Contact center agents often juggle between multiple screens while handling live customer interactions. This not only introduces operational inefficiencies but also impacts the most competitive factor in contact centers i.e. CX (customer experience). The challenge lies in the complexity of managing individual customer profiles, tickets, and logs in one application(CRM) while actually engaging with them over a different system( contact center), hampering agents’ ability to deliver quick and personalized customer service experiences.
A CTI Connector is a widely-used contact center solution that combats such challenges with seamless computer telephony integration. NovelVox, being a prominent contact center solution provider, commits to address such integration challenges with its HubSpot CTI connector 2.0.
NovelVox has recently launched the all-new HubSpot CTI Connector comprising of new features and enhancements. The connectors are now available with a more user-friendly CTI interface, enhanced CTI functionalities, a static chrome-based side-panel extension, and a wider contact center integration.
Also Read: Verint Sweeps Multiple TMCnet Customer Engagement Awards in 2023.
Key highlights include:
- All-new Revamped user interface – the dynamic extension has been replaced with a static, side-panel extension in Chrome – ensuring agents communicate directly from HubSpot CRM without any hassles.
- Refined CTI functionalities – the existing features are now available with refined, more stable functionalities – providing a frictionless experience to both agents and customers.
- Wider contact center integrations – HubSpot CTI Connectors are now available for 8+ contact centers including Cisco Finesse, Cisco Webex, Genesys, Amazon Connect, Dialpad, Zoom, Nice, 8×8, and Avaya.
SOURCE: PRWeb