- · 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.
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: