#contactcenterworld

Bethesda, MD, USA, June, 2022 -- NovelVox, a market provider in the contact center industry has recently launched new, improved omnichannel connectors for the Genesys Contact Centers. This is another exciting offering from the company for the Genesys Contact centers to meet the integration gaps and improve agent and customer experience.

NovelVox’s Smart CTI Connectors have been assisting contact centers to unify the telephony and CRM applications, enabling agents to handle calls without switching screens. With Omnichannel capabilities, NovelVox’s Smart CTI Connectors will now support integration with Email and Chat channels. Agents will now be able to read emails, respond to chats, and even handle social interactions - all within the CRM application.

NovelVox’s CEO Amit Gandhi quotes " With Omnichannel connectors, we would now be able to fill the multi-channel gaps for Genesys contact centers. Leveraging our integration expertise, the connectors will now support the email, chat, and other relevant features as available in the Genesys omnichannel workspace. We are extremely delighted to announce this enhancement and look forward to building a more advanced, tech-driven solution stack with every release".

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.einnews.com

Date Posted: Tuesday, June 28, 2022