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Enhance your business opportunities with Salesforce CTI Integration

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Salesforce CTI Integration

Are you looking to get the most out of your Salesforce partners integration? Want to make sure that all customer data and communications are centralized in one place? With a CTI integration added into your system, you can ensure that everything is always up-to-date and accessible anytime.

The benefits of an integrated CTI for businesses are countless; from streamlining sales processes to deepening customer relationships, this technology has plenty to offer—and all at an affordable price point! Keep reading as we explore how a Salesforce CTI integration can benefit your business opportunities.

Overview of Salesforce CTI Integration

Salesforce CTI integration is an advanced solution that combines the power of a computer telephony system with Salesforce’s cutting-edge customer relationship management platform. This integration allows agents to make and receive phone calls through a softphone app on their computer or mobile device, enhancing their productivity and efficiency.

Transactional emails play an essential role in building trust among new customers at the initial awareness stage of a sales funnel, informing them about upcoming sales or promotions, and setting an expectation about them. Klean Leads can help you gather the right target for you.

This feature not only streamlines the process for sales and support teams, but also enhances customer service by providing a seamless experience for clients. The Salesforce CTI integration is a game-changer for businesses looking to leverage new technology to improve their operations.

Deeper Dive into Salesforce CTI Features

Speed-dial buttons

Speed-dial buttons allow users to quickly access the most frequently used functions in a range, making their work so much easier. Not only can users add new buttons, but they can also remove, edit and sort them in any order they want. 

The functions can be accessed via the toolbar or the context menu, offering the flexibility to choose what works best for them. The list even supports multi-selection and drag&drop functionality.

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Screen pop on transfer

The screen pop on transfer feature allows your customer service team to have a reliable and efficient personal assistant at their fingertips. The CTI screen displays all pertinent information regarding the customer or prospect prior to call initiation, ensuring a seamless transition into the conversation.

It eliminates the need to fumble for files or ask repetitive questions. Your team is empowered to build meaningful & productive relationships with customers, while streamlining workflow processes.

Unified Cisco reporting

The Salesforce CTI facilitates advanced reporting and seamless integration with Cisco, ensuring supervisors can comfortably monitor their agents’ activities. The supervisor mode provides a bird’s eye view of overall team performance, which can be effortlessly broken down for individual agents.

Thus, the Unified Cisco reporting has become an essential tool for businesses who want to streamline their sales processes and improve customer engagement. Its ability to provide valuable insights make it an indispensable feature that enables businesses to optimize their resources and maximize results.

Agent state control

Salesforce CTI integration allows businesses to benefit from powerful agent state control features. This means that agents can easily switch between different modes, such as taking calls, being on hold, or completing after-call work. This enables agents to adjust their call options as needed, and gives them the ability to quickly switch between a number of states, including ready, not-ready, and wrap-up.

Agent state control feature can greatly improve workflows for agents, allowing them to focus on calls more efficiently while always being in control of their availability. It streamlines and simplifies the process of managing call center activity, ultimately resulting in more satisfied customers.

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How Bucher+Suter Has Helped Businesses with Salesforce CTI Integration in Past

Daktronics faced an issue as their technical agents needed more time and effort to retrieve relevant customer information for incoming interactions due to their diverse product portfolio. However, with Bucher+Suter’s CRM CTI connectors, they were able to streamline the experience for customers while better-preparing agents for incoming calls.

Daktronics created intelligent and contextual screen pops for their agents by using b+s Connects’ low-code solution with Salesforce Service Cloud. This was made possible by orchestrating Cisco Contact Center data along with CRM data, while utilizing purpose-designed logic to offer the correct information to the agents at the right time.

As a result, the agents had all the information, tools, and time needed to deliver outstanding customer experiences. Bucher+Suter truly made a difference for Daktronics’ customer experience.

Takeaway

Global businesses are obsessed with delivering a superior customer experience and with Salesforce CTI Integration, contact centers can find ways to do exactly that. Salesforce Computer Telephony Integration (CTI) has earned the admiration of many businesses because it allows them to make the best use of their customer service representatives’ time and increase customer satisfaction.

Businesses such as Bucher+Suter have helped other organizations enhance their customer service experience by using Salesforce CTI. The success stories of many companies who have employed this technology have shown how successful a business can become when they harness the power of Salesforce CTI. It’s no surprise that in today’s digital landscape, it is important to be ahead of the competition when it comes to having well-oiled processes and technology that drives great customer experiences.

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