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.
Make way for enhanced productivity
Have personalized customer interactions and improve your productivity with
Salesforce CTI Integration
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 Integrations 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.
Salesforce Open CTI Tools
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 Process
We not only help you boost sales;
We help you boost your brand.
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.
50+
Salesforce Integrations
10+
Industry Specialization
10+
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
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See What They Say About Us
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The gateway to your success is just a call away.
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 contact
- 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.
