Data management has posed a challenge in every business vertical. To keep the information of customers, resources, product line, etc., intact, having a CRM like Freshdesk becomes vital for a business.

Often regarded as a prime rival for leading CRMs, like Salesforce and Zendesk, it is a cloud-based platform that empowers customer support agents to serve their customers better as the client base flourishes.

Since Freshdesk already simplifies customer support, how about supercharging its abilities & equipping it with call controls? Ever given a thought to it? Achieving this is possible with a CTI connector for Freshdesk.

Improve CX With Freshdesk CTI Connector

Before proceeding, let’s understand what a CTI connector is. Computer Telephony Integration or CTI is a technology that facilitates the integration of computer systems with telephony systems.

The main function of a CTI connector is to enable communication and data exchange between a computer or software application and a telephone system. This integration is particularly useful in call centers, customer service environments, and other scenarios where seamless interaction between telephony and computer systems is essential.

Let’s understand how Freshdesk CTI Integration works in real life.

CTI Connector for Freshdesk – A Real-Life Example

Agents receive numerous calls throughout the day from customers who mention a quick resolution to their queries. For every call received, agents need to switch to their CRM screen, while maintaining the line, to lead to a conversation falling in context to the query.

Undoubtedly, it is time-consuming & tiresome at the same time. Do you think customers would get the right solution? Now, imagine the same situation with the contact center with Freshdesk CTI integration.

Agents would be able to greet customers because their general details will pop up on the screen. Initiating a contextual conversation would be a breeze, and switching between screens would be tossed away. This means productivity levels increased, AHT decreased, FCR increased, and incentives assured for the agent.

In other words, Freshdesk CTI connector makes an incredible choice for steering a business toward growth. Let’s look at some reasons why Freshdesk CTI integration is beneficial.

7 Reasons To Acquire A CTI Connector for Freshdesk

Caller Identification

CTI connectors can provide real-time information about incoming calls, including caller ID, allowing the computer system to display relevant customer information before the call is answered.

Call Routing

Freshdesk CTI connector helps in directing incoming calls to the appropriate agents or departments based on predefined rules or algorithms. This ensures efficient call handling and reduces call transfer times.

Screen Pops

When a call is received, the CTI connector for Freshdesk can trigger a “screen pop” on the agent’s computer, displaying relevant customer information or a script to guide the conversation. This helps agents provide more personalized and efficient customer service.

Click-to-Dial

CTI connector for Freshdesk often enables click-to-dial functionality, allowing users to initiate outbound calls directly from their computer applications by clicking on a phone number.

Call Logging and Recording

Integration with telephony systems allows for automatic call logging and recording. This helps in maintaining a record of customer interactions for quality assurance, compliance, and training purposes.

CRM Integration

CTI connectors are often integrated with Customer Relationship Management (CRM) systems. This integration ensures that customer information is synchronized between telephony and CRM platforms, providing a unified view of customer interactions.

Workflow Automation

By integrating telephony with business applications, CTI connectors can automate certain workflows. For example, after a call, the system can automatically update customer records or trigger follow-up tasks.

Level Up Customer Experience with Freshdesk CTI Integration

Integrating a CTI connector for Freshdesk assures uplifting the CX. It streamlines contact center metrics like reducing average handle time (AHT), increasing first call resolution (FCR), and boosting customer satisfaction score (CSAT).

NovelVox is a well-known CX solutions provider in the market. With an experience of 15 years in the industry, the firm has been offering different solutions to its customers based across the globe.

The wide product line of NovelVox includes agent desktops (agent accelerator), wallboards (iVision), case management software (NV Desk), chatbots (InfiBot), and Smart CTI connectors. All connectors are compatible with Cisco, Avaya, Genesys, Five9, Dialpad, NICE, Webex, and Zoom.