Complete Guide To Salesforce CTI Integration

Are you struggling to keep your customers engaged and satisfied with your business? You’re not alone. Many businesses find it challenging to consistently deliver the expected experience to their customers.

However, failing to do so can cost you to lose valuable customers and harm your reputation. To turn things around, you need to leverage the right tools to help you deliver your customers a seamless and personalized experience.

That’s where Computer Telephony Integration (CTI) comes in. The one that Salesforce is offering can handle this job for you. Salesforce CTI Integration can unexpectedly help your agents a lot and enriches customer relationships that are forming or formed previously.

Extensive data management responsibilities come with the constant enlargement of operations and clients. Your CRM can store and manage records of prospects and clients, comprising their order history, past conversations, basic details, and more. Still, there is more that you can do with it.

But the major concern also includes how you will do Salesforce CTI Integration in your service processes. And on top of that, what is Salesforce CTI?

Don’t worry. This blog is an end to all your queries about Salesforce CTI. Take a deep insight into CTI, its features, working, and benefits. Alongside this, you will also pick up on the process of Salesforce CTI Integration.

What Is CTI?

Computer Telephony Integration (CTI) is a technology that optimizes customer services by integrating a telephone system into a computer or a softphone. These integrations frequently use VoIP (Voice over Internet Protocol) to facilitate the travel of voice and other online communication.

CTI allows data transmission between systems and makes and receives calls. It also keeps track of conversation history, and logs call information from the Salesforce CRM system.

Earlier, call centers made this technology famous by connecting phone systems to their respective software. It helped customer service agents in serving customers via desktop-based interactions. Also, the need for physical phone devices got eliminated as agents could carry out all the phone-related functions with on-screen call controls.

You can also check why businesses consider Salesforce CRM over others.

Let’s continue exploring computer telephony integration or CTI for Salesforce now that we have a basic understanding.

CTI For Salesforce

Salesforce CTI, in easy terms, is CTI embedded in Salesforce. CTI for Salesforce permits reps to make phone calls or have conversations from the data stored in Salesforce. CTI provides:

• Phone conversation transcriptions are generated automatically.
• Incoming calls are automatically directed to the appropriate recipient.
• Display account or customer information in real time.
• Embedded click-to-dial or auto-dialing feature within the Salesforce interface.

While making or receiving calls from Salesforce CTI, agents can view the caller’s details in their database. It saves a lot of time and allows them to directly address the concern by looking at the customer’s history.

By using Salesforce Open CTI, you can integrate a third-party CTI system with Salesforce’s call center. This also helps in the automatic routing of calls to the appropriate departments. Recording incoming and outgoing calls to generate real-time analytics and reports is also attainable.

Using Salesforce CTI Integration, businesses can prompt real-time reports of how employees are performing. Getting an understanding of customers’ requirements by logging all incoming and outgoing calls is also possible with this functionality.

Salesforce CTI integration is one of the powerful integrations you can implement in your Salesforce org. To explore other integration possibilities, refer to our complete Salesforce integration guide.

Salesforce CTI Features

Computer Telephony Integration allows making or receiving calls, but the functionalities are quite extended considering its offerings.

1. Multiple Phone Controls

With Salesforce CTI, agents get hands with various phone control features like make or receive calls, hold, mute, merge calls, hang-up, call-forwarding, etc. When everything is in one place, service reps can manage all the functions without going to phone and computer.

This allows agents to focus more on interacting with customers and call management and less on finding the equilibrium between phone and computer systems.

2. Information-rich Window

CTI offers these essential features because a window automatically appears on the agent’s screen when a customer calls. Agents can easily locate all the stored information about the caller, allowing them to answer calls efficiently.

This automated screen shows- features to view relevant information that service agents might need to resolve the request or issues. This information comprises caller authentication in the form of Automatic Number Identification (ANI) or Dialed Number Identification Service (DNIS), call history, and data of other customers.

Through resource availability, agents can access everything from one screen and deliver more personalized customer service.

3. Automated Dialing

Automated dialing features that Salesforce CTI offers:

• Predictive Dialling
• Click-to-call
• Auto Dialers.

Predictive Dialling is a time-saving tool used for bulk or automatic Dialling of too many phone numbers in one go. The call will be allocated to a live agent for further conversation after successfully establishing a connection with the customer.

The click-to-call feature lets customers dial a call to the service center representative. They have to click on the link while scrolling through an application, an advertisement, or a website.

Automated Dialling improves agents’ productivity and helps them take care of tedious tasks in a shorter period.

4. Transferring Or Routing Of Calls

Computer Telephony Integration viz CTI harvests data-oriented call transferring or routing of the call via Automatic Call Distributor (ACD).

Its main function is to cross-check the information received from the inbound calls from the database available in the company’s system. Next, transfer the call to the agent who has expertise in the query raised.

For instance, if a customer has dialed for the Refund status, then CTI software identifies the available agent. Then after finding the right match it automatically routes calls to the right agent’s system.

It can be a valuable tool that performs many tasks automatically and resolves complaints of customers quicker than ever.

5. Integration With CRM

Teams can now access all the customer data on their CRM system by simply integrating the CTI system. Moreover, a contact center platform, unified communications, or even a VoIP PBX phone system can also be integrated with CTI.

Consequently, agents can see the entire information of the caller on their screen, including the previously stored information as well. This establishes smoother communication, ease of operating, and resolution of issues accurately and on time.

6. Call Recording & Monitoring

CTI tool or software can be of great use if utilized for call recording and monitoring purposes. Agents can check the previous call recordings to understand the story of the raised issue and deliver personalized solutions to the customers.

All ongoing calls are monitored. This patrolling assists in assessing agents’ performance, resolving disputes, and training new joiners. Managers and trainers can be a part of calls in real-time and guide the agent when needed.

How Does CTI Work?

Almost all the CTI software works on VoIP and is competent to make your computer an extension of your phone. This function works in parallel with your company’s software. It allows agents to directly access the customer data in just one click and become more interactive on call.

Let’s see the process in two simple steps:

1. The CTI Features integrate with the website or application you are using with just a little coding. Through this, agents can easily identify the caller’s phone number. It also enables you to click on the number to initiate a call directly from your phone app without manual dialing.
   With CTI, you can make and receive calls using other tools. Plus you can access customer information and phone controls from the same screen. This makes it a valuable tool for agents working in a contact center and managers who want call monitoring and visibility.
   An example is the CTI integrated into Front provides advanced phone controls like muting, transferring, pausing, recording, holding, and more. The system will automatically collect all the valuable information like date, time, call duration, where the call comes from, etc.
2. In the second step, CTI features start unveiling each layer of its potential. With all the recorded and stored information in the CRM/ ERP/ Ticketing system database, managers and experts can easily generate reports and perform analysis of the business and people deployed. This provides an idea of what services are delivered to the customers and where you can plan for improvement.

Salesforce CTI Integration: Step-by-step Guide

The process of Salesforce CTI integration involves the following steps:

Step1: Determine Your Requirements

Before starting the integration process, it is important to determine your specific needs and requirements. Once the requirements are established, it will help you choose the right CTI system for your organization and ensure it meets your business needs.

Step 2: Identify & Set Up Your Telephony System

Before integrating your telephony system with Salesforce, you need to set it up and configure it according to your needs.

Step 3: Configure Call Center

Upload the telephony provider web app XML that contains the configuration information required for connecting the call center to the telephony provider’s web application and enable features as per your needs in Salesforce CTI.

Step 4: Configure Soft Phone Layout

Configure the softphone layout to enable call redirection to current customers, new leads, contacts, and accounts. The Softphone layout is a customizable interface that provides all call controls and caller information in Salesforce during the call. You can add call redirection options on the softphone layout canvas and customize it as per your brand’s preference. With this, you can ensure no data entry errors and accuracy in customer interaction.

Step 5: Assign A Call Center To A User

In this step, you have to assign a call center to the relevant users. Next, allow them to perform inbound and outbound calls through the CRM using the telephony provider’s system. Users can access important call controls and caller information once the call center is assigned within Salesforce. It helps in managing and tracking each interaction with customers easily. The softphone layout will pop up all the relevant caller information. Also, Call controls allow users to seamlessly handle calls and any other associate jobs or follow-up actions.

Step 6: Add CTI SoftPhone To The Application

Add CTI softphone to the Application’s utility bar. The CTI softphone displays caller information and call controls providing users with ease to manage calls without juggling switching windows and applications in Salesforce itself.

Step 7: Test And Refine

Once the integration is complete, testing the system and refining it as needed is important. This includes testing the call flow, routing, and handling and making necessary changes to ensure that the system works optimally.

Step 8: Train Your Users

Finally, you need to train your users on using the CTI solution, including making and receiving calls, logging calls, and accessing customer information.

Overall, the process of Salesforce CTI integration requires careful planning and execution to ensure a successful outcome. Working with a Salesforce Partner or consultant is recommended to help guide you through the process and ensure a smooth integration.

Salesforce CTI Benefits

After this easy integration process, look at the advantages that you can avail yourself of as a business and as a Customer Service Representative and accomplish various goals.

1. Efficient Handling Of Calls

Once the CTI gets embedded in the Salesforce CRM, it reduces the arduous labor of agents by manually handling all the information and calls. Now Dialpad is available in the system software that permits the agent to find the name of the person they want to call or tap on the number on their screen and carry on the conversation.

And for doing so, there is no need to juggle between tabs or windows or to look for a separate dialer; everything can be done from one place, once and for all.

2. Improved Customer Service And Increased Satisfaction

One of the indirect purposes that CTIs serve is the increment in Customer service quality and the satisfaction level of customers.

When you have a CTI tool, it becomes handy to process and obtain the caller’s information and know exactly why the caller has requested a conversation with them. Now your agents are well-known for the call, equipped with the call history and customer’s past data. All this arrangement is often referred to as “Multi-channel” or “Omnichannel”, which means having a valuable set of information at fingertips.

When well-informed players enter the playground, it becomes easier to score customer satisfaction. This arrangement keeps your customers getting into explaining their problems repeatedly and getting easily frustrated, resulting in a reduced number of calls and amplified customer experience.

3. Not Restricted By Software And Hardware

A Computer Telephony Integration (CTI) system is a hassle-free, hardware, and software-free solution for remote customer support agents to perform their tasks at their preferred location.
The CTI is incorporated into your Customer Relationship Management (CRM) platform, requiring agents to log in to their web browser to start working. This eliminates your IT team’s need for additional hardware or software setup and provides an easy training process.

With a good CTI system, you will also have control over your microphone and headset, making it a beneficial solution for remote and in-office customer support agents. This streamlines the onboarding process, making it easier for everyone involved, from Support to IT to supervisors and agents.

4. Ease In Tracking Performance

With the recording of inbound and outbound calls, managers can keep an eye on how agents are interacting with customers over call. And by using analytics tools, it’s easy to get insights into customers, and trends, and generate reports.

Salesforce CTI Pricing

The pricing for Salesforce Computer Telephony Integration (CTI) differs and depends on several factors, including the size of your business, the number of users, etc.

Though, CTI as a feature comes with Salesforce Service Cloud you will only be able to avail it in Professional, Enterprise, and Unlimited editions.

The pricing for Salesforce Open CTI can increase a few dollars per user per month with an increase in additional functionality in each edition.

Additionally, some third-party vendors offer alternative CTI solutions that integrate with Salesforce, and these options may also have different pricing models.

Wrapping It Up

In conclusion, Salesforce CTI integration can benefit businesses by streamlining communication and enhancing customer experience. Resolving customer queries, complaints, and requests has become the cup of tea of each representative in your team, and CTI is one element that ensures customers are hanging up with all the answers they are looking for.

What’s better is taking the help of an experienced Salesforce Integration Partner who has performed Salesforce CTI Integration many times and knows how to remove obstacles in case of occurrence effortlessly. When you leverage their Salesforce integration solution, you can make the integration process seamless.

But why spend another moment looking for the right integration partner when you can schedule a call from this page and get the Salesforce CTI Integration amicably?

Book a call right away.