For a business, the way a sales representative interacts makes or breaks brand-perception. So, representatives fumbling over the phone with a valuable customer can be detrimental to your brand image and make your customers switch to another service provider. Integrating CTI with Salesforce can help mitigate this.
Integrating Salesforce with CTI or ‘Computer Telephony Integration’ systems has helped representatives manage customer interactions productively. Telephony over Salesforce gives the users an ‘open API’ enabling third-party CTI vendors to easily connect all their telephony channels to a shared Salesforce interface. To enhance customer experience, CTI integration with Salesforce enables automated call logging, ‘click-to-dial’ capability for softphones, a choice between local presence numbers or ‘Application Addresses’, Voicemails, and screen alerts for incoming calls.
Here’s how Salesforce-Telephony supports sales teams to conduct real-time communication with potential customers.
