Are you having trouble maintaining consistently high customer satisfaction levels? Well, you're not the only one. Delivering seamless, connected experiences to customers on a consistent basis is a challenge for many organizations.

But if you don't, you risk losing customers and denting your brand's reputation. You must use the appropriate tools to help you provide a seamless and tailored customer experience if you want to turn things around.

Computer Telephony Integration (CTI) can help with that. This task can be completed by the one that Salesforce is providing. Salesforce CTI Integration can greatly benefit your agents and enhance existing or developing customer connections.

The ongoing expansion of business and customers entails significant data management activities. Prospect and customer records, including order history, past interactions, personal information, and more, can be stored and managed by your CRM.

However, enabling Salesforce for CTI into your service processes is a key challenge.

What Is CTI?

CTI is a technology that businesses can leverage to optimize customer service by integrating a phone system with a computer. VoIP (Voice over Internet Protocol) is widely used in these integrations to enable online communication, including voice calls.

CTI makes and receives calls and enables data transfer across systems. Additionally, it logs call information from Salesforce and maintains a record of previous conversations.

In the past, contact centers popularized this technique by integrating their software with phone systems. It aided customer support reps in providing desktop-based customer service. Additionally, service reps were able to perform all phone-related tasks using on-screen call controls, eliminating the need for real phones.

CTI For Salesforce

With CTI for Salesforce, agents can easily manage incoming and outgoing calls. CTI offers:

• Transcriptions of phone conversations are produced automatically.
• When a call comes in it is automatically redirected to the right person.
• Show real-time customer information.
• Click-to-dial or auto-dialing functionality is integrated into the Salesforce interface.

Agents can examine the caller's details in the CRM while using Salesforce CTI to make or receive calls. By checking the customer's history, they may fix the issue directly and save a great deal of time.

Businesses can request real-time reports on employee performance by utilizing Salesforce CTI Integration. This feature also makes it possible to log every call in order to gain insight into the needs of customers.

One of the most effective connectors you can use in your Salesforce org is the Salesforce CTI integration.

Salesforce CTI Features

Making and receiving calls is possible using CTI, however, given its features, the functionality is very extensive.

Multiple Phone Controls

Agents can use a variety of tools with Salesforce CTI to simplify the calling process. Service representatives can handle all key tasks without using a computer or phone when everything is available in one location.

This enables agents to spend less time toggling between the computer and phone systems and more time dealing with customers and managing calls.

Information-rich Window

A window opens on the agent's screen automatically when a call comes in, allowing agents to efficiently answer calls since they can quickly find all of the caller's stored information.

Features to see the information that service reps may need to address the request or concerns are displayed on this screen. This data includes call history and other customer information.

Agents can provide more personalized customer support by having access to all resources from a single screen.

Automated Dialling

Salesforce CTI's automated dialing features include:

Predictive dialing – This is a time-saving technique for automatically or bulk dialing a large number of phone numbers simultaneously. After successfully connecting with the customer, the call will be routed to a live agent for further discussion.

Click-to-call – Customers can use this feature to contact the service center reps. While browsing a website, an advertisement, or an application, they must click on the link.

Automated Dialling – This feature allows agents to be more productive and can complete time-consuming jobs more quickly.

Routing or Transferring Calls

CTI uses an Automatic Call Distributor (ACD) to route or transfer data-oriented calls. Its primary purpose is to cross-check the data from the company's database with the information obtained from incoming calls. After that, forward the call to the agent who is best equipped to answer the customer's concern.

For example, CTI software determines the available agent when a customer dials for a particular refund status. Calls are then automatically sent to the appropriate agent's system after the correct match has been found.

It can be a useful tool that handles a lot of chores automatically and handles customer grievances more quickly than before.

Integration With CRM

By simply linking the CTI system, teams can access all of the customer data on their CRM console. Additionally, CTI can be seamlessly connected with VoIP and other contact center systems.

As a result, agents can view all of the caller's information on their screen, including previously saved data. This facilitates easier operation, more accurate and timely problem-solving, and improved communication.

Call Recording & Monitoring

With a CTI tool, agents can listen to past call records to learn more about the issue that was brought up and provide customers with tailored solutions.

Every active call is tracked. This patrolling helps with training new hires, settling conflicts, and evaluating the work of agents.

How Does CTI Work?

Nearly all CTI software is compatible with VoIP and can effectively turn your computer into a phone extension. This feature operates in tandem with your existing software. It enables agents to become more interactive during calls by giving them instant access to customer data.

Let's break down the procedure into two easy steps:

• With limited coding, the CTI Features can be easily enabled on any website or app. Agents can quickly determine the caller's phone number in this way. Additionally, it allows you to make a call with a single click straight from your phone app, eliminating the need for manual dialing.
• With CTI, you can use third-party tools to manage inbound and outbound calling. Additionally, you can use the same screen to access phone controls and customer data. Because of this, it is a useful tool for contact center personnel as well as supervisors who desire call visibility and monitoring.
• CTI comes with sophisticated calling functions. All of the important data, including the date, time, duration of the call, origin of the call, etc., will be automatically gathered by the system.

• The second step is when CTI features begin to reveal all of their potential. Managers and experts can quickly create reports and conduct business and personnel analysis using all the captured and stored data in the CRM database. This gives you a sense of what services are offered to customers and where you can make plans for enhancements.

Integrating Salesforce CTI: A Comprehensive Guide

Step1: Establish Your Requirements

Identifying your unique needs and requirements is crucial before beginning the integration process. It will assist you in selecting the best CTI system for your company and guarantee that it satisfies your business requirements once the criteria have been set.

Step 2: Set Up Your Telephony System

First things first. Set up and configure your telephony system as per your unique business needs prior to integrating it with Salesforce.

Step 3: Configure Call Center

Enable functionality in Salesforce CTI according to your needs by uploading the telephony provider web application XML, which includes the configuration data needed to link the call center to the telephony provider's web app.

Step 4: Configure Soft Phone Layout

Set up the softphone layout so that calls can be redirected to existing contacts. The softphone layout canvas can be customized to your brand's preferences by adding call redirection choices. By doing this, you can guarantee accurate customer interactions and error-free data entry.

Step 5: Assign A Call Center To A User

Assigning a call center to the appropriate users is the next step. After that, let them use the phone provider's system to make and receive calls via the CRM. Once a call center is assigned in Salesforce, reps can access call controls and caller data. It makes it simple to track and manage every client encounter. All of the pertinent caller information will appear in the softphone layout. Additionally, call controls let users manage calls and any related tasks or follow-up activities with ease.

Step 6: Include CTI SoftPhone In The Application

Include the CTI softphone in the application's toolbar. The CTI softphone makes it simple for users to handle calls without juggling many windows and apps within Salesforce by displaying caller information and call controls.

Step 7: Test And Refine

It's crucial to test the system when integration is finished and make any necessary adjustments. To make sure the system operates at its best, this entails evaluating the call flow, routing, and handling and making the required adjustments.

Step 8: Train Your Users

Lastly, you must educate your users on how to use the CTI system, including how to log calls, make and receive calls, and retrieve customer data.

All things considered, meticulous preparation and execution are necessary for the Salesforce CTI integration to be effective. It is advised that you work with a Salesforce Partner or consultant to ensure seamless integration and to help you throughout the process.

Salesforce CTI Benefits

Let's look at the benefits you can get as a company and as a service agent after this simple integration and achieve a number of objectives.

Efficient Handling Of Calls

Agents no longer have to perform the tedious task of manually managing all the calls and information after Salesforce CTI integration. The system now includes Dialpad, which enables the agent to tap on the number on their screen or identify the name of the person they wish to reach and continue the conversation.

Additionally, everything can be done from one location, eliminating the need to switch between tabs or windows or search for a different dialer.

Improved Customer Service And Higher Satisfaction

Improved customer satisfaction and enhanced customer service are two indirect goals of CTIs.

Having a CTI tool makes it easy to process and collect the caller's information and determine the precise reason for their request for a discussion. Now that they have the call history and customer's historical information, your representatives are well-known for the call. All of this enables access to a useful collection of data at one's fingertips.

Customer satisfaction is easier to score when knowledgeable players enter the playground. This setup reduces the amount of calls and increases customer satisfaction because your customers don’t have to describe their issues over and over again and become easily irritated.

Not Limited by Hardware and Software

Remote customer service reps can do their work at their desired location with ease and without the need for hardware or software by leveraging a CTI integration.

Your CRM platform integrates the CTI, and in order for agents to begin working, they must log in to their web browser. This makes it unnecessary for your IT staff to set up extra systems or software and makes training simple.

Both in-person and remote customer service reps can benefit from a good CTI system since it gives you control over your microphone and headset. This simplifies the onboarding procedure, which benefits all parties—support, IT, supervisors, and agents.

Tracking Performance Is Easy

Managers can monitor how agents are communicating with customers over the phone by recording both incoming and outgoing calls. Additionally, it's simple to generate reports and gain insights about trends and customers by leveraging in-built analytics tools.

Conclusion

To sum up, companies can gain from Salesforce CTI integration by improving customer satisfaction and expediting communication. Every representative on your team now enjoys answering consumer questions, grievances, and requests, and CTI is one component that guarantees customers are leaving with all the information they need.

It is advisable to work with a certified Salesforce Partner who has successfully completed Salesforce CTI Integration multiple times and is adept at removing roadblocks with ease as and when they arise.

So why waste any more time searching for the ideal integration partner?

Schedule a call now.