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Salesforce CTI Integration | Smaartt Digital Consulting

Find out the steps to do Salesforce CTI integration. For more information visit us at https://smaartt.com/

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Salesforce CTI Integration | Smaartt Digital Consulting

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  1. Salesforce CTI Integration Smaartt Digital Consulting

  2. What is Computer Telephony Integration? • Computer Telephony Integration (CTI) is about connection your phone system with the computer system. Improve sales and service with CTI data connector with the following: • Identify and route incoming calls to the right department or person. • Log, record, and store calls for QA and compliance. • Enable agents to auto-dial contacts or use click-to-dial option.

  3. Continued… • Embed a soft-phone dail pad into your Salesforce Interface for Voice Over Internet Protocol (VoIP) calls or the traditional PSTN (Public Switched Telephone Network). • Provide pop-up screens to the agents with caller information, and on account, open cases , and call history. • Track and measure the Key Performance Indicators (KPIs) such as average handle time, first-call resolution and percentage of dropped calls.

  4. What are the Benefits of CTI with Salesforce? • CTI for Salesforce helps in improved customer satisfaction by customer service reps and closure of deals by the sales team. • Convert the leads into sales by personalized conversations with prospects, stored in the CRM. • Click-to-dial and automated dialing helps the sales reps to connect to the prospects over a phone call. • Reach out to the right live agent through self-service or Interactive Voice Response (IVR) system. • Offer skill-based routing through the system. The system can direct calls to agents with options such as “next available agents” or agents who have a specific skill set for resolving some problem. • Work on calls based on information stored in the CRM and also updated from time to time through dynamic call routing.

  5. How does CTI Integration with Salesforce Work? • CTI Integration with Salesforce works in two ways, and these are: • Use Open CTI tools: Open CTI, also known as Salesforce CRM Call Centre, is a tool developed by Salesforce.com. It helps in integration with third party CTI systems. The best part of using the software is that it is browser-based and enables the developers to take full advantage of the cloud architecture. The following are essential for Open CTI: • Knowledge on JavaScript, CSS, HTML, CTI Adaptors, Visualforce APIs, and Salesforce CRM Call Centre. • Use a component called Salesforce.com Open CTI API. • Use Asynchronous JavaScript Asterisk Manager (AJAM), customized and deployed in the server.

  6. How does CTI Integration with Salesforce Work? • Telephony Service Provider APIs • The earlier vision of Salesforce with desktop telephony system had technological limitations in the form of CTI-to-desktop model and not CTI-to-Desktop-to-Browser model, which reduced the time lag. Now, Telephony Service Provider APIs are used. It uses the following components for connecting to calls. • Integration adaptors of Telephony Service Provider APIs. • Custom Apex classes • Visualforce classes • Salesforce.com CTI Adaptors

  7. Why Choose Us? • We follow a customer-centric approach and with years of experience working on Salesforce, we guarantee successful and timely deliveries of your projects regardless of the size of complexities. • We are one of the Salesforce development companies in UAE. The team follows a global delivery model ensuring we learn as much as we can about your business processes followed by implementation of scalable and cost-effective solutions. • At Smaartt Digital Consulting, we provide both onshore/offshore development and support solutions.

  8. Are you Looking for a Trusted Digital Transformation Partner? – Contact Us For more information visit https://smaartt.com/ Write to us at info@smaartt.com Call us at +971 4 273 6950

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