Everything You Need to Know About Salesforce CTI Integration

Customer satisfaction, like anything worth having, is about timing. Every second lost in the process of helping your customers can trigger negative reviews and eventually, a bad reputation for your company. Whether you are onboarding a new customer or retaining existing ones, you have to nail the timing. This is easier said than done.

In a world, where timing is paramount, technology has to be at the forefront. One technology that could save you a lot of time in a contact center is the CTI connector. The one that Salesforce offers can help you deliver optimum customer service on time, every time.

What is Salesforce CTI Integration and how can it benefit customer service?

Customer service is an extensive industry. There are a lot of factors that go into making a refined customer experience. And most of them have to do with data management.

A CRM, for instance, keeps track of all the customer data in one place. This data includes past purchases, previously raised complaints, customer journey mapping, and more.

The Salesforce CTI Connector identifies all the relevant data from the database (CRM) and presents it to you as soon as you connect with a customer, for a comprehensive interaction.

What is a CTI?

CTI stands for Computer Telephony Integration. It connects your telephony system with your computer, allowing you to make and receive calls directly from your screen. It also keeps track of the call logs and other call-related information.

In a contact center setting a CTI connector plays a very important role. It takes away the need for a physical phone, bringing all the call features directly to the agent’s screen.

What is Salesforce CTI Integration?

Simply put, Salesforce CTI is CTI embedded in Salesforce. So, CTI for Salesforce allows agents to retrieve data from Salesforce and lead contextual conversations.

So for instance, if a customer is calling to address a concern with a new purchase, Salesforce CTI will automatically update all the relevant information about that particular customer on the agents’ screen, allowing them to understand where the customer is coming from and what concerns they might be facing.

So, primarily Salesforce CTI connects Salesforce CRM with a telephony system, allowing you to be up to date with relevant customer information as soon as they connect with you.

Besides the integration, Salesforce CTI also brings additional features like ScreenPop and Click to Dial. Moreover, you also have features like call recording, call transfer, hold, and more for a detailed reporting process.

Salesforce CTI may also allow third-party integrations, dramatically expanding what you can attain with a CTI connector.

Salesforce CTI Features

Let’s take a look at CTI features that make it a must-have technology in contact centers:

⦿ ScreenPop – the ultimate CTI connector that transforms your agents’ experience! No more juggling screens; imagine relevant customer details from Salesforce CRM magically appearing the moment your agents make or receive a call. Streamline your workflow, enhance efficiency, and enjoy seamless interactions without the screen-switching hassle.

⦿ With the Click to Dial feature – manual dialing becomes a thing of the past. Picture your agents effortlessly making calls from a list of leads, saving hours and allowing more time for meaningful conversations.

⦿ Enter the spotlight, Call Logging – Automatic recording of all inbound and outbound calls eliminates frantic note-taking. Let your agents focus on engaging conversations while the CTI connector effortlessly maintains a comprehensive call history.

⦿ Supervisor Capabilities – take center stage, offering control and guidance. Picture silently listening in on calls, intervening when necessary, and discreetly guiding agents to ensure effective communication. Become the maestro orchestrating a symphony of successful calls.

⦿ Elevate your team’s productivity with our Productivity Add-ons – From accessing a knowledge base to creating tickets and personalizing agent dashboards, customize your CTI connector with productivity-enhancing features that align with your unique needs and industry requirements. ScreenPop is not just a connector; it’s your team’s productivity companion!

How Does a CTI Work?

CTI software employs VoIP (voice over internet protocol), which allows your computer to serve as an extension of your telephony system. CTI works as a part of the larger tech stack–used to streamline customer service. This tech stack often includes a CRM, ITSM, or any sort of database along with the telephony system.

Let’s breakdown this further:

Firstly, CTI enables ScreenPop and Click to Dial, allowing for quick relevant information display during calls and a single click to connect to a customer, respectively.

The other aspect of CTI has to deal with the communication between your CRM and CTI software. Once you have set up your Salesforce CTI connector, it will converse with your Salesforce CRM and keep track of essential data like phone calls, allowing you to improve your reporting and analytics aspect as well.

Lastly, there is space for third-party integrations. With third-party integrations, you can transform your CTI into a much more refined and upgraded piece of software.

Salesforce CTI Integration: Brief Set-up Guide

Here are a few things to keep in mind when setting up your Salesforce CTI:

Setting up Salesforce CTI (Computer Telephony Integration) is a strategic move that can greatly enhance your sales and customer service processes. Here are key considerations to keep in mind when setting up Salesforce CTI:

Integration Requirements:

• Understand the specific needs of your business and how CTI aligns with your sales and customer service workflows.
• Identify the key telephony features you require, such as click-to-dial, call logging, screen pops, and call routing.

Compatible Telephony System:

• Ensure that your existing telephony system is compatible with Salesforce CTI. Common systems include Avaya, Cisco, and Twilio.
• Verify if additional hardware or software is needed to enable seamless integration.

Data Security and Compliance:

• Consider security measures to protect sensitive customer information.
• Ensure compliance with data protection regulations such as GDPR or HIPAA, depending on your industry.

User Training and Adoption:

• Provide comprehensive training for your team to effectively use the new CTI features.
• Address any concerns or resistance to change among users to ensure smooth adoption.

Customization and Configuration:

• Customize Salesforce CTI to align with your specific business processes.
• Configure screen pops to display relevant customer information and streamline agent workflows.

Scalability:

• Consider future growth and ensure that the chosen CTI solution can scale with your business.
• Evaluate whether the CTI system can accommodate additional users, features, and integrations as your organization expands.

Reporting and Analytics:

• Leverage Salesforce reporting and analytics tools to gain insights into call data, agent performance, and customer interactions.
• Set up dashboards to monitor key metrics and identify areas for improvement.

Mobile Accessibility:

• Evaluate the mobile compatibility of the Salesforce CTI solution.
• Ensure that your sales and support teams can access CTI features on the go through mobile devices.

Customer Experience Enhancement

• Focus on how CTI can enhance the overall customer experience.
• Implement features like intelligent call routing to connect customers with the right agents quickly.

Continuous Monitoring and Optimization:

• Regularly monitor the performance of your Salesforce CTI implementation.
• Gather feedback from users and customers to identify areas for optimization and improvement.

Salesforce CTI Benefits

1. Unified Customer Interactions

Unlock a seamless connection between your telephony system and customer management platform with a cutting-edge CTI connector. Experience a unified approach to customer interactions, eliminating the need to juggle between windows. Now, you can access all customer information directly on the Salesforce screen, complete with a built-in telephony control to lead personalized calls that leave a lasting impression.

2. Automated Efficiency for Superior Service

The CTI connector isn’t just about convenience – it’s a powerhouse for automation. Streamline tasks like call logging, resulting in reduced Average Handle Time (AHT) and enhanced First Contact Resolution (FCR). Let your agents focus on what matters – delivering exceptional service, with the tedious tasks handled seamlessly in the background.

3. Empowering Agents with Advanced Call Control

Experience a paradigm shift in call control with the Salesforce CTI Connector. Elevate your agents’ capabilities with a unified telephony interface equipped with features such as hold, mute, transfer, conference, automated call logging, single sign-on, click-to-dial, call disposition, notes, and more. Empower your agents to handle high call volumes with confidence, ensuring they are well-equipped to provide the ultimate customer experience.

4. Fostering Collaboration Across Departments

Building a service culture involves more than delivering exceptional service – it requires a collaborative approach. Advanced CTI connectors enable real-time monitoring features like Barge-In, Whisper-In, and Silent Listener. Supervisors can seamlessly assist agents during and after calls, fostering a collaborative and supportive environment on the call center floor.

5. Cost Reduction and Increased Productivity

Time is of the essence for both agents and customers. Long call durations often result in unsatisfied customers and demotivated agents. Salesforce CTI integration streamlines access to relevant information, allowing agents to swiftly resolve calls and deliver value-based solutions. Bid farewell to concerns about long calls and embrace a future of efficient and effective customer service.

6. Insightful Reporting and Analytics

Track Key Performance Indicators and planned metrics to identify gaps in the customer experience. Leverage comprehensive call reports to view performance numbers, analyze insights, and make data-driven decisions. The Salesforce CTI connector provides access to call logging, call history, purchase history, and opportunities, enhancing business processes and decision-making.

7. Crafting a Personalized Customer Experience

Personalization is not just a preference; it’s a necessity. The Salesforce CTI integration introduces the ScreenPop feature, offering agents a glimpse into caller information at the start of each call. Whether it’s addressing customers by name or swiftly handling new customer details, ScreenPop reduces average handle time, leaving customers delighted with personalized service.

Wrapping it Up!

Salesforce CTI can drastically improve customer service by helping you save time. Since their inception, CTI connectors have been catalysts for transformative change in contact center performance. To grasp their significance, envision a contact center operating without the seamless integration provided by CTI.

In this scenario, your agent receives a call and immediately asks the customer on the other end to hold so they can fumble through various windows to identify the caller and understand their concerns. Often resorting to direct queries about names and issues, agents may unknowingly fuel customer frustration. For those who have engaged with your customer service before, the redundancy of repeating information adds to their irritation. Meanwhile, the on-hold duration adds a negative impact to the agent’s portfolio. Not to mention, the amount of time this process takes.

On the agent’s end, the absence of a CTI connector leaves them in the dark. Unaware of the caller’s identity or purpose, agents resort to inquiring and navigating screens, hoping to stumble upon pertinent details.

What does this result in? — uninformed agents, prolonged average handling times, and a customer base increasingly dissatisfied.

How does a CTI connector come to the rescue? Picture a scenario where agents gain instantaneous access to relevant information on their CRM screen the moment a call is initiated or received. Enter ScreenPop, an inherent feature of CTI connectors that ‘pops’ pertinent information, paving the way for contextual conversations.

Agents can also leverage the Click to Dial feature, allowing them to make and receive calls directly from the CRM screen. This streamlined approach drastically improves efficiency and customer interactions.

In a world driven by customer-centricity, embracing the capabilities of a CTI connector becomes paramount. Elevate your contact center from a state of uncertainty to one of informed, efficient, and customer-centric operations.

Explore NovelVox’s Salesforce CTI!

You can integrate your telephony system with your Salesforce CRM and improve on major call center KPIs including AHT, FCR, and CSAT, as well as agent and customer experience. A simple telephony integration with Salesforce will bring you a range of benefits that will translate into all aspects of your contact center operations.