Salesforce CTI Integration
Enhanced Customer SatisfactionA well setup call center can dramatically transform the level of customer support your clients can be able to access. Which naturally enhances customer satisfaction in ways you would never have thought possible.
The Salesforce CTI Integration ToolkitWith this in mind, salesforce cti integration (computer telephony integration) toolkit that enables users to conveniently create CTI adapters. That they can use to seamlessly integrate the CRM with 3rd party telephony systems. This permits a firm’s salesforce CRM call center staff to easily access the various features of virtually any CTI system via an application that goes under the name of SoftPhone.
SoftphoneFor those who might perhaps not be in the know, Soft Phone happens to be a fully customizable call control tool that appears on the user interface of salesforce.com accounts that may be utilizing CTI adapters.
SoftPhone FeaturesAs would be expected SoftPhone comes with a horde of revolutionary components. Which make the work of these critical users (call center personnel) infinitely more convenient and efficient in the handling of inbound calls. This includes the “call center state” (a dropdown box that indicates whether the user can receive calls). A “Call information area ” that displays data related to the call the user might be handling such as phone number used to make the call, duration and even links to any associated records. The “call button area” which facilitates effortless execution of call commands like dialing, hanging up, putting a call on hold, taking a second call among many other functions.
Seamless Integration of CTI Systems Within SalesforceAfter the successful installation of salesforce CTI integration adapter application in salesforce.com, the concerned users can begin to use the various functionalities of the specific CTI system integrated via SoftPhone.
Making Outbound Calls and Receiving inbound callsThis includes dialing a number stored in Softphone or an online directory as well as clicking on a number in the contacts, leads or activities within the salesforce CRM. Call center users can also receive inbound calls and access additional functionalities such as quick viewing of virtually any salesforce records that are related to the particular call. Salesforce CTI also enables effortless transfer of calls, initiation of conference calls where applicable, and call holding. Users can also be in a position to attach records to specific calls as well as automatically generate call logs.
All this, like aforementioned, undoubtedly makes a call center’s staff’s duties infinitely easier, and in extension enables them to deal comprehensively with all client concerns.
Hosted or On-Premise CTI IntegrationThere are two methods of integrating the salesforce CRM with CTI systems, which are hosted and on-premise. The first option involves the utilization of a salesforce.com partner application that comes with a built-in integration with the CRM system as well as been offered as a hosted telephony model.
Users can also opt to utilize, the earlier mentioned, salesforce CTI toolkit that facilitate for seamless integration of the CRM with on-premise telephony equipment. To make things easier for developers, salesforce provides a C++ based rudimentary application that comes with a related source code. This permits these individuals to conveniently build highly advanced, customized CTI adapters that can integrate salesforce.com with diverse kinds of telephony platforms.