Computer Telephony Integration (CTI) from NovelVox
Personalize Customer Experience and Improve Team's Performance with ServiceNow CTI Integration for Cisco, Avaya, Genesys, & Amazon Connect Contact Centers
Install Trend
View Install Data
| Date | Install Count | Change |
|---|---|---|
| 2026-09-09 | 0 | - |
About
Automate workflows, eliminate manual dialing, simplify interaction handling, and create delightful customer interactions by connecting your existing phone system with ServiceNow using NovelVox's Smart CTI Connector. Empower your agents with a unified view of caller information and key call controls - and improve productivity with better Average Handling Time and First Contact Resolution rates.
The Computer Telephony Integration enables agents to handle customer interactions without leaving the ServiceNow screen. Furthermore, the productivity features such as click-to-dial, automated call logging, integrated dispositions, contextual screen pops, etc help improve agent efficiency and enhance service experience for customers.
Key Features
i. Out-of-the-box integrations with ServiceNow and leading phone systems including Cisco, Avaya, Genesys, and Amazon Connect
ii. State Change controls to streamline interaction handling for agents
iii. Blended telephony capabilities to integrate workflows and automate tasks with:
- Click to Call
- Contact Search inside CTI
- Automated Call Logging
- Screen Pop
- Integrated Call Disposition/Wrap-ups
- Omnichannel-enabled
iv. Additional Productivity Features and Integrations\*
- Create unique screen-pop and agent workflows to automate agents’ tasks and eliminate multiple screen switches.
- Supervisor controls such as Barge-In, Silent Monitoring, Whisper-in, and Agent State Change - to enable stronger team management.
- Easily integrate with Knowledge Base from NovelVox to deliver consistent and accurate responses.
- Keep agents informed and motivated with real-time insights from NovelVox Agent Dashboard.
- Easily integrate with additional 75+ third-party business applications like ticketing, 3rd party datasource, and more.
- Multi-lingual support and custom phone number formats ( 8 or more variables)
\*Terms and Conditions
- Offerings mentioned under “additional productivity features and integrations” are optional and hence would imply additional charges
- Some of the features may require an additional server. Get in touch to discuss in detail.