Freshdesk CTI Launcher Now Available for Cisco, Avaya and Genesys

Novelvox, the global contact center software developer, has just announced the release of the Freshdesk CTI (News - Alert) connector, which allows ticketing software and contact center solutions to combine for a dramatically improved customer service experience. Freshdesk CTI easily integrates with Cisco, Avaya and Genesys (News - Alert) contact center solutions.

The company has reported that Freshdesk CTI will enable agents to have access to a new array of call center features to enable more efficient operations. For instance, agents will be able to offer callers a personalised experience, by allowing contact information to pop up on screen before the call begins. This will enable faster response times, providing agents with necessary information without having to ask customers. The software allows agents to manage tasks within a single screen, and no longer requires switching between monitors. Agents will also be able to utilize intelligent dialing and single-click calls so less time is spent manually entering numbers.

The ultimate goal of the integration is to provide agents with less challenges on their end, so that the customer’s experience isn't hindered by technical difficulties. By providing agents with advanced call center solutions, customers' inquiries will be addressed faster and more accurately.

“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.”  said Novel Fox CEO, Amit Gandhi.  “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.”

Edited by Maurice Nagle