NovelVox Smart CTI Connector for Genesys Contact Center helps simplify agents’ life by letting them handle customer interactions from within Freshdesk screen. It empowers Agents with one-click Genesys call controls embedded in the NovelVox CTI interface, saving them from unnecessary screen toggling and manual data fetching. Furthermore, highly-configurable screen pop and CRM workflows helps amplify agent productivity while enabling them to deliver a personalized customer experience everytime an interaction is received. Standard, out-of-the-box CTI features to enhance agent productivity  Seamless CTI integration connecting Freshdesk with Genesys phone systems (Pure Engage, Connect, and Cloud)  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, Multiple Sign In*, and more  Agent and Team Stats to keep agents informed all the time  Search bar to search CRM contacts inside CTI*  Omnichannel integrations – Seamless integration with Genesys Cloud Embeddable Framework supporting all standard Genesys features. Additonal integrations & customization to optimize contact center performance*  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)  Custom screen pop and CRM workflows – highly-configurable screen pop and CRM workflows to elevate agent productivity *Agent States - In case of Genesys Cloud omnichannel CTI deployment, agent states will be provided as per Genesys standard CTI features *Associate Record and Screen Transfer – features available with Serverless deployment only *Multiple Sign In - available with Genesys Engage and Genesys Cloud *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