Are you finding ways to keep your customers satisfied with your business? What about using Salesforce CTI integration?

Don't fret with the idea of how you can implement, use, and maximize its potential for effective use. Because everything is provided within the guide, letting your support team streamline communication and enhance business potential.

However, for the best results, consider partnering with the top Salesforce consultants as they effortlessly conduct various Salesforce CTI integrations. But before that, let’s learn what CTI is.

What is CTI? Learn

Computer telephony integration (CTI) or more simply call center technology serves to integrate the telephone system with a computer system. The technology uses VoIP (Voice over Internet Protocol) entirely for voice and online communication on calls.

Moreover, it transmits data between systems, enabling each rep to dial and pick up calls, monitor conversation history, and log call information. Initially, CTI was used by call centers only to let service agents interact with customers via desktop-based interfaces. But now, its usage has expanded with no need for physical phones to perform call related functions. It just requires the on-screen call controls to make the most out of calls dialed to recipients or customers.

CTI for Salesforce—Explained!

Now that you have understood what CTI is, it’s time to expand your focus and learn what CTI is for Salesforce. So, let’s learn about it here.

Salesforce CTI is nothing but just an amalgamated version of Salesforce and CTI. And guess what? This version goes to newer heights when calls are placed to start a conversation using the Salesforce data.

Let's take a call center as an instance that handles their primary tasks on phone calls. With Salesforce’s CTI integration, the call center can engage its employees to simply make and receive calls right from the embedded dialer inside Salesforce. Thus, mitigating the need to manually dial a phone number or using an old school telephony system. Here is more on what CTI for Salesforce includes:

• Portrayal of customer information in real-time.
• Automatic transcription of conversations made between customers and agents.
• Click-to-dial and auto-dialing feature to ensure quick phone calls.
• Automatic routing of incoming calls to the appropriate service agent.
• Recording incoming and outgoing calls to generate real-time analytics and reports.

Salesforce CTI—Features & Functionalities to Explore

1. Multiple Phone Controls

CTI for Salesforce lets you access multiple phone control features. Leveraging these features, you can merge, make or receive, hold, mute, and forward calls. Beyond this, you can hang up as well, thus managing all functions seamlessly without moving to your computer.

2. Transferring or Routing of Calls

Salesforce CTI compares the queries received from the incoming call with the database available. Therein, it identifies the appropriate agent, skilled in answering those queries. Thus, transferring the call to that agent and ensuring quicker resolution of customers’ complaints. Well, all this has been done with the Automatic Call Distributor (ACD).

3. Information-rich Window

Whenever agents make a call, the automated screen appears that provides essential information about the caller. These details pop up in the form of Dialed Number Identification Service (DNIS), Automatic Number Identification (ANI), call history, and other relevant data. By reflecting upon that information, service agents answer calls efficiently and thus delivering more personalized customer service like never before.

4. Call Recording & Monitoring

This feature brings agents closer to their previous call recordings that they can access at any time to comprehend why the customer raised the issue. Beyond this, all ongoing calls are monitored, helping in assessing agents’ performance during dispute resolution and new joiners' training. Managers can also participate in calls to guide agents when it’s required.

5. Automated Dialing

Salesforce CTI comes with various automated dialing features like predictive dialing and click-to-call. While predictive dialing is used for bulk dialing of too many numbers, click-to-call ensures customer dial a call to the agent by tapping a specific link.

6. Integration with CRM

The best feature of Salesforce CTI is its integration with CRM. With simple integration, you can access and get a unified view of all the customer data, letting you ensure smooth and friction free communication.

Steps to Ensure Successful Salesforce CTI Integration

Discover the steps you must take to implement Salesforce CTI integration and make the most out of it.

1. Assess Your Requirements

Establishing your unique needs and requirements is essential as it will help you pick the right CTI system for your business’s crucial functions.

2. Set Up Your Telephony System

Before just starting with the integration, you must ensure to set up and configure your existing telephony system based on your unique business requirements.

3. Configure Call Center

Access the telephony provider web app XML that consists of the necessary configuration information. Then, upload it to connect the call center to the telephony provider web application.

4. Configure Softphone Layout

Softphone layout provides call information and call controls during calls. You must customize its interface to enable new leads, call redirection, contacts, and accounts. Also, include tailored call redirection option on the interface based on your brand preferences. This helps mitigate data entry related errors.

5. Assign a Call Center to users

At this stage, allocate a call center to the relevant agent so that they can conduct inbound and outbound calls through the Salesforce’s CTI. Upon acquiring the call center, these agents can access caller information and call controls. This lets them manage and track each interaction with customers, while at the same time, perform other associate jobs or follow-up actions.

6. Add CTI SoftPhone to the Application

Now, you need to access the Application’s utility bar and add CTI softphone to it. With this, you can manage calls without switching applications and windows in Salesforce itself.

7. Test and Refine

Once the integration is done, you need to evaluate its performance and conduct certain refinement if required. However, the testing must include analysis of call flow, routing, and other necessary changes for the system to work optimally.

8. Train Your Users

To make users capable in using the CTI solution, you must ensure some training programs and workshops. So that they can make and receive calls, access customer information, and log calls, thus ensuring smooth integration.

In a Nutshell!

Salesforce CTI integration can benefit a business a lot by automating most of their tasks and streamlining communications. Agents can also resolve queries faster, interact efficiently, and mitigate all challenges like pros. All thanks to this dynamic amalgamation.

You must be wanted to make the most of this joined forces. If yes, consider meeting with the experts of a Salesforce consulting company who have done various Salesforce CTI implementation before. Thus, bringing businesses closer to the dream of efficient collaboration all across the verticals.