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Make way for enhanced productivityHave personalized customer interactions and improve your productivity with
Salesforce CTI Integration

Provide experiences that are unforgettableShow your customers you care with
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

Our Salesforce CTI experts developers have in-depth knowledge and experience in CTI integration that can help your business reach higher levels of productivity and customer satisfaction in a more optimized and effective way.
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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.

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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.

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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.

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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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Artificial intelligence connects modern technology.
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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.

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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

We have in-depth knowledge and expertise in Salesforce Sales Cloud to help your business reach heights in a more accelerated, optimized and effective way.
https://cyntexa.com/wp-content/uploads/2020/05/Open-CTI-Tool-Green-320x320.png

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.

https://cyntexa.com/wp-content/uploads/2020/05/TElephonic-Service-Provider-API-Green-1-320x320.png

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.

https://cyntexa.com/wp-content/uploads/2020/05/salesforce-voice-cloud-Green-320x320.png

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.

https://cyntexa.com/wp-content/uploads/2020/05/AI-Powered-Phone-Call-Green-320x320.png

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.
https://cyntexa.com/wp-content/uploads/2020/05/Personalized-Services-Green-320x320.png

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 Process

We not only help you boost sales;
We help you boost your brand.

LISTEN

STEP 1
We do not listen to answer but to understand.

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
We believe in not only solving the problem but also the cause of it.

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
We are not your vendors but your success partners.

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
Your dream becoming reality makes us happy.

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.
salesforce-CTI

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.

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Salesforce Integrations
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Industry Specializations
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Salesforce CTI Projects

Industries we serve

Health Care
Manage and optimize various tasks to provide a seamless experience to your customers. Now provide better services and communications experience using Salesforce CTI.
E-commerce
Now manage all of your sales and its data efficiently using Salesforce CTI and take your business to new heights.

Financial Services
Reach out to more clients and efficiently solve all of their doubts using Salesforce CTI.
Telecommunication
Expand the reach of your customer services and optimise customer experiences with Salesforce Computer Telephony Integration Systems.
Insurance
Now protect your clients, generate new leads, and provide better customer service using the Salesforce CTI Integration.
Retail
Reach out to potential customers and manage product delivery to increase sales. Automate numerous customer queries to ensure customer satisfaction.

Our Portfolio

Awesome
Reviews & Comments

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Quick and Effective Service!
Cyntexa is a high touch and results-oriented partner that executed a project quickly and with solid initiative. They hit our timeline, budget, and delivery objectives. Additionally, they were high touched and genuinely cared about the quality of our work (on our slack channel, hoping on early and late calls as needed). I would use them again.

Devin Bostick
CEO
LuckyTruck

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Expert Team!
Cyntexa has continuously demonstrated a high-level of Salesforce expertise and a willingness to go beyond what is necessary to ensure the project is a success.

Bryant Lau
Founder
Funnel Guage

AccoLend
The best experience & support!
The implementation of Salesforce at Accolend has been incredible. Cyntexa helped us to identify and relieve our biggest organizational pain points around the ways we were collecting, storing, and analyzing data, and worked with us to build the solution to our problems. Now we can take actions and shorten our delivery time. Since all The Cyntexa team members were skilled and worked fast, we enjoyed working with them and trusted their input. This is helpful for our Customers because they now have a deeper pool of experts to rely on.

Boris Grinberg
Managing Partner
AccoLend

MetricStream
Excellent, hard-working team!
I have nothing but praise for this team. I had a need to find a qualified person to do custom Salesforce Forecasting & Sales Insights for our Organization. Not only did they accomplish the goal but the team has a certified Salesforce expert that exceeded my expectations. The developer implemented the algorithms & formulas to my specífications, wrote test classes and provided documentation in a very timely and highly professional and friendly manner. Cyntexa has an excellent team of Salesforce developers who are hard-working and dedicated.

Anil Jogani
Sr. Director Field Operations
MetricStream

Abstrakt Marketing Group
Quality & Quick Project Delivery!
Very thorough when reviewing project requirements turns around quality work very quickly. Will definitely work with again. Great work, the project went very smoothly. Helped us take all of our data which was in multiple excel spreadsheets helped us load and integrate data and Customize and create fields in Salesforce.

Kristin Harris
Project and Process Development Manager
Abstrakt Marketing Group

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Top Team!
Cyntexa is hyper-communicative, fast and does a thorough job. Cyntexa was helpful in creating a strategy for our client and worked seamlessly as a part of our team to ensure successful project delivery and launch.

Idea Center

Let’s Discuss Your Project

The gateway to your success is just a call away.

Frequently
Asked Questions

What does CTI mean?

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.

What is Salesforce open CTI?

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.

How does Salesforce CTI work?

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.

What is a CTI server?

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.

What are CTI applications?

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)
Why do I need Salesforce CTI integration?

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
How does Salesforce CTI help businesses?

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.
What are the benefits of Salesforce CTI?

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
How do I enable CTI in Salesforce?

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.

What is CTI integration in Salesforce?

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.

How does the integration of Salesforce and CTI take place?

There are two processes by which Salesforce can be integrated with CTI.
These are:

  1. Integration using open CTI tools: Salesforce Call Center empowers the user to incorporate outsider CTI frameworks. 
  2. 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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