#1 AI-Powered CTI APP on Salesforce

This process of linking your phone system with your computer systems is referred to as computer telephony integration or CTI. And when businesses connect Salesforce with their phone systems, it is known as CTI for Salesforce. Through computer telephony integration (CTI), sales teams can use their computer to carry out all phone functions, including answering calls, putting callers on hold or routing them, and more.

To make sure that calls are redirected to the right agent at the right moment, CTI for Salesforce can also offer sophisticated call routing and queuing capabilities. Wait times can be shortened and customer satisfaction enhanced as a result. Furthermore, calling from Salesforce makes it possible for call actions and notes to be automatically recorded in Salesforce, ensuring accurate contact monitoring and documentation.

Businesses can boost revenue by leveraging the capabilities of Salesforce CTI to enhance customer interaction, sales workflows, and productivity.

With Girik CTI, you can centralize all your data management activities by linking Salesforce to all of your favorite apps. When customer data is centralized, the customer journey is transparent, and all business flows are seamlessly connected.

Benefits of using CTI for Salesforce

You know the caller

Salesforce Computer Telephony Integration gives sales representatives direct access to Salesforce's call history and customer data. This enables them to offer personalized support to customers. For example, if a customer calls in, sales reps can instantly access their past interactions and buying history. This enables them to tailor their conversation and provide an enhanced customer experience.

Customers don’t need to wait any longer

Salesforce CTI gives you access to advanced call routing and queuing capabilities thereby ensuring that calls are routed to the appropriate agent at the right time. This improves customer satisfaction and reduces wait times. For example, when a customer calls with a specific question about a product, the conversation can be sent to a sales rep who specializes in that product, ensuring the highest quality of service for the customer.

You have access to call records and scripts

With CTI integration, call actions and notes can be logged into Sales or Service Cloud in real time, providing accurate and comprehensive call tracking. This makes it possible for companies to examine call data in order to identify patterns, improve customer service, and streamline sales workflows.

For example, a company can look at call data to identify areas for improvement and provide specific training if it notices that one of its sales reps is struggling to close deals.

Enhanced customer service

CTI for Salesforce simplifies customer service with caller recognition, intelligent call routing, and one-click dialing. Along with showing caller details and history, it also provides access to relevant data and learning tools for assessing employee performance.

For example, CTI for Salesforce allows a customer support representative to retrieve call history and customer data as soon as a call comes in, allowing them to provide tailored assistance and address issues more effectively.

Teams are empowered to make data-driven decisions.

Businesses can access valuable insights into their customer engagements and sales operations by leveraging analytics and reporting from CTI technologies. For example, a company can use CTI integration to track the number of calls generated by each marketing campaign and analyze the resulting sales data to assess the campaign's efficacy.

How can businesses integrate CTI with Salesforce?

Salesforce Feature: Service Cloud Voice

This is a natively integrated CTI solution within Service Cloud and offers managers and supervisors omnichannel visibility, streamlined customer support, and AI-powered analytics for an enhanced phone-based service experience.

Voice integrates Salesforce with intelligent telephony to provide a seamless agent experience. Agents can effortlessly engage with customers using an intuitive softphone that utilizes Amazon Connect's features, such as real-time call transcription.

Alternatively, you can integrate your own telephony provider into your call center and combine your existing changes with Voice's simplified agent and supervisor experience. You can also integrate voice calls with your digital channels enabling agents to help customers on their preferred channel when they need it.

Salesforce Open CTI

Your Salesforce Call Center can integrate third-party CTI systems by leveraging Open CTI, a JavaScript API created by Salesforce. Without having to install CTI adapters on their computers, users can make calls straight from a softphone in Salesforce.

In order to incorporate CTI capability in Salesforce, Open CTI leverages browsers as clients. Other third-party apps can easily interface with Salesforce using this framework while staying within the API limit.

CTI for Salesforce serves as a critical bridge between contemporary phone systems and computer systems. It is a very useful tool that facilitates cross-device calls for support and sales teams.

How Salesforce CTI Integration Improves Customer Experiences and Agent Productivity

In an ideal scenario, it should be possible for both agents and customers to use your CRM tool and phone system together. Improving customer satisfaction and customer support reps' productivity should continue to be the major priorities.

How this integration will assist in achieving both, however, is the question. Let's find out.

Leverage Salesforce's Telephony Features

Your sales and support teams will be able to fully utilize AI-powered features and tools by integrating Salesforce CRM with your phone system. They will be able to improve their productivity and provide better service by using these technologies to improve their operations.

With this integration, your sales and services teams will have access to all the information regarding interaction history in Salesforce. This includes call records, notes, analytics, omnichannel communication logs, and dashboards.

For service reps, CTI integration is akin to turning their Salesforce instance into a top-notch tool for improving the customer experience. Agents can manage all activities without ever leaving their organization thanks to its ability to collect insights and monitor and oversee their interactions with customers.

Automate Manual, Tedious Tasks

On most occasions, customer support agents manage all complex tasks on their own. Their productivity suffers greatly as a result of this.

Here's the good news. Salesforce integration with your phone systems eliminates most of that headache by automating such processes. Agents can focus on other crucial areas, such as upselling and cross-selling opportunities, by automating mundane tasks such as taking notes, case escalation, and data entry.

Agents can simply focus their time and energy on other strategic tasks that could lead to increased sales and the accomplishment of business goals by leveraging this integration, which provides an efficient way to automate time-consuming, repetitive tasks.

Utilize the Dashboard to Monitor Agent Performance

Your customer service reps would be interacting with customers for hours each day. However, how would you accurately evaluate their performance and the outcomes they are producing? Salesforce dashboards can be very helpful in this situation.

Dashboards allow for the evaluation and tracking of key performance indicators (KPIs). This includes wait times, customer satisfaction scores, and first-call resolution rates. Every manager would need to know how the team is doing all the time, and the dashboard would provide that information. Managers and supervisors can access the dashboard to perform all tasks, including monitoring and real-time support.

If you want to track agent performance at a more detailed level, you can also opt for a custom Salesforce CTI integration using an app like GirikCTI. It will be simpler to track everything from a single console.

The findings will also assist supervisors in developing tailored training plans for agents by identifying areas in which they require additional attention.

Personalize Customer Engagement

Customers like to be pampered, and for good reason. They ought to be at the heart of every business, after all. This means that you must interact with them in a way that makes them feel as though you genuinely care about and understand them. You can accomplish that by tailoring your interactions with them.

Service reps can easily get insights about their customers by managing and tracking their details in a single, unified view thanks to Salesforce CTI integration. By doing this, they will be able to better understand their customer and interact with them in ways that resonate with them.

Customers' preferred products and services, past tickets, engagement history across channels and devices, and more can all be tracked by agents with this integration. They will be able to offer tailored recommendations and enhance their interactions by leveraging these insights.

Girik CTI – The #1 AI-Powered CTI App for Salesforce

GirikCTI for Salesforce offers robust contact center functionality, tailored interactions across channels, and a seamless integration with Salesforce. Girik CTI can help businesses manage and analyze sales and support data, boost productivity, improve collaboration, enhance the customer experience, and interact with other Salesforce capabilities.

Real-time analytics. GirikCTI's real-time dashboards, which provide comprehensive summaries of call center KPIs and statistics, integrate seamlessly with Salesforce. This data can be used to identify troublesome areas and enhance sales processes.

Omni-channel customer support. GirikCTI enables sales teams to interact with customers better by offering a connected experience across multiple channels, such as web chat, email, social media, apps, and voice.

AI-powered automation. Sales operations are streamlined by Girik CTI's intelligent virtual agent features, which reduce manual labor and enhance customer service.

Improved collaboration. GirikCTI helps to ensure that customer issues are handled promptly and effectively by giving representatives the opportunity to route calls and share notes with other team members as and when required.

Scalability. GirikCTI's solution is ideal for growing businesses or those with fluctuating call volumes because it can be scaled up or down on demand as per a business's changing needs.

Automation. By combining the solution with additional automation tools, such as chatbots and voice assistants, businesses can boost efficiency and automate several customer support workflows.

Summary

CTI is a potent tool that can help businesses streamline their sales and customer support operations while providing customers with a more personalized experience. Integrating CTI with Salesforce allows sales and service representatives to access customer data in real-time, and automate call logging, tracking, and routing.

In today's competitive business landscape, using the right CTI can be a game changer when it comes to driving revenue growth and improving customer satisfaction.

Set up a demo today with one of our Salesforce Consultants to learn more about GirikCTI.

About Author

Indranil Chakraborty

Indranil is a technology enthusiast with over 25 years of experience in project management, operations, technology and business development. Indranil has led project teams in egovernance, business process re-engineering, product development and worked with Government and Corporate customers. Indranil truly believes in the power of technology to drive productivity and growth for teams and businesses.