Help tele-sales teams with more context
and meaningful conversations
Unwanted calls can annoy your prospects and invite litigation.
360 CTI lets you manage users who aren’t interested in receiving calls with DND (Do Not Disturb) opt-outs in Salesforce.
If an agent is bulk dialing, the CTI will automatically skip the numbers and records that have opted-out of unwanted calls.
Salesforce CTI Integration is a process of combining computer telephony with Salesforce, which allows users to make phone calls in real-time through the computer inside Salesforce. Users can easily manage their call operations by accessing Salesforce data.
Salesforce CTI Integration syncs Salesforce and computer telephony data, allowing users to make calls and manage phone conversations using a consolidated view of Salesforce data. Salesforce CTI helps with automatic transcriptions of telephonic conversations. Accessing numbers stored in Salesforce records, users can build their customized list and put numbers on auto-dial to reduce manual dialing, allowing users to save time.
One real-life example of CTI is when a caller calls an agent for assistance; the agent connects the caller to the relevant department based on the query in no time. Besides, callers also have IVR configured for ‘Self-help,’ reducing calls in queue for customer-facing agents. These are a few real-life examples of how Salesforce CTI integration helps to serve customers better.
Salesforce CTI integration helps agents to handle every incoming call successfully using advanced capabilities like call routing, conferencing, call transfer, call forwarding, etc. Besides, it eliminates the need for repeatedly collecting the same information from customers and agents, as they can take notes while on call and perform necessary actions before and on due dates. Users can personalize conversations right off the bat as a pop-up shows the caller’s information in the event of an incoming call. Also, CTI integration allows users to configure IVR and provide self-help options to callers, which helps reduce call queues
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