms, Logistics & Travel, Healthcare, Government, Education, and Retail.

NovelVox creates industry-specific Agent Desktops with further optimization option to enable agents to offer personalized experience. The solution results in having meaningful conversations with the customers or citizens.