Computer telephony integration is a tool kit which is provided by salesforce.com. The work of the tool kit is to build salesforce cti adapter which is installed by the CRM call centre on their machines.
The CRM call centre delivers real time connectivity with the local centre. With the assistance of salesforce cti adapter, the business would be more efficient. This will enable superior levels of customer service and the customer’s interaction which is managed efficiently.
Through the computer telephony integration, the functionality of the sales force desktop has been enabled. In addition, caller identification, telephony soft phone controls and screen population are part of the functionality. This will enable the agents to place, accept and transfer the interactions of the customers with real time and full access to the customer data of the salesforce cti adapter. In order to ensure that the right customer get assessed to the right agent, outbound and inbound call information as well as the interaction times are automatically logged on. By use of customer service and business rules, call routing is enhanced. This will assist the organizations to work effectively and also deliver the customer service higher levels.
Benefits of CTI
Apart from the above significance, the following are other benefits of computer integration:
- · The sales force user interface is able to perform all the interaction management and the customer service
- · The system computer integration blends intelligently and routes the interaction of the customer service
- · It can also allow agents to place, get and transfer the interactions in the sales force.
The salesforce cti adapter which is used by the computer integration needs address which is used by the local pc look back. However, you can receive a warning or error from the browser which indicates that the adapter has been blocked by your set up of your pc. The solution of the problem is to adhered to the warning sigh” you should not use your proxy for local address” in the proxy settings, internet connection, or internet options.
System computer integration has also pre built integration from the CRM sales force.
As mentioned above, the computer system integration provides a tool kit which has a c++ based sample programming language. Nevertheless, it has associated source code which assists the developers to build an advanced integration at the sales force. The tool kit has a frame work which can hand inbound call events. In fact, this deals with imitating calls, screen pos, and outbound dialing.
There are three versions of the computer integration tool kit. Each and every version provides the customers with various types of sales force CRM call center functionalities. One of the limitations of sales force computer integration is that it only provides a CTI tool kit version of a minimum of 4.0.
In conclusion, sales force CTI is a significant tool which is used for integration of a variety of communication channels. This is a tool which uses new or existing infrastructure. As a result, it creates a true vendor which has various channels. Therefore, you need to go for the MTI as it provides quality service mentioned above. Additional information is available on salesforce cti integration page. Good Luck.