Cisco Unified CRM Connector - NovelVox

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Simplify Agent Tasks with Cisco Unified CRM Connector

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What is a CTI connector?

CTI or Computer Telephony Integration enables computer systems and programs such as CRM to interact with telephones. By linking the call and caller data, contact centers can utilize this technology for a number of benefits.

360-degree customer view Personalized interactions Boost agent efficiency

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Features of Cisco CTI Connectors

Screen pop-ups

Automated dialing

Call routing

Call controls

Automated dialing

Informs the agent about the customer details before starting the call

Click-to-call, autodialers, CRM screen transfer etc.

Connecting with the right agent in realtime via skill-based routing feature

Features like call conference, consult, call-hold etc.

To meet specific industrial demands

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Benefits of Cisco CTI CRM integration As digitization spreads is wings, customers are becoming more aware about their choices. Real-time and proactive services can be given when agents have access to customer data in real-time. A CTI data connector can serve this purpose through: Personalization of customer-agent experiences Reduce AHT and FCR rates Allows monitoring of agent actions

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Applications of Cisco CTI Connectors  Get contextual details about the customer via screen pops  CTI can authenticate a call by screening the number against a database of numbers saving time.  It can provide IVR services thereby promoting self-service  Offers complete view of calls handled, pending in queues  It can assist agents to sell better and enhance the quality of customer services

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Biggest Library of Cisco Finesse Ready Integration

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About us 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-inclass 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.

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info@novelvox.com

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