Salesforce Cisco CTI Integration
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Years of Expertise
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Deployments in 20+ Countries
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Retention Ratio
Boost agent efficiency for Cisco Contact Centers
with Smart CTI Connector for Salesforce
Salesforce Cisco integration helps deliver an enriched experience to customers and empowers agents with quick call controls, custom screen pop, and automated workflows for better Average Call Handling Time (AHT) and improved First Call Resolution (FCR).
Integrated Call Control within Salesforce
NovelVox offers out-of-the-box Salesforce Cisco integration to drive customer interactions through an integrated agent interface embedded into the Salesforce screen.
- Unified view of customer information to avoid toggling between screens.
- Equip agents with automated logging, click-to-dial, screen transfer, single sign on, etc.
- Automated workflows and custom screen pop to stay focused on delivering contextual conversations
- Ready integrations with Cisco UCCE, UCCX, PCCE, and CUCM.
Productivity Add-ons for Increased Agent Efficiency
- Offer instant access to valuable resources for agents with a Knowledge Base.
- Add ticketing with a Case Management tool for Cisco CTI in Salesforce.
- Engage and motivate agents with an interactive Agent Dashboard.
Enhanced Reporting and Call Management
Leverage our Cisco Salesforce CTI Connector to deliver better outcomes for both agents and customers.
- Enhanced reporting and call logging for valuable insights into agent performance.
- Increase agent efficiency with a real-time integrated dashboard.
- Barge-in, silent monitoring, agent state change, and whisper-in for supervisors.
- Team and queue statistics to efficiently handle the call volume.
Pre-built Integrations to Break the Silos
- Supports Salesforce Classic and Lightning.
- Integrations are available for Salesforce Service Cloud, Sales Cloud, Marketing Cloud, Commerce Cloud, Experience Cloud, Analytics Cloud, Financial Services Cloud, Health Cloud, and High-Velocity Sales.
- Leverage 3rd party app integrations readily available for Salesforce.
Are your agents missing out on cross-sell and upsell chances?
FAQ
S.No | Supported Versions_Salesforce | Supported Versions_Cisco |
1. | Lightning & Classic | CCX (11.0/11.5/12/12.5) |
2. | Salesforce Service Cloud, Sales Cloud, Financial Services Cloud, Health Cloud, and High-Velocity Sales | CCE 10.5/11.0/11.5/11.6/12/12.5) |
What our customers say
Mohammed Yasin
Agent desktop by NovelVox ensured better agent and customer experience. Its ability to easily customize and create gadgets as per our needs is truly amazing.
Mark Coleman
We no more need to worry about exposing all customer information from CRM and our internal data to agents. Agents now have access to only that information which they require for handling calls. We explored many solutions but NovelVox was the only one who delivered it. It’s been working great so far.
Tim Nicholas
NovelVox has helped us improve the overall agent-customer experience with not just the screen pop application, but also by building a desktop as per our specific requirements. It’s exactly what we needed.
Audrey Hill
I research and found NovelVox to be the one support with the condo with the different applications from ServiceNow to Salesforce to Excel, so with the different applications with one product they are so flexible.
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