Smart CTI Connector from NovelVox seamlessly connects your Avaya Aura phone system with Freshdesk, which enables contact center agents to track, manage, and handle customer calls without leaving the Freshdesk screen. Its easy to customize gadget UI, ability to integrate additional third- party apps, and highly-configurable screen pop and CRM workflows improves agents productivity while ensuring hyper-personalized services to the customers. Standard, out-of-the-box features to enhance agent productivity  Seamless CTI integration connecting Freshdesk with Avaya Aura (AES) phone systems  Agent States – Ready, Not Ready states to dedicatedly handle inbound/outbound calls  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, and more  Agent and Team Stats to keep agents informed all the time 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  Custom screen pop and CRM workflows – highly-configurable screen pop and CRM workflows to elevate agent productivity  Third-party integration – additional third-party integration with 75+ apps to amplify agent productivity *Additional integrations & customization – Features mentioned in this section do not fall under standard installation hence would imply additional PS charges