Customer satisfaction and sales performance are greatly helped by a number of factors. The most recent technology, CTI (Computer Telephony Integration), is one of the key contributing factors. Even while alternative communication channels like chat, text and social media are more popular, phone conversation remains the finest medium for summarizing one’s pain-point or concerns.
Using CTI, Salesforce can be connected with telephone systems through external web service so businesses can perform the following tasks:
- Respond to incoming phone calls
- Make an outbound call with a click-to-call extension
- Use multiple lines at the same time to maximize efficiency
- Callers can be put on hold
- Track the status of inbound and outbound calls
- Transferring the caller
- Set the status of your availability
The newest telephony technologies can now be linked with Salesforce, allowing you to connect your telephone service straight to Salesforce CRM. If a customer calls your business, the CTI linked with Salesforce will present data and information about the caller, such as Account, Contact, Lead and extra information.
The following feature is call routing, which identifies which user/agent will receive the call. A screen popup with all the information retrieved from Salesforce CRM account is shown at the same time. As a result, they are able to quickly resolve the customer’s issue and shorten the call durations. At that point, the call is recorded and saved by the cloud telephony service operator, and a link to the tape is also provided for future reference.
The processes of dialing, initiating, and monitoring a call are fairly straightforward with softphone software. Each time a call is started, the connection links to a CTI provider. Service providers link end-users before initiating a phone conversation so that extra procedures like recording or monitoring can be carried out.