Customer service is an essential aspect of any business, and Salesforce has been a leader in providing excellent customer relationship management solutions for over two decades. Salesforce CTI Integration is among the most significant advancements in the field of customer service. CTI integration enables businesses to manage and improve customer service by allowing agents to make and receive calls from within the Salesforce platform. In 2023, CTI integration with Salesforce became more crucial than ever. With the rise of remote work and the need for businesses to have a robust online presence, CTI integration has become an essential tool for managing customer service inquiries
So, in this blog today, we will delve deeper into understanding the ways CTI integration with Salesforce helps businesses transform their customer service operations.
What is CTI and How It Works
CTI or Computer Telephony Integration with Salesforce enables computers to communicate with telephony systems. When Customers call businesses their calls are routed through a telephony system to agents.
CTI then enables the agent’s computer to interact with the telephony system, providing real-time information about the customer, such as their contact information, purchase history, and previous interactions with the company. This information helps agents to provide more personalized service and resolve queries more efficiently.
CTI integration with Salesforce takes this a step further by enabling agents to access this information directly from within the Salesforce platform. This means that agents can view customer information, make and receive calls, and log call data without having to switch between different applications. This streamlines the call center process, improves agent productivity, and enables businesses to manage customer communications more efficiently.
Methods for CTI integration with Salesforce?
Salesforce CTI integration can be executed in two ways:
- Open CTI tools
- Telephony Service Provider API
Easy to set up and customize, Open CTI is a browser-based approach that offers a customizable softphone embedded into the platform. To set it up, install and deploy a managed package, create a call center definition file, add the phone utility to the console, and add selected users to the call center.
A Telephony Service Provider API, on the other hand, requires an adapter from the service provider and is not cloud-deployable. There is a possibility of these Adapters becoming incompatible with the latest Salesforce versions, requiring an upgrade to maintain functionality. Despite these limitations, Telephony Service Provider API may offer additional features and integration options.
Benefits of using Salesforce CTI Integration
1. Better Call Routing
CTI integration with Salesforce enables businesses to improve call routing, ensuring that the call is directed to the most appropriate agent. With Salesforce’s intelligent routing, calls can be routed based on factors such as the caller’s location, language preference, and the agent’s availability and skillset. In this way, the customer is connected with the agent best suited to handle their inquiry.
2. Enhanced Data Analysis
Salesforce CTI Integration allows for more comprehensive data analysis. With call data automatically logged in Salesforce, businesses can analyze call metrics and identify areas for improvement in their call center operations.
3. Automatic Dialing Modes
Another amazing feature of Salesforce CTI integration is automatic dialing modes, which allow agents to focus on speaking to customers while the CTI system handles the process of dialing numbers. The system can also filter out busy numbers and outdated contacts, ensuring that agents only speak to relevant leads. This feature can significantly increase productivity and help to provide better customer service.
4. Customizable Integration
Depending on the specific requirements of a company, CTI integrations with Salesforce can be customized. For example, businesses can integrate with their existing telephony systems, such as Avaya, Cisco, or Genesys. This allows businesses to retain their existing infrastructure while still benefiting from the advantages of CTI integration with Salesforce.
5. Increased Efficiency
Through CTI integration with Salesforce, agents can automate repetitive tasks and work more efficiently. Agents can save time by clicking to dial, which enables them to make calls without having to switch to a different application or manually dial a number. Additionally, CTI integration can automatically log call data, including the call duration, the call outcome, and any notes, which saves agents the time and effort of manually entering this information.
Wrap Up
Setting up Salesforce CTI Integrations requires technical expertise in dial telephony and Salesforce CRM.
At HIC Global Solutions, we have experienced developers who have helped many businesses deploy the CTI integration with Salesforce into their contact centers.
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