Over 150,000 businesses use Salesforce, which makes it the most widely used CRM system. You’d think that because it’s so commonly used, most enterprises make efficient use of this software.
However, many are surprised to learn that Salesforce has a JavaScript API that integrates third-party computer-telephony integrations (CTIs) with Salesforce Call Center. It’s called Salesforce CTI and has powerful potential to enhance the overall customer support and sales process.
Want to see what this API can do for you? Then read on for five things you should know about Salesforce CTI.
1. It Has Integration With Telephony Systems
If it wasn’t obvious from the introduction, then you should know that Salesforce CTI integrates your Salesforce CRM system with your telephony infrastructure. This will give you seamless communication between the two, which ensures that customer data and call-related information are synchronized.
You might be worried that the API can’t put its money where its mouth is, but rest assured that it supports various telephony providers and technologies. Things like Cisco, Amazon Connect, VoIP, and cloud-based phone systems can be integrated with Salesforce.
2. There Are AppExchange CTI Integrations
You can improve your sales calls fast by using AppExchange CTI integrations. Various CTI solutions from different vendors are available in the marketplace, and they offer specific features and functionalities to satisfy your business needs.
If you want options to view Salesforce native app here, then there are plenty to browse in AppExchange.
3. You Can Click to Dial
Your team can make sales calls much easier and quicker with the click-to-dial feature.
They can go into the Salesforce CRM and simply click on a phone number that’s associated with a lead, contact, or account. It’ll then automatically dial the number for your sales agent. This eliminates the need for manual dialing, which saves time and reduces dialing errors.
4. It Has Screen Pop and Call Routing
One of the best features of Salesforce CTI is the ability to perform screen pops. This is where relevant customer information from the CFRM is automatically displayed when someone gets an inbound call.
That’s not all either. Salesforce CTI can route incoming calls based on predefined rules. As a result, calls are routed to the most appropriate agents, and you’ll see your company sales go up.
5. Benefit From Call Dispositions and Notes
It’s easy to remember information while on a call, but that can quickly disappear from your mind when you hang up the phone and busy yourself with more tasks.
Ensure your sales team retains crucial data by using the notes function. After each call, they can add notes and add dispositions directly within Salesforce. This will help you track the progress of customer interactions and streamline the follow-up process.
Take Advantage of Salesforce CTI
If your company’s customer support and sales processes are lackluster, then it’s time for a change. Salesforce CTI can help with that, especially since it has so many wonderful features.
So if you haven’t heard of this JavaScript API before, then it’s time to explore it. After you’ve completed your telephony integration, you’ll improve business sales and see profits soar.
Hungry for more technology posts? Then keep browsing our blog page.
