Are teams having trouble providing excellent customer service over the phone? Are they having trouble answering customer questions over a call? Do they aim for higher on-call conversion rates?

You are not alone, though, in experiencing these challenges. When interacting with their contacts by phone, many organizations face the same issues. This eventually impedes growth by resulting in subpar team performance, unhappy customers, and missed opportunities. Furthermore, it damages a company's reputation, which is detrimental to the company's long-term success.

Telephony on Salesforce can help in this situation. However, this does not mean one size fits all. You need the best Salesforce CTI solution available in the market.

Research projects that by 2031, the CTI market will have grown to a value of USD 9 billion.

Having said that, choosing the wrong CTI solution could result in a waste of time, money, and effort. The goal of this blog is to give comprehensive information about CTI and Salesforce telephony integration, including their features and benefits and how to select the best one for your needs.

What is Salesforce CTI Integration?

Let's say you are using Salesforce, the world's leading enterprise CRM platform, to handle customer interactions and data. Imagine now that Salesforce has been enhanced with a new feature called Salesforce CTI (Computer Telephony Integration).

With CTI for Salesforce, your sales or support agents can now handle calls from within the Salesforce console. They don’t need to use a separate physical phone or log onto another software. Now they can talk to leads and customers without ever leaving the Salesforce environment.

In a nutshell, Salesforce CTI integration allows your agents to phone conversations easily while having easy access to all relevant customer data. It's akin to having a softphone system that works flawlessly with your Salesforce database to increase customer service productivity.

Salesforce CTI Integration Capabilities

Call Monitoring

This capability allows you to listen in on the calls as they happen. Supervisors are welcome to stop by and see how the agents are handling inquiries or grievances from customers. It provides real-time data on how well agents and customers are getting along.

Call Whispering

This capability allows managers to provide guidance or directions to the agent without the caller being able to hear. Stated differently, the management may provide information or advice that could help the agent handle the call.

Call Barging

This feature allows managers to jump into an ongoing phone conversation. This enables them to take direct action in the event that they witness an issue or if escalation is required. In contrast to whispering, barging allows the management to be heard by both the customer and the agent.

Power Dialer

One feature of CTI systems is a power dialer, which significantly boosts the effectiveness of outbound call-making by sales or customer support agents. It has the ability to call phone numbers by going through contacts one at a time. Consequently, reps spend less time and effort in manual dialing. The agents can spend more time interacting with prospects or assisting customers because of this automation, which reduces the amount of time between calls. It also minimizes the possibility of errors that manual dialing may bring about.

Call Forwarding

The ability to set up call forwarding to up to nine numbers is particularly beneficial because it allows users to ensure that every incoming call is answered and that no opportunities are lost. Put another way, users can forward calls to up to nine different numbers at once, making the forwarding option more dynamic than just sending calls to a single number. This causes the call to ring on the phones of several recipients, and if someone answers it anyplace, it will probably be done so promptly.

For example, the call can be routed to another number if the primary number is unavailable. The call will continue to be routed until it is answered. For those who must be online constantly, such as professionals or businesses who don't want to miss a single call, this feature is really helpful. Users can now answer every call or attempt to make a call with this feature, which ensures that all incoming calls are split over multiple lines.

Call Transfer

This feature allows a user to route an ongoing call to another number. This destination can be a voicemail box, a phone number from a different business or organization, or even another extension within the same company. Call transfers are useful when the first caller is unable to meet the caller's needs and needs assistance from another individual or group. For example, the support agent may forward a call to the payment team if the caller is requesting assistance with payment-related concerns.

Call Conferencing

Multiple people can be on a single call concurrently with the call conferencing feature. When people need to work together or consult with one another, this capability is helpful. Users can add multiple people to a single call by using a direct connection. Call conferencing is used for customer interactions, team meetings, and any other conversation in which group interaction is required.

Call Routing

Call routing is the method by which an incoming call can be routed to the appropriate location based on a predefined set of rules.

Single User:

Depending on variables such as availability or proficiency in managing particular kinds of customer concerns, calls may be routed to a single individual.

Group of Users:

Calls can be routed to a specific number of users, such as a customer service or sales department, and any employee in the designated department may answer.

Voicemails:

Calls may be directed to voicemail inboxes when agents' schedules or non-working hours prevent someone from receiving them.

IVR (Interactive Voice Response):

An automated conversation system that can also receive calls.

Last Communicator:

To carry on a conversation, it is possible to refer back to the last agent who spoke with the caller.

Record Owner:

A call can be routed to the owner of a particular record, like a lead or customer, in a CRM system.

Salesforce CTI Integration with GirikCTI

CTI integration with Salesforce Lightning

Users may find that Salesforce CTI integration with techniques such as API connectivity limits their ability to execute certain tasks. It can also take a lot of time because building capabilities involves a lot of coding.

With GirikCTI however, the situation is quite different. The complete Salesforce telephone integration process will only take a few minutes. Users can download the GirikCTI app from the Salesforce AppExchange and go live in no time without the need for any coding.

Benefits of Salesforce CTI

Teams can successfully close more calls with GirikCTI by utilizing comprehensive training resources. By observing and providing real-time feedback, managers can assist agents in honing their abilities during calls. This ensures that more calls result in the intended conclusion. 

Faster Sales

With Salesforce GirikCTI's automated calling tools and all the crucial caller data displayed on the screen, you can close deals more quickly. Finding what you need no longer requires navigating across multiple apps or platforms. Your team will collaborate more effectively, and sales will proceed more quickly if everything is in one location.

Cut Down on Missed Opportunities

Opportunities won’t fall through the cracks when you work with GirikCTI. Agents can use the system to call up to nine distinct numbers. This reduces lost opportunities and increases the likelihood that each call will be attended to. Additionally, you can ensure that each lead receives the appropriate attention by integrating with Salesforce.

Faster Call Handling

GirikCTI simplifies call management, which saves time. Through easier call routing, faster call transfers, and seamless conference conversations, it ensures that every call is handled promptly and effectively. As a result, agents can handle inquiries more quickly, cutting down on the amount of time spent on each call.

Enhanced Team Efficiency

You can utilize GirikCTI's intuitive communication tools to improve teamwork. Your team can stay connected and accomplish more with features like mobile device compatibility and real-time call monitoring.

Higher First Call Issue Resolution

GirikCTI helps solve issues more quickly, which improves customer service. Calls are automatically recorded so that agents can review and gain knowledge. When necessary, agents can additionally add or forward calls. Customers will be happier since they will have the resources to resolve problems on the first go.

Improved Agent Productivity

With GirikCTI's features, which are intended to improve agents' communication and job performance, you can accomplish more. Agents can improve their work environment and increase their job satisfaction by focusing on what matters most - making customers happy.

Conclusion

Salesforce CTI integration seamlessly integrates Salesforce capabilities with phone systems to transform customer interactions. Teams can provide outstanding customer service and increase sales efficiency with the help of sophisticated CTI capabilities like call routing and real-time monitoring. Companies can customize CTI solutions to meet their needs by selecting from a variety of integration techniques. The advantages are numerous and include better phone handling, personalized customer service, and enhanced teamwork. Reps can improve customer satisfaction and loyalty by leveraging GirikCTI Salesforce integration. Connecting calls is not the only goal of Salesforce CTI integration. It also involves leveraging technology to propel business success and customer engagement to new levels. With the best CTI platform at your side, it's time to revolutionize your customer conversations.