So if you want to try CTI Integration with Salesforce, how do you get started? How does CTI Integration with Salesforce work? Your agents will have the necessary context to provide the best possible service, and will be equipped with the technology to help streamline interactions and improve productivity. Users can also create reports based on the tracked call metrics, with the ability to tie different inbound numbers to different marketing campaigns so you can properly attribute your marketing spend.īy integrating CTI for Salesforce, you can move from a siloed and disjointed approach to customer interaction to a cohesive, integrated sales and customer service strategy. The telephony feature allows users to record calls, listen to the recordings, and look through the script within the Voice functionality. The CTI integration also makes for easier quality control. That’s ideal for employees in training, as well as for providing additional support on important sales calls.
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Trying to decide how to configure your system? We can help!ĭuring the course of each call, managers can use the “whispering” feature to listen in and send notes to their agents through the Salesforce dashboard, providing real-time feedback without interfering on the calls. Any notes your agents take during the course of the call will be automatically logged and added to the customer’s Salesforce record.
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Your agents will have full control of call options within the dashboard, including placing the customer on hold, transferring to another agent, and adding people to a conference call. Your agents can also improve their own productivity by making outbound calls with just a click within the Salesforce dashboard, eliminating the need to dial manually. That will help ensure that your agent will be able to resolve their issue quickly and efficiently, providing a great customer experience. Rather than asking the customer to provide information they’ve already shared with the agent’s colleagues, your agent will be able to instantly route the call to the right party, or handle the call and solve the customer’s problem with full knowledge of their previous interactions with your company. That means if a prospect or customer is on the line, your agent will be able to see their entire account history, including purchases they’ve made and previous calls that they’ve logged and the issues that have been addressed. The CTI integration connects seamlessly with your Salesforce dashboard, enabling your agents to instantly access Salesforce CRM data for inbound calls. What are the benefits of Salesforce phone integration?įirst, why consider integrating your calling system with Salesforce? Computer-telephony integration is a no-brainer for your business, helping your agents get better context for their calls, lower their handle times, and increase customer satisfaction. Here’s a look at how Salesforce telephony integration works. Curious how integration can benefit your organization? Our team is here to help! Learn more. With this Salesforce VoIP integration, you’ll be able to make calls directly over VoIP from your Salesforce online dashboard, and have them automatically logged. Salesforce’s Computer Telephony Integration (CTI) is the solution to this problem. That can leave gaps in your knowledge of how to manage your customer relationships, leading to poor customer service or to promising deals falling through. Even for calls that are properly logged, you may not have detailed context of the call or outcome. If your sales reps and customer service agents are talking to customers on the phone, they’ll need to manually log the calls in Salesforce, and may not always remember to do so or input correct data. You’re likely using Salesforce’s CRM to manage your communications with leads and customers online-but not all communication occurs through digital methods.