Smart CTI Connector logo

Smart CTI Connector

by NovelVox · Since 2008
No reviews yet
ActiveAvailable globallyCloud
Quick facts
VendorNovelVox
Year launched2008
StatusActive
Location760 Old Roswell Road, Suite 392, Roswell, GA 30076
Countries servedGlobal
Languages1
Integrations10+
Free tierN/A
Free trialN/A
Contact salesYES

About Smart CTI Connector

Smart CTI Connector is a call handling software from NovelVox that integrates communication systems with CRM solutions. It combines screen pops, automatic call distribution, and call logging so agents can access customer information quickly. This software supports real-time call monitoring and reporting, helping supervisors ensure quality interactions and improve performance. Additionally, it provides integration with various CRM platforms to centralize customer data. Smart CTI Connector allows businesses to improve their customer service efficiency by giving agents the tools they require to respond effectively. Key capabilities: screen pops call logging automatic call distribution real-time monitoring CRM integration Best for: contact centers that need to improve agent productivity and customer engagement.

Smart CTI Connector by NovelVox is a powerful call center software designed to enhance customer interactions and streamline call management processes. Its primary purpose is to integrate telephony systems with CRM and other third-party applications, enabling agents to manage inbound and outbound calls more efficiently. Key features include call logging, call recording, call scripting, campaign management, and escalation management. The software also supports advanced call controls such as associate record, CRM screen transfer, and conference, which help in faster call resolution and improved customer experience. The user interface of Smart CTI Connector is intuitive and user-friendly. It features a clean design with easy navigation, making it accessible even for those who are not tech-savvy. The dashboard is well-organized, providing quick access to essential functions and real-time data. Unique design elements, such as customizable widgets and color-coded alerts, enhance the user experience and help agents stay on top of their tasks. Smart CTI Connector offers a range of functionalities and features that set it apart from its competitors.

Pros & Cons

Pros
  • 1. Wide range of integrations: Supports a large number of CRM, ticketing, and other business applications (Salesforce, ServiceNow, Oracle, Zendesk, Freshdesk, Epic, Cerner, etc.) and telephony platforms (Cisco, Avaya, Genesys, Five9, Dialpad, Zoom, Amazon Connect, Nice). This flexibility is a significant advantage.
  • 2. Omnichannel capabilities: Supports various communication channels, including voice, video, webchat, social media, and co-browsing, enabling a unified customer experience.
  • 3. Enhanced agent experience: Offers a unified agent desktop, screen pops with contextual information, click-to-dial, automated call logging, and other features designed to streamline workflows and improve agent productivity.
  • 4. Improved supervisor tools: Provides supervisors with real-time monitoring, call recording, barge-in, silent monitoring, and reporting tools to manage and coach agents effectively.
  • 5. Customization and flexibility: Offers customizable screen pop flows, workflows, and CTI interface to meet specific business needs.
  • 6. Multiple deployment options: Offers on-premise, serverless, and hybrid deployment models to cater to different infrastructure preferences.
  • 7. Focus on improving key metrics: Aims to improve Average Handling Time (AHT) and First Call Resolution (FCR), which are crucial contact center metrics.
  • 8. Industry-specific solutions: Offers solutions tailored to various industries like banking, healthcare, government, and retail.
  • 9. Resource Availability: Offers a variety of resources such as blogs, webinars, whitepapers, case studies, and product videos.
Cons
  • 1. Complexity: With so many integrations and features, implementation and configuration could be complex, requiring specialized expertise.
  • 2. Potential reliance on existing infrastructure: While offering flexibility, it heavily relies on the existing telephony and CRM systems. Issues with those systems could impact the performance of NovelVox's solutions.
  • 3. Overwhelming feature set: The sheer number of features might be overwhelming for some users, requiring extensive training and potentially leading to underutilization of certain functionalities.
  • 4. Limited information on user experience: While testimonials are provided, there's limited access to independent user reviews or detailed information about the user interface and overall user experience.
  • 5. Focus on larger enterprises: The focus on integrations with enterprise-level systems like Salesforce and Oracle might suggest that the solutions are primarily targeted towards larger organizations, potentially making them less suitable for small businesses with simpler needs.

Features

Key features

1. Smart CTI Connectors

This is a core offering, integrating telephony systems (Cisco, Avaya, Genesys, etc.) with CRM and ticketing applications like Salesforce, ServiceNow, etc. It streamlines agent workflows by providing call controls and customer information within a single interface, reducing screen switching.

2. Unified Agent Desktop

Provides a single, consolidated interface for agents to manage all customer interactions across various channels (voice, chat, email, social). This improves agent efficiency and provides a consistent customer experience.

3. NV Desk (Help Desk Software)

A help desk solution designed specifically for contact centers, likely integrated with the CTI and agent desktop. It centralizes ticket management and streamlines support processes.

4. InfiBot (Conversational AI)

Uses AI and NLP to automate customer interactions through chatbots and virtual assistants. This helps reduce call volume and provides 24/7 self-service options.

5. iVision Wallboards

Offers real-time monitoring and reporting dashboards to track contact center performance metrics. This allows supervisors to identify trends, manage agent performance, and optimize operations.

6. Omnichannel Support

Enables agents to handle interactions across multiple channels (web chat, social media, voice, video, co-browse) from a unified platform. This provides a seamless customer experience across all touchpoints.

Additional features

1. Agent Accelerator

Improves agent productivity and performance.

2. Unified Agent Experience

Provides a single interface for all customer interactions.

3. CTI Connectors

Integrates telephony with CRM and other business applications.

4. InfiBot (Conversational AI)

Automates customer interactions with chatbots.

5. NV Desk (Help Desk Software)

Provides a centralized platform for ticket management.

6. iVision Wallboards

Offers real-time performance monitoring and reporting.

7. Agent Productivity

Tools and features to enhance individual agent performance.

8. Agent Desktop

The unified interface for agents.

9. Supervisor Desktop

Tools for supervisors to monitor and manage agents.

10. Visual IVR

Interactive voice response system with visual elements.

11. Integrations

Connects with various third-party applications.

12. Reporting

Provides detailed reports on contact center performance.

13. Realtime Monitoring

Tracks key metrics in real time.

14. Agent Dashboards

Provides performance insights to individual agents.

15. Historical Reporting

Generates reports on past performance data.

16. Webchat and In-App

Enables customer interactions through web chat and in-app messaging.

17. Social Conversation

Manages customer interactions on social media platforms.

18. Voice & Video Chat

Supports voice and video communication.

19. Co-Browse

Allows agents to share a browser session with customers.

20. AI & NLP

Uses artificial intelligence and natural language processing.

21. ChatBot

Automated conversational agent.

22. Jack Henry Symitar / Epsisys Integration

Integrates with banking software.

23. Epic Integration

Integrates with healthcare software.

24. Cerner Integration

Integrates with healthcare software.

25. Salesforce Integration

Connects with Salesforce CRM.

26. Service Now Integration

Integrates with ServiceNow ITSM.

27. Oracle Integration

Connects with Oracle applications.

28. Hubspot Integration

Connects with HubSpot CRM.

29. Microsoft Dynamics Integration

Connects with Microsoft Dynamics CRM.

30. Freshdesk Integration

Integrates with Freshdesk help desk.

31. Zendesk Integration

Integrates with Zendesk help desk.

32. Automated Workflows

Automates tasks and processes.

33. Omni-channel Support

Supports multiple communication channels.

34. Built-in Productivity Add-ons

Additional tools to enhance agent productivity.

35. Screen pop

Displays relevant customer information upon call arrival.

36. Click-to-dial

Enables agents to initiate calls directly from within applications.

37. Call recording

Records customer interactions for quality assurance and training.

38. Barge-in, silent monitoring, whisper-in

Supervisor tools for call monitoring and coaching.

39. Team statistics and queue statistics

Provides data on team and queue performance.

40. Multiple sign-in, and single sign-on

Flexible login options.

41. Screen transfer with context

Transfers calls with relevant customer information.

42. Multiple-regions support with custom phone number formats

Supports global operations.

43. Customizable CTI interface

Allows customization of the CTI interface.

44. Third-party app integrations

Connects with other third-party applications.

45. Case Management Integration

Connects with case management systems.

46. Knowledge Base Integration

Connects with knowledge base systems.

47. Managed Services

Provides ongoing support and management.

48. 24/7 support

Around-the-clock customer support.

49. Dedicated Customer Success Manager

Provides personalized support.

50. Training Portal

Offers training resources for users.

Pricing

Free trial
Free version
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Countries & Languages

Global
Countries served
1
Interface languages
25
Billing currencies

Interface languages

Englsih

Billing currencies

🇺🇸USD🇪🇺EUR🇬🇧GBP🇯🇵JPY🇨🇦CAD🇦🇺AUD🇨🇭CHF🇨🇳CNY🇸🇪SEK🇰🇷KRW🇮🇳INR🇷🇺RUB🇳🇿NZD🇲🇽MXN🇸🇬SGD🇳🇴NOK🇧🇷BRL🇿🇦ZAR🇭🇰HKD🇵🇱PLN🇹🇷TRY🇩🇰DKK🇦🇪AED🇹🇭THB🇨🇴COP

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