Computer Telephony Integration (CTI) with Salesforce | QR Solutions

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COMPUTER TELEPHONY INTEGRATION (CTI) WITH
SALESFORCE
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Salesforce is a top rank CRM, and a service cloud
(Help Desk). Open CTI is a term that refers to
modern technology that enables CRM to interact
with PABX (Telephone Systems or VOIP). A CTI
(Computer Telephony Integration) is mostly used
in large enterprises, call centers or contact
centers with the aim of improving
productivity,. The Salesforce CTI integration
offers a powerful link between modern telephony
systems and computer devices. The CTI tool
enables sales, service and support teams to
receive and make calls using a laptop, mobile, or
desktop. In the past days, CRM users needed a
CTI adapter to access telephony system functions
and features. A new CTI integration tool is a
JavaScript API that allows users to integrate all
other CTI systems.
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Integration of Salesforce and CTI
Enterprises will gain some advantages when they
integrate Salesforce and CTI. Screen-Pop The
connection of CTI and Salesforce will pop up all
the data about the customers on the agents
screen right before the customer service agent
has answered the call. This one could be a
delightful feel for customers. Click-To-Dial CTI
integration tool converts the mobile or phone
number fields into a clickable source. It reduces
manual works and the possibility of dialing wrong
customers.
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Intelligent Routing CTI creates a customizable
protocol that assigns who is responsible for
incoming calls and outgoing calls. Accurate
Reporting It generates up-to-date and accurate
reports for outbound and inbound calls with all
the entered data. Multi-Tenant System This
cloud-based system ensures all the agents are
using the same system and there is no
inconsistency of data or usage.
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Benefits of CTI and Salesforce Integration

• The CTI integration helps enterprises in more
  ways, such as
• Helps in improved customer satisfaction by
  customer support reps and sales team Convert
  quality leads into sales by personalized
  connection with prospects Automated dialing and
  click-to-dial helps the sales team to connect to
  the prospects over a telephone call
• Reach out to the live agent through Voice
  Response System (IVR) Work on calls based on data
  stored in the Device or CRM
• Provide skill-based routing

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