In the dynamic CRM environment, it is crucial to harness the most effective tools to outcompete rivals. Salesforce CTI is already a robust solution, but there is always room for improvement and to take it to the next level. This is where 360 CTI comes in, providing enhanced features that turn your Salesforce CTI into a versatile communication tool. Now, let us take a closer look at five crucial aspects that will help you understand why 360 CTI can become the best addition to your Salesforce environment.
Upscaling Salesforce CTI with the Best Capabilities
1. Automated Call Transcript & Sentiment Analysis
There are many appealing aspects of Salesforce CTI integration using 360 CTI, but probably the most significant is the capability of automated call transcription and sentiment analysis. This capability not only cuts the time required but offers a wealth of information about customers.
Automated Call Transcripts
Transcribing calls manually is a tiresome and repetitive task that is also likely to cause mistakes and inaccuracies. At 360 CTI, all the calls that are received are automatically transcribed, making them accurate and saving time that employees would otherwise spend on typing. These transcripts are then saved right into the Salesforce system, which means they are easily accessible and viewable in case of reviewing past conversations.
Sentiment Analysis
It is important to analyze the emotional turn of customers’ communications to enhance the quality of service and satisfaction. Unlike other services, 360 CTI also has the sentiment of each call analyzed. This feature employs complicated calculations to determine if the customer has a positive, negative or neutral attitude. With the analysis of trends and patterns in the customers’ sentiments, it will be easier to address problems and enhance the quality of customer experience.
2. Voice Broadcast
Reaching out to a large audience can be difficult; however, Salesforce CTI integration with 360 CTI provides the voice broadcast solution. This feature enables you to record your message and broadcast it to a chosen list of people, making it perfect for announcements and more.
How Voice Broadcast Works
Voice broadcast involves recording a message and selecting the recipients from your Salesforce contacts. The system then sends the message to the chosen recipients at the scheduled time. The best part is that recipients receive these messages in the form of a call. This feature is particularly useful for:
- Announcing new products or services
- Sending reminders for appointments or events
- Conducting surveys or polls
Having these kinds of communications automated can help make it easier to reach more people and be more consistent with your message.
3. Click to Dial and Automated Task Creation with Recordings
Minimizing the time taken to make the calls plays a central role in ensuring maximum productivity. The Salesforce CTI integration using 360 CTI provides features like click-to-dial, which enables users to make a call directly from the Salesforce interface using a mouse click.
Click-to-Dial
Say goodbye to the tedious task of dialing and looking up numbers. The second advantage of click-to-dial is that it is much faster to dial customer numbers, and one can easily avoid some mistakes here. One aspect is that this feature is well incorporated into Salesforce to ensure it runs smoothly.
Automated Task Creation with Recordings
360 CTI takes productivity a step further by automating task creation. Every time a call is made or received, the system automatically creates a task in Salesforce and attaches the call recording. This ensures that all interactions are documented and easily accessible for future reference. Automated task creation helps:
- Track customer interactions
- Maintain accurate records
- Ensure timely follow-up actions
4. Power Dialer & Autodialer
Being efficient is one of the most critical aspects of sales teams. The 360 CTI for Salesforce telephony integration offers a Power Dialer and autodialer, which help improve call efficiency and allow your team to reach more prospects in the shortest amount of time.
Autodialer
The autodialer is a perfect feature to cut back on number dialing effort. Auto dialler facilitates back-to-back dialing for users, saving time and effort. Both the power dialer and autodialer features help increase call volume, improve lead conversion rates, and boost overall sales performance.
Power Dialer
Moreover, what sets the Power Dialer a notch higher than the others is it provides you with more control whenever you are dialing numbers in batches. The power dialer feature helps to make calls to multiple numbers that are usually chosen ahead of time.
Another striking feature is that after a call is made, the system then proceeds to dial the next number on the list. Users can control the flow of calls much better with the power dialer. They can skip a number in the continuity or cancel the queue if required. This reduces downtime between calls and allows sales representatives to focus on engaging with customers.
5. Call Monitoring
Quality assurance and training are vital components of a successful call center. 360 CTI’s call monitoring feature provides the tools needed to ensure that your team is performing at its best on calls. Did you know that 68% of customers wish to interact with businesses over phone calls? This makes superior call handling even more crucial for businesses.
Live Call Monitoring
Supervisors can listen in on live calls to evaluate performance, provide real-time feedback, and ensure that customer interactions meet your company’s standards. This is particularly useful for training new employees and coaching existing team members.
Call Recording and Review
It is also important to note that apart from live monitoring, all calls are recorded and saved in the CRM system, specifically Salesforce. This ensures that supervisors can listen to calls at their own convenience and organize training sessions based on areas that need improvement. Understanding how often to review and analyze calls will help you consistently provide the best customer service and refine your team’s abilities.
Why Choose 360 CTI?
What sets 360 CTI for Salesforce telephony integration apart is that it augments your current Salesforce CTI with additional features that make your work easier, faster, and more client-centric. Features include automated call transcription and sentiment analysis, voice broadcasting, click-to-dial and auto-creation of tasks with recordings, power dialer & autodialer, and call monitoring; 360 CTI ensures teams have what they need to do their best work.
Implemented into your Salesforce environment, these rich features deliver productivity improvements, better communications, and, most of all, superior Salesforce CTI. Do not opt for a simple service when you can have an all-in-one solution for your communication process.
Conclusion
Using modern CTI solutions is critical in today’s market to remain competitive. 360 CTI provides additional tools to optimize your Salesforce telephony integration and transform customer interactions into a positive experience. When you implement 360 CTI, you can improve your communication processes and bring your Salesforce CTI to a whole new level. You should try it and see how it feels to experience the best. Drop us a line at care@360smsapp.com or click here to contact us.
CEO Siddharth Sehgal is CEO & Salesforce Communication Guru. He helps businesses grow exponentially by putting their Salesforce CRM on steroids with his unique techniques. He is on a mission to help businesses build deeper relationships with their customers.
Siddharth Sehgal
