Adoption of new digital platforms has made it possible for organizations to innovate and connect meaningfully. CTI for Salesforce is one of those examples. CTI refers to Computer Telephony Integration that enables a telephone interfacing within a computer for interaction purposes.

Integrating CTI with Salesforce avails businesses with unlimited and exciting benefits. It enables them to handle huge volume incoming calls and meet customer engagement without fail. Moreover, it helps them achieve the required balance between customer needs and service delivery.

What is Salesforce CTI Integration?

Salesforce CTI integration provides high-quality experience for customers who call. It ensues queries to be solved, and indeed gives a high-speed interaction of the business with its audience. By diminishing all kinds of barriers, it offers a higher customer development experience.

CTI for Salesforce also consists of features like connect/disconnect, caller identity, transfer, recording, etc. Such features help companies to be more productive and efficient as everyone, including sales to support reps, manages calls from their Salesforce environment. Users do not have to use a physical phone, but instead simply click and answer the call to talk to the individual.

Want to make your team highly productive with a phone system integrated into your database? It is high time to make appointments with the right Salesforce consultant.

What are the Potential Benefits of Salesforce CTI Integration?

Here are essential reasons why various call centers prefer CTI for Salesforce.

1. Reduced Manual Taska

You and your team will have as little to do as possible with manual and repetitive tasks. Everything gets automated, including notes and data entries when you set up open CTI. Furthermore, Salesforce CTI comes with features like real-time transcription, turning spoken words into written texts. It is one of those applications widely used for webinars, customer support, and phone calls, making a written document of the conversations.

2. More Personalized Customer Experience

Salesforce CTI provides reps with immediate access to customer information without having them go through a plethora of files and folders. They will not have to ask what their customers complained about last week. From a customer name to their numbers and their full purchase history, everything can be accessed in a short while. And because they collect contextual information from different channels, this finally leads to increased omnichannel experience.

3. Performance Tracking CTI

With this, you can record calls both inbound and outbound. This, in turn, makes room for any manager's shoulder for tracking and monitoring their interaction with the consumers. Furthermore, the system includes analytic tools that allow you to gain the relevant insight into performance reports and customer behavior. If you want to improve the customer service operations, you must track the operations.

4. Automated Call Logging

Agents usually deal with numerous calls during their normal daily performance, most of which are not logged. This makes it difficult for these agents to maintain an effective workflow. They cannot capture the required data and information in time, leading to reduced productivity. However, automated call logs allow them to easily manage call activity data in Salesforce. Thus, offering insight on matters pertaining to the customer issues, resolution status, call type, etc.

Essential Steps to Integrate CTI with Salesforce

Conducting these steps helps you set up open correctly. Thus, providing a better experience for both agents and customers.

1. Head over to the Salesforce AppExchange

• Visit Salesforce AppExchange.
• Search for third-party CTI solutions which integrate with Salesforce. Some of the popular options are Twilio, Amazon Connect CTI, Five9, Nice-InContact, and more. From these options, pick the right product that suits your business specific needs.

2. Install and Deploy the Managed Package

• Go to the AppExchange listing and install the managed package as the CTI product of your choice.
• The package usually contains all the necessary components like pre-built integration scripts, UI elements, and configuration settings, letting the third-party product work seamlessly with Salesforce.
• Follow the installation prompts and deploy the package in your Salesforce environment.

3. Create a Call Center Definition File

• A Call Center Definition File is an XML configuration file that links Salesforce to the CTI system.
• It defines and links the settings and mappings between Salesforce and the third-party CTI.
• You will need to define various parameters (like phone number formats, call routing, data synchronization settings) in this file.

4. Define Call Center Settings

• Enter the fields and their values that are necessary in Salesforce to set up the call center configuration.
• These settings will include call center name, CTI system kind (e.g., Twilio or Amazon Connect), and routing rules for the call center.
• With this setting, you can guarantee proper routing of calls and all user profiles in Salesforce to be ready for integration.

5. Set Up Phone Utility in the Lightning Service Console

• To enable the call feature in Salesforce, you need to add Phone Utility to the default Lightning Service Console App.
• This enables agents to make and receive calls within Salesforce by customizing the Service Console and activating the Softphone layout.

6. Configure Softphone Layout

• Softphone is a key utility which facilitates the agent in dialing and receiving calls in Salesforce. This configuration has to be done for Softphone layout, where actions for agent call interaction are defined.
• With this layout, agents have complete control within the Salesforce on their calls such as answer, end call, hold and transfer.
• Agents can also configure call disposition, screen pop-ups, or buttons of required workflows.

7. Add Users to the Call Center

• The next logical step is to add users using the Call Center Settings in Salesforce. Creating groups at the agent team or department level will be helpful to set up better call routing and reporting.
• Adding users ensures they are recognized by the system and included in the call routing process.
• Additionally, agents get access to all necessary CTI tools for managing calls within the workflow.

8. Test the Integration

• You need to do comprehensive CTI integration testing before making it live.
• Test call routings outgoing/incoming, interface features of the softphone, call logs, and workflow features CTI offers.
• Identify and fix things such as missed calls, misrouted calls, or UI-related problems.
• Consider the support of the best Salesforce consultant to resolve issues discovered during testing.

9. Train Users

• After ensuring all parts are ready to deploy within the organization, train users on how to use the new features of CTI for Salesforce.
• Providing training on the Softphone layout helps the team handle calls for efficient workflow.

So, this is how you must integrate CTI with Salesforce. Although the process is complex, you can make it seamless by using the best Salesforce consulting services.

Conclusion!

CTI for Salesforce opens the door for streamlined communication and improved customer service. It provides various functionalities, letting agents connect with customers easily without getting irritated by manual setup. They can simply place and receive calls on one unified system, get the relevant information they want, and navigate towards streamlined business operations.

However, integrating CTI with Salesforce is not as simple as it seems. You may face various obstacles while moving ahead with the process. So, what’s better in this scenario is getting assistance from the experienced team beside.

Consider leveraging the support from the right Salesforce consultants and make each call more relevant than ever before. Schedule a meeting to learn more.