Revenue and efficiency are two primary concerns for businesses today. Both these parameters are tied to call center interactions. If a customer gets a satisfactory resolution to a query in the first call, it becomes a critical driver of customer satisfaction. With an effective CTI integration, agents do not have to waste time hunting for critical customer information. Instant access to customer information enhances agent productivity and ensures customer loyalty and trust.
Need for businesses today
Cisco CTI Connectors connect the Cisco telephony call controls and functionalities with the CRM, allowing agents to receive and place calls from within the CRM. The call variables, contacts, and other relevant data from the Cisco database are seamlessly integrated within the CTI interface to equip agents with all call controls and actions from an embedded CTI interface.
The need for Cisco CTI Salesforce integration?
If a customer gets a satisfactory resolution to a query in the first call, it becomes a critical driver of customer satisfaction. With an effective CTI integration, agents do not have to waste time hunting for critical customer information.
In order to reach more prospects
To be able to convert more leads
For better CRM utilization
Improve the sales team performance
Connecting your phone systems to computer programs, such as CRM or a ticketing application enables agents to receive telephony information and control telephony functions within a single screen.
Features of Cisco Salesforce CTI integration
Advanced call controls can unlock the agent’s productivity. Here are some efficiency boosting features:
Voice mail drop for pre-recorded messages: Reduces call drops
Automated dialers: Place calls using leads lists stored within Salesforce
Customer information: Available to agents before placing calls
Call controls: Features like call conference, consult, call-hold etc.
Customization: To make it compatible with specific industrial requirements
Screen Pop: All Customer information displayed to Sales teams
Skills based routing: Transfer calls to the agent best suited to handle queries
Key benefits of Cisco Salesforce CTI
Here are some benefits that can be derived with CTI Salesforce integration.
Reduces call handling times
The CTI display offers all the relevant information even before the call is connected, so the agent can provide a quick resolution. The agent can wrap the call quickly and will be able to take more calls in a short amount of time.
Ensures optimized contact center performance
Salesforce Cisco integration provides a proven means to improve call resolutions, lower handling time, and deliver personalized experiences to each caller. In the long term, the contact center can reduce costs, decrease customer churn, build trust essential to retaining customers
Key benefits of Cisco Salesforce CTI
Monitor, measure and maximize
Standard Contact Center metrics like average handle time, time in queue, dropped calls, and talk time can be viewed from within Salesforce. The detailed review of reports on agents and team performance can improve training
Self-service options for customers
The integration of IVR with Salesforce enables you to connect the rich customer data to a communication platform, providing self-service options and the ability for a caller to be connected to a live agent.
