NovelVox's Smart CTI connectors are now available for Amazon Connect Contact Centers; features such as omnichannel and custom workflow integration have been announced.
ROSWELL, Ga., April 19, 2023 /PRNewswire-PRWeb/ -- NovelVox, a leading contact center solution provider, has recently launched new omnichannel CTI connectors for Amazon Connect contact centers. The new offering will enable brands to utilize Amazon Connect Voice and Chat capabilities within a CRM/CSM application for improved agent and customer experience.
The Computer Telephony Integration is intended to empower agents with a unified CTI interface offering all standard voice and chat capabilities from Amazon Connect right inside the CRM screen, including Salesforce, Freshdesk, and MS Dynamics. This eliminates screen toggling and facilitates faster resolution of queries while improving customer experience with quick and contextual responses. The integration also supports connecting the Amazon Connect voice and chat channels with leading case/service management apps including Zendesk and ServiceNow.
Besides enabling seamless integration of Amazon Connect CCP Panel with a business app, NovelVox also facilitates creating custom agent workflows and screen pops based on unique business requirements - such as triggering screen pops based on account ID, contact, lead, and more on CRM automatically. This simplifies service processes and automates agent tasks, leading to enhanced agent productivity.
NovelVox's CEO Amit Gandhi quotes, " Making your agents use more than three different apps or systems impacts their overall productivity. Fetching data manually, frequently switching screens, and collaborating with teams to validate data - all while putting customers on hold during a live interaction can be painful for agents and frustrating for customers. With an effective Computer Telephony Integration in place, the focus can be shifted to what matters the most - i.e., engaging customers in contextual, connected, and personalized conversations. With Amazon Connect CTI Connectors, we are excited to transform the disintegrated agent experience into more simplified and productive workflows. We look forward to introducing more innovations in the future."
NovelVox is a global software company that has been developing flexible, optimized Contact Center Solutions for Cisco, Avaya, Genesys, and Amazon Connect contact centers for over 14 years. NovelVox has an extensive library of 75+ third-party app integrations to empower agents with unique integrations powered by solutions like Unique Agent Desktops, Contact Center Wallboards, Reporting & Analytics, Conversational AI, and more. With over 300 global deployments across verticals, including banking, telecoms, healthcare, government, education, and retail, NovelVox is a redefining agent and customer experience for improved agent productivity and brand loyalty.
Martin Katz, NovelVox, (+1) 301 202 3672, [email protected]