CTI Integration With Salesforce: How to Maximize Your Sales

Do you believe in providing a customer experience that drives higher satisfaction?

If yes, this blog will help you solve this problem. Many companies still adhere to traditional frameworks when it comes to customer interaction. Regardless of running captivating email campaigns or sending creative business proposals and presentations, successfully engaging customers during phone conversations is the key to success. Neglecting this crucial aspect can result in increased turnover numbers.

However, allocating an excessive workforce for this purpose is inefficient. Another challenge lies in maintaining, storing, and updating every conversation between agents and customers.

To tackle these challenges, companies often rely on two systems: the customer relationship management (CRM) system, which tracks, analyzes, and documents the sales process, and the computer telephony integration (CTI) system, which facilitates seamless phone communication.

Now, let’s dive into two intriguing concepts CTI Integration With Salesforce. In this blog guide, We’ll explore Salesforce CTI, features, pricing, and how they can use and maximize the full sales potential of your business.

What is CTI?

CTI stands for Computer Telephony Integration. It allows the smooth integration of telephonic systems with computers. With CTI, you can conduct seamless communication and interaction between these platforms with more capabilities. It uses VoIP (Voice over Internet Protocol) for uninterrupted voice travel and online communications.

CTI facilitates data transmission between systems and enables call functions, including call logging and conversation history. It empowers users to call by clicking on phone numbers and displays customer information during incoming calls, enhancing personalized support.

Initially mostly used by call centers to handle the huge number of incoming calls. CTI revolutionized customer service by integrating phone systems with desktop interactions. It eliminated the need for physical phone devices as agents gained on-screen call controls, streamlining operations.

What is Salesforce Open CTI Integration?

Salesforce open CTI integration serves as a JavaScript API facilitating the creation and integration of third-party computer telephone integration (CTI) systems with the Salesforce Call Center. Salesforce CTI empowers users to place calls using a softphone directly within Salesforce, removing the need for installing dedicated CTI adapters.

How Does Salesforce CTI Work?

CTI integration with Salesforce relies on a couple of types of integration methods, particularly bidirectional sync and aggregation. Bidirectional sync establishes a seamless connection between Salesforce and the telephony system, while aggregation combines data onto the employee’s desktop, which hosts a browser-based softphone system.

Establishing this bidirectional connection is crucial as it enables both systems to exchange and receive data. The data aggregation aspect is equally vital as it facilitates employee interaction with these integrations and access to customer data through a desktop interface.

CTI for Salesforce is a suite of APIs to facilitate communication between these systems and devices. The telephony system and the agent’s browser, equipped with a softphone application, are linked through a CTI system API. Meanwhile, the browser and softphone connect to a Salesforce cloud utilizing an open CTI JavaScript API.

These APIs work in tandem to enable bidirectional synchronization, allowing information such as phone numbers and power dial links to flow from Salesforce to the telephony system, and conversational data like transcriptions to be relayed back into Salesforce.

Read Also: What is Salesforce CRM Analytics?

CTI Integration With Salesforce

With Salesforce CTI integration, you can make phone calls or have telephone conversations with customers and simultaneously keep a record of data in Salesforce.

CTI permits:

• Automatic direction of incoming calls to the right recipient.
• Generating transcripts of phone conversations automatically.
• Show real-time information on customers or accounts.

CTI integration with Salesforce streamlines call logging and its data with CRM records, ensuring precise tracking and analysis of customer interactions. By utilizing open CTI integration Salesforce, businesses can seamlessly Salesforce integration with third party CTI systems with Salesforce’s call center, enabling automatic call routing and generating real-time analytics and reports.

With CTI for Salesforce, companies gain real-time performance reports and capture valuable insights into customer requirements through comprehensive logging of inbound and outbound calls.

Salesforce CTI Features

Following are some features that every business gets with Salesforce Computer Telephony Integration (CTI):

1. Streamlined Phone Controls: Salesforce CTI empowers agents with various phone control features such as call management, call merging, call forwarding, and more. By consolidating all functions in one place, agents can seamlessly handle customer interactions without juggling between phone and computer systems.

2. Automated Dialing: CTI for Salesforce offers time-saving automated dialing features, including auto-dialers, predictive dialing, and click-to-call. Predictive dialing enables bulk dialing of phone numbers, connecting live calls to available agents. Click-to-call allows customers to initiate calls by clicking links within applications or websites.

3. Informative Caller Window: CTI enhances efficiency by providing agents with an automated caller window that displays comprehensive customer information upon incoming calls. Agents can quickly access relevant details, including caller authentication (ANI or DNIS), call history, and customer data. This consolidated view eliminates manual information retrieval and enables agents to deliver personalized customer service.

4. Easy CRM Integration: CTI can seamlessly integrate with CRM, contact center platforms, unified communications, or VoIP PBX phone systems. This integration enables teams to view customer data in their CRM system directly. Agents can view caller information, including previous interactions, providing a holistic view for effective communication and accurate issue resolution.

5. Efficient Call Transfers and Routing: CTI leverages Automatic Call Distributor (ACD) to facilitate data-driven call transfers and routing. It cross-checks inbound call information with the company’s database and intelligently directs calls to the most appropriate agent based on their expertise. For example, if a customer queries about a refund, the CTI system identifies the suitable agent and automatically routes the call to their system.

Maximizing Your Sales Potential with Salesforce CTI Integration

Streamlined Call Handling: Faster and Effortless Engagement

CTI integration with Salesforce offers the benefit of streamlined call handling, optimizing efficiency, and minimizing effort for representatives. By embedding a dialer within Salesforce and other CRM or customer service software, reps can directly click on a contact’s name or number on their screen to initiate the call, eliminating the need to switch between applications or open separate dialing tools. This seamless integration enhances productivity, allowing reps to focus on engaging with prospects or customers and providing exceptional service.

Seamless Integration and Control

A good CTI system gives you control over your microphone and headset. It provides a valuable solution to in-office and remote customer support agents. This integration allows for a smooth onboarding experience, benefiting everyone involved and ensuring efficient team communication and collaboration. Additionally, the software-based nature of CTI eliminates the dependence on specific hardware, providing flexibility and adaptability to suit varying work environments.

Easing Out Agent Experience

Salesforce CTI integration offers the distinct advantage of eliminating the need for agents to constantly switch between programs, leading to increased efficiency and a more seamless workflow. With Salesforce CTI, agents can access caller information and all relevant data within a single dashboard or screen. They don’t have to navigate between different messaging apps to make phone calls or collect any information.

Performance Tracking Platform for Managers

By recording inbound and outbound calls, managers can monitor how agents interact with customers over calls. By utilizing analytics tools, you can get insights into customers and the trends they are following and generate reports accordingly.

Up-to-date data eliminating disputes in the future

CTI integration with Salesforce, you gain the advantage of automatic call logging, providing you with a record of conversations in case of customer issues. To enhance your capabilities further, consider a CTI or telephone system integrated with Salesforce that includes built-in call recording and transcription. This feature offers even stronger evidence in case disputes arise.

The key here is to ensure real-time functionality. Having real-time access to call logs and recordings, you can instantly react to any issues and proactively address them before they escalate. Managing situations before they become problems is always the most effective approach, and Salesforce CTI Integration empowers you to do just that.

Salesforce CTI Integration Pricing

Businesses can avail of the facility of Salesforce CTI integration with Salesforce Service Cloud as customer support agents mostly use it to deal with the queries of customers.

The pricing might vary with diversion in factors like the size of the business, the number of requests coming each day, and the number of users. Salesforce users can only use this feature with Professional, Enterprise, and Unlimited editions.

The pricing for Salesforce open CTI integration may vary based on the desired level of functionality and features included in each edition. With an increase in additional capabilities, there may be a slight upward adjustment in the monthly cost per user.

Also, you can explore the web and find the right CTI solutions to integrate with your Salesforce system. In case of any confusion, try taking guidance from a certified Salesforce Integration Partner.

Compare Editions And Top Features

• Starter: $25 (User/Month)
• Professional: $75 (User/Month)
• Enterprise: $150 (User/Month)
• Unlimited: $300 (User/Month)

Final Thoughts

CTI integration with Salesforce sounds like a feature only, but it can transform how your agents communicate with your customers. And hence delivering exceptional customer engagement experiences. It can be beneficial for businesses by streamlining communication and increasing customer experience. Salesforce CTI can easily resolve customer inquiries, complaints, and requests and ensure that customers leave the interaction satisfied, having received all the answers they sought.

When it comes to Salesforce CTI Integration, the process can be intricate and demanding, particularly for organizations needing more internal development capabilities. To make this job easier, you can seek assistance from Salesforce Professionals.

Frequently Asked Questions

1. What is Salesforce CTI Integration?

Computer telephony Integration (CTI) is a technology that allows you to make phone calls or have conversations in real-time from your System, PC, or smartphone through an app called “softphone”. This feature is embedded within Salesforce as a Salesforce CTI.

2. How do you do CTI integration with Salesforce?

• Exploring the Dynamics of Customer Service Management. Handling Data for Optimal Customer Service. Empowering Customers through Self-Service Options.
• Customizing Customer Service Management Solutions. Environment Setup for Seamless Operations. Getting Started Your Journey into Customer Service Management.

3. Is Salesforce CTI suitable for all kinds of businesses?

Yes, Salesforce CTI integration is suitable for all businesses whether it’s small organizations or large enterprises. Businesses can take benefit of Salesforce CTO to streamline their customer service processes, improve efficiency, and increase the overall customer experience.

4. How does CTI for Salesforce benefit businesses?

CTI for Salesforce offers several benefits to businesses such as

• Enhanced Efficiency
• Improved customer service
• Streamlined workflows
• Tracking Performance