To fill the gap between technology and customer experience, Novelvox has designed this CTI connector to integrate the contact center and Freshdesk. Freshdesk is a big name in the ticketing world. NovelVox believes this ticketing software, when integrated with the contact center can remarkably improve agent performance. So, it has launched the integration for Cisco, Avaya and Genesys. Since 12 years, the company has been developing solutions inclined to agent and customer experience.
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According to NovelVox, telephony integration with Freshdesk allows the agent to offer a personalized experience. The agent does not need to switch screens anymore to address callers’ issues or manage tickets.
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Some of the key benefits and features of the integrations will be :
- Seamless integration with Freshdesk
- All information on a single screen, so no more juggling of screens
- Customer details screen pop up even before answering the call
- Single click buttons such as click-to-dial, intelligent dialing, etc.
- Improves FCR and AHT with all call context clear with agent
Freshdesk CTI connector for Cisco, Avaya and Genesys by NovelVox improves call center efficiency in no time. The company is known for its consistent performance and creation. And this another amazing creation from the brand. The integration is designed for Cisco UCCE/X and PCCE, Genesys Pure Cloud, Pure Connect and Pure Engage and Avaya solutions.
NovelVox CEO, Amit Gandhi states, “NovelVox has excelled the art of creating contact center solutions for exceptional caller experience with technology and Freshdesk CTI connector is another step in this direction. Now agents can focus on the conversation instead of struggling with screen and information collection. The solution improves the agent’s performance and delivers a high-quality caller experience. We want the agents and contact center to make the most of this integration.”
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