NOVELVOX NA INC | SAP Partners

NOVELVOX NA INC

www.novelvox.com

BUILD

https://player.vimeo.com/video/1135642128?dnt=1&muted=1

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Overview

Handle Every Call Without Leaving SAP Cloud for Customer

Agents handle every call inside SAP Sales Cloud and SAP Service Cloud (formerly SAP Cloud for Customer) with NovelVox Smart CTI Connector. Screen pop, click-to-dial, and embedded call controls run inside SAP. Call logs and dispositions write back to the SAP record in real time. Works with Genesys, Cisco, Five9, Amazon Connect, Webex Contact Center, Avaya, Zoom, and Dialpad.

location

United States

Expertise

Services and specializations by product area

NovelVox is the execution layer for regulated CX. NovelVox orchestrates contact centers, AI agents, and systems of record so customer interactions are fully executed, not just answered. NovelVox brings 1,000+ installations, 18+ years in regulated CX, and 1.2B+ workflows executed annually.

NovelVox Smart CTI Connector embeds contact center telephony inside SAP Sales and Service Cloud. Agents answer, transfer, log, and wrap up calls without leaving SAP.

Key use cases:

-Screen pop of the matching SAP account, contact, lead, or ticket on call arrival
-Click-to-dial from SAP account, contact, lead, and ticket records.
-Embedded call controls: answer, hold, transfer, consult, conference, and agent state
-Customer identification and guided verification before account details are shared
-Automatic call logging and disposition codes written back to SAP
-SAP workflows triggered by call events

Agents stop switching screens. Known callers arrive with their SAP record already open. Call data writes to SAP without manual entry, which helps reduce Average Handle Time and improve First Call Resolution.

Supported contact center platforms: Genesys, Cisco, Five9, Amazon Connect, Webex Contact Center, Avaya, Zoom, and Dialpad.

Deployment runs on-premises, serverless, or hybrid. Smart CTI Connector is configured to meet the compliance requirements of banking, credit union, and healthcare contact centers.

United States:NOVELVOX NA INC

Partner's service availability, packages offering and expertise may vary by locations.

country:US

tag:BUILD

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Resources

Resources shared by NOVELVOX NA INC

NOVELVOX NA INC

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Smart CTI Connector

Connect your contact center with CRM and backend systems to show real-time customer data inside the agent workflow, with fewer screen switches and faster i

https://www.novelvox.com/cti-connector/

Contact

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countryCode:US-United States

city:Roswell

suite:

addressLine:760 Old Roswell Rd suite 392

addressLine:Roswell, GA 30076

addressLine:USA

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