Freshdesk Smart CTI Connector is a smart CTI connecitivity tool designed to empower your agents with a unified interface to handle calls, manage Freshdesk data and more. The CTI gadget from NovelVox seamlessly embeds within the Freshdesk environment to offer agents advanced call control functionalities to resolve customer queries. Configuable screen pop and advanced CRM workflows ensure the agent not only knows the caller before answering a call, but also efficiently resolves it with better AHT and FCR scores. Key Highlights Standard, out-of-the-box features to enhance agent productivity  Seamless CTI integration connecting Freshdesk with Cisco Finesse (UCCE, UCCX, PCCE) phone systems  Agent States – Ready, Not Ready states to dedicatedly handle inbound/outbound calls  Flexible deployments models – Serverless, On Prem, & Hybrid deployments to fit your unique business needs.  Contextual transfers with Associate Record and CRM Screen Transfer features*  Blended CRM and Telephony capabilities – Click to Call, Screen Pop, Automated Call Logging, Configurable Wrap-up Codes, CRM screen pop, SSO*, and more  Agent and Team Stats to keep agents informed all the time  Search bar to search CRM contacts inside CTI* Additonal integrations & customization to optimize contact center performance*  Supervisor Actions & controls inside CTI – Barge In, Silent Monitoring, Agent State Change, and more  Custom screen pop and CRM workflows – highly-configurable screen pop and CRM workflows to elevate agent productivity  Advanced UI/UX & data optimization – Easy to customize, user-friendly CTI interface with exceptional data optimization capabilities( for OnPrem/Hybrid Deployments)  Third-party integration – additional third-party integration with 75+ apps to amplify agent productivity( for OnPrem/Hybrid Deployments) *Associate Record and Screen Transfer – features available with Serverless deployment only *SSO - available with On Prem deployments only *Search bar inside CTI - available with Serverless deployments only *Additional integrations & customization – Features mentioned in this section do not fall under standard installation, hence would imply additional PS charges