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Salesforce CTI Integration
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Salesforce Health Cloud Implementation
Make your customers feel valued by providing them a personalized and one-on-one experience with the help of Salesforce CTI Integration.
At Cyntexa, we offer Salesforce CTI integration to help you set up and manage your call centers with the integration of your servers and applications with your telephone systems.
Our Salesforce CTI Developers offer integration services to build an application that is customized for your company’s specific needs. We can help you improve your services by addressing the specific needs of your customers and saving time by integrating Salesforce Call Center with the use of a browser-based JavaScript API.
How can Salesforce CTI Integration help you provide a better customer experience?
- Provides features like call logging, customer data, direct dialling, CRM function, and call control
- Call logs are saved with Computer Telephony Integration Systems to access the logs and call back if you miss
- Detects the account records of the customers for better assistance
- Automatically detects numbers and allows to call without copying
- The calls get logged on into the CRM & data is available for future use
- Make outgoing calls, hold calls, or add people to conference call with ease
Our Offerings
Salesforce Open CTI Tools
Open CTI is a device produced by Salesforce. It allows you to incorporate outside CTI frameworks without downloading any CTI specific applications. Salesforce Open CTI is based upon a concept that allows designers to utilize cloud engineering to its full potential. One of the most important components for this procedure is an Open CTI API.
Telephony service provider APIs
Unlike the old method of working with Salesforce Computer Telephony Integration Systems, It does not require you to download service-provider specific adapters. Salesforce Open CTI thus enables you to work with ease so that you do not face any troubles in adapting the cloud architecture of Salesforce.
CRM and CTI
We use the integration of CTI and CRM to simplify the purchasing, setup, and integration of your contact center. This integration makes work easier for call center supervisors so they can route and answer calls faster and smarter. It also allows one to optimize call volumes with CTI running inside the Salesforce Service Cloud along with their social and web channels.
Service Cloud Voice
Salesforce offers a productive and consistent way of service experience for the customers on every call by providing your service agents with instant access to a current and complete view of the customer. Salesforce Service Cloud Voice gives the agents tools and insights that facilitate them in a way that they can close cases at a faster rate. This is made possible with Salesforce Einstein that allows working from a single source of data on an integrated platform.
AI-powered phone Calls
With Computer Telephony Integration, you can reduce the average call handle times and use voice transcription tools and AI-powered agent recommendations to provide a better customer experience. Service supervisors can experience the ease of viewing voice and CRM data with transcriptions in real-time.
Personalized Services
Salesforce Computer Telephony Integration provides you with accurate and real-time data on your customers that can help you improve on the customer experience with the use of the previous data while handling their calls. The customers do not have to wait for you to find out more about the issue or to get transferred to other departments for their queries. The customers and supervisors save time and effort with the help of this personalized service.
Our Offerings
Salesforce Open CTI Tools
Open CTI is a device produced by Salesforce. It allows you to incorporate outside CTI frameworks without downloading any CTI specific applications. Salesforce Open CTI is based upon a concept that allows designers to utilize cloud engineering to its full potential. One of the most important components for this procedure is an Open CTI API.
Telephony service provider APIs
Unlike the old method of working with Salesforce CTI Computer Telephony Integration Systems, It does not require you to download service-provider specific adapters. Salesforce Open CTI thus enables you to work with ease so that you do not face any troubles in adapting the cloud architecture of Salesforce.
Service Cloud Voice
Salesforce offers a productive and consistent way of service experience for the customers on every call by providing your service agents with instant access to a current and complete view of the customer. Salesforce Service Cloud Voice gives the agents tools and insights that facilitate them in a way that they can close cases at a faster rate. This is made possible with Salesforce Einstein that allows working from a single source of data on an integrated platform.
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CRM and CTI
We use the integration of CTI and CRM to simplify the purchasing, setup, and integration of your contact center. This integration makes work easier for call center supervisors so they can route and answer calls faster and smarter. It also allows one to optimize call volumes with CTI running inside the Salesforce Service Cloud along with their social and web channels.
AI-powered phone calls
Personalized Services
Our Process
We help you boost your brand.
LISTEN
STEP 1
Our Consultants will get in touch with you to understand your telephony architecture. They would review your telephony architecture and then present an outline CTI use cases for your organization that might work out best for you.
SUGGEST
STEP 2
Based on the outline decided upon, we would help you navigate into your CTI Computer Telephony Integration and find a partner for the same. We would further discuss the best practices for deployment and partner selection processes.
IMPLEMENT
STEP 3
Lastly, we would review the telephony architecture decided upon for your organization and the key use cases. We would then work with you to list about 3 partner options and open up your CTI deployment practices thus introducing you to a better Service experience and enhanced creativity.
ITERATE
STEP 4
We strive for continuous improvement instead of perfection. Hence we listen to your feedback and according to that, we focus on making improvements continuously within each milestone, sprint, and release.
What makes us
different from others?
We believe that the way you define yourself is the way the world perceives you. Hence we define ourselves as innovative leaders when it comes to Salesforce CTI integration, customization, and development which is clearly justified by the numbers mentioned below.
Creative Design
Web Design
Web Development
Our Portfolio
Awesome
Reviews & Comments
Quick and Effective Service!
Devin Bostick
CEO
LuckyTruck
Expert Team!
Bryant Lau
Founder
Funnel Guage
The best experience & support!
Boris Grinberg
Managing Partner
AccoLend
Excellent, hard-working team!
Anil Jogani
Sr. Director Field Operations
MetricStream
Quality & Quick Project Delivery!
Kristin Harris
Project and Process Development Manager
Abstrakt Marketing Group
Top Team!
Idea Center
Frequently
Asked Questions
CTI stands for computer telephony integration systems. It describes the practice of tying phone systems with the computer systems of an organization. It enables users to do a wide range of things that improve their sales and services.
Salesforce open CTI is a JavaScript API that allows the users to build and integrate third-party computer-telephony integration systems with Salesforce Call Center. It allows users to make calls from a softphone directly in Salesforce without installing CTI adapters on their machines.
Salesforce CTI enables call center representatives to easily manage
phone calls and manage the data-driven needs of the customers. It uses advanced phone controls on computers, intelligent call routing, caller authentication, call monitoring, data recording, and automated dialling to make the calling experience more enhanced for the customers as well as the service representatives.
A Salesforce CTI server is known to be the backbone of its system. It is the server where the operating system, CTI applications, and the IP PBX of an organization runs. A large chunk of an organization’s data is saved in the server.
Some of the most important applications are:
- Pop-up screen
- Speed Dialing
- Phone Control
- Call Routing
- Call Transfers
- IP Telephony and Conferencing
- Call Reporting Functions
- Interactive Voice Response (IVR)
Salesforce CTI integration can help you achieve:
- Improved Service agent productivity
- Enhanced Call Routing
- Toolbar integration with Multiple Tabs
- Call and Data monitoring
- Efficient Service Networks
- Increased First Contact Resolution (FCR) rate
Salesforce CTI helps businesses improve their sales and services by-
- Identifying and routing incoming calls to the right department
- Logging and recording calls for quality assurance and compliance
- Offering screen pop-ups to the agents with information about the caller
- Embedding a softphone dial pad into the Salesforce interface to facilitate calls using VoIP (voice over internet protocol) or traditional PSTN (public switched telephone network)
- Enabling agents to click-to-dial or auto-dial contacts
- Monitoring and measuring key performance indicators like average handle time, first-call resolution, dropped call percentages, etc.
Some of the well-known benefits include:
- Helps sales teams close more deals and service teams improve overall customer satisfaction
- Sales reps can make more calls and reach more prospective customers
- Sales reps can use information stored in the CRM to personalize conversations with customers and prospective customers
- Customers can use self-services or access routing tools like interactive voice response to reach the appropriate agents
- Service teams can reduce call handle times and increase first call resolution rates
- Enables operators to call clients directly from the CRM, eliminating the chance of errors or misdialing
- Service representatives get their solitary username and password verification so they do not need to switch between applications again and again
- The data gets synchronized continuously, guaranteeing the operators use updated data
We at Cyntexa, make sure that our Salesforce experts in CTI personally look into your business to help you implement CTI into your Service cloud and improve your productivity.
Salesforce Open CTI integration is a toolkit that allows the users to integrate third-party CTI systems without downloading the specific service provider adapters. It is also browser-based and can use browsers as clients for the CTI interface. It uses telephony service provider APIs.
There are two processes by which Salesforce can be integrated with CTI.
These are:
- Integration using open CTI tools: Salesforce Call Center empowers the user to incorporate outsider CTI frameworks.
- Integration using Telephony service provider API: Telephony Service Provider API sets IP calls to custom Apex classes, Salesforce CTI connectors, and Visualforce classes.
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