In this era of digital communication, businesses are flooded with communication from across channels. It is the time when customers don’t wish to be recalled as a customer id, they want personalization in every interaction. You would be surprised to know that more than 50% of consumers switch to competitors in the absence of personalization. With tools like CTI with Salesforce, they make every interaction value-driven.
CTI (Computer Telephony Integration) with Salesforce CRM
Maintaining customer interaction and offering instant replies is the need of the hour. If you belong to the customer service industry, having a strong CTI a.k.a Computer Telephony Integration software becomes the need of the hour.
According to Business Research Insights, the CTI software market is expected to grow to 12.56 billion by 2026. . Behind this exponential growth, there are few substantial reasons, some of them are listed as follows –
- It can easily integrate Salesforce CRM with a phone system.
- CTI gives phone operators full control of their systems enabling them to specify orders automatically.
- Strong integration with channels like SMS, online chats, emails, etc. makes the customer service process powerful.
- Salesforce CTI integration enables service agents to make & receive calls directly from within the Salesforce ecosystem.
- You can keep clients’ records and manage every single one smoothly.
- Salesforce integration services for CTI software facilitate service agents to track customer interactions in real time.
- CTI with Salesforce empowers sales teams, customer success teams, and calling agents equally.
Customer Telephony Integration (CTI) with Salesforce – The Key Features
Equipped with a suite of strong features, CTI software should be a number one choice to experience improved customer efficiency and enhanced customer service. Here are the top features you should consider before you invest in Salesforce integration services for Customer telephony integration software –
Computer Telephony Integration (CTI) software offers a range of features that enhance communication efficiency and customer service. Here are some key features:
Click-to-Dial
CTI for Salesforce allows agents to initiate outbound calls directly from within the Salesforce CRM ecosystem by clicking on a phone number. It leads to saving time and increasing productivity.
Screen Pop
Whenever a call is received, CTI software automatically displays customers’ information on your service agents’ screen whenever they receive a call. It facilitates personalized interactions and rapid issue resolution.
Call Routing and Distribution
Through Salesforce integration with CTI software, businesses can route the calls to the most suitable agent based on skills, language, or other criteria, improving first-contact resolution rates.
Embedded Call Controls
Service agents can manage calls directly from within their Salesforce system without switching between tabs.
Call Recording and Analytics
Users can seamlessly conduct call monitoring, recording, and real-time reporting with CTI and Salesforce. The software also provides insights into agent performance and customer interactions.
Integration with CRM and Other Systems
Seamlessly integrates with CRM, helpdesk, and other operational systems to ensure all relevant customer data is accessible to agents.
Omnichannel Support
The integration of CTI software with Salesforce enables cross-channel integration of communication channels like voice, email, chat, and social media into a unified interface for comprehensive customer engagement.
Automatic Identification of Callers
It helps users automatically identify callers by cross-referencing their details from Salesforce databases, reducing the need for repetitive questioning.
Call Monitoring
Allows supervisors to monitor live calls, providing real-time assistance when needed and enhancing training opportunities.
Automated Dialing
Enables agents to connect with more customers in less time through automated outbound dialing, enhancing business outreach and revenue.
Salesforce integration with computer telephony services enables businesses to experience a plethora of growth. Here are a few advantages –
- CTI for Salesforce helps you deliver a better customer experience.
- It will also help you with live call routing and analytics.
- It ensures that queries are getting resolved on time and by the best agent resource.
- When you add Salesforce with CTI software, you will experience smooth omnichannel communication.
- CTI and Salesforce together improve agents’ performance by facilitating automation in the customer service process.
- There will be more accurate and consolidated data.
The Best Ways to Leverage CTI Integration Salesforce and Future Impacts
Salesforce integration services for the CTI software ensure you harness the full potential of the software. And to achieve this, you should follow a well-planned approach that starts with wisely selecting the best available CTI services. It establishes the foundation of success.
While picking the best CTI services, never forget to analyze your business requirements. Because every business has unique needs.
The success of Customer Telephony Integration also depends on how efficiently your users are utilizing the software. Therefore, imparting thorough UAT becomes a necessity.
Continuous evaluation and improvement in the process ensure the success of the Salesforce for CTI.
P.S – Do not forget to comply with security and compliance. The safety of customers’ data is paramount.
Conclusion
Ever since AI has become the part of Salesforce ecosystem, things have gotten more interesting. With AI-driven chatbots, predictive dialing, and sentiment analysis, CTI integration with Salesforce will be a game changer.
Are you ready to experience higher sales, better customer experience, and agility in your customer service process? Are you ready to empower your customer success teams? It’s high time you embrace CTI and hire a Salesforce integration company like FEXLE.
Our expertise in CTI integration with Salesforce ensures you stay ahead of the competition and helps you deliver unparalleled customer service.
