CTI connectors efficiently leverage agent productivity and enable them to deliver services at par with customer expectations. Empowered with efficient state-of-the-art functionalities, they bridge the gap in contact center workflows. Thus, enabling a seamless and contextually-driven customer experience across industries.
Smart CTI connectors from NovelVox integrate seamlessly with Salesforce, Zendesk, Freshdesk, ServiceNow, MS Dynamics, EPIC, and Oracle Service Cloud.
We at NovelVox have expanded our suite of CTI offerings with Hubspot CTI connectors for Cisco and Avaya. Here is a comprehensive list of supported features:
CTI Controls for delightful CX
Simplified CTI controls for agents enable them to handle customer queries promptly without having to manually switch between screens. From changing availability status to ready, or not ready, and availing call options from within the CTI like to answer, hold, retrieve and end calls, agents can initiate seamless internal communication. This flow of information can further enhance greater team collaboration through Call Transfer and Call Consult.
Facilitates Click-to-dial Option
Agents can dial a contact simply with one click through the click-to-dial button within the CTI interface. Outbound calls to the selected customer can be placed with just one click.
Through the simplified call controls:
- Agents can save the time they spend manually calling customers
- Reducing unnecessary operational costs
Access Customer Records with Screen Pop
Agents get to know the customer even before answering the call. As soon as the customer calls, his complete details (as stored in the CRM) are screen popped on the agent’s screen, thus preventing customer annoyance in repeating information repeatedly. This helps in:
- Equipping the agent for context-driven communication
- Keeping agents informed for faster query resolution
Supervisor Controls for Agent Upskilling
Agents should be able to reach out to customers for help to facilitate smoother collaboration among team members. Supervisors can effectively assist and coach agents when they have real-time monitoring controls. Hubspot CTI can enhance supervisor capabilities through:
Control agent state: Supervisors are authorized to change the agent’s state – ready, not ready, and log out to give a correct idea about their availability. Calls thus can be routed accordingly for a prompt response.
Team Statistics: They have the ability to view the current status of the agents of a team. Thus, enabling them to communicate strict mandates and business goals to different teams.
Queue statistics: Supervisors get higher visibility on queues, call status, and workload while also allowing them to address any call issues.
Barge-in: Agents can be coached by supervisors during live interactions through this feature. Also, both the agent and the customer would be aware of the supervisor’s intervention.
Silent monitoring: Agents’ live calls can be monitored without the parties – the customer and the agent – remaining unaware of it.
Whispering: A feature much like Barge-in, supervisors can jump into live conversions to assist or coach the agent, without the customer being aware.
Now, agents using Hubspot CRM can avail of advanced call controls and a seamless flow of information with Smart CTI Connectors.
