How Can CTI Salesforce Integration Help Agents to Work Smarter?

Even though companies these days are using omnichannel approaches to reach out to clients, there’s no way that reaching out to people through calls can become outdated. But it is possible that the telephony system that is being used can be outdated. The customers these days have become picky and smart. That’s why agents need to be smarter, too. Considering CTI Salesforce integration is one way to do that. 

Agents deserve the empowerment of advanced tools and technologies, enabling them to handle calls swiftly without the weight of redundant tasks. By seamlessly integrating your telephony system with a CRM powerhouse like Salesforce, we aim to significantly alleviate these challenges and provide a renewed boost to agent productivity.

As we move ahead in this blog, we’ll explore how considering Salesforce CTI integration could be a great way to improve the productivity of your support team and make them smarter in their work. 

4 Ways CTI Salesforce Integration Can Help Agents

Let’s have a look at different ways through which integrating the CTI solution with Salesforce can be helpful for agents. 

1. Screen Pop-Ups with Customer Information 

The seamless integration of Salesforce CTI reduces call handle times by providing agents with comprehensive context, ensuring faster issue resolution. Screen pops, appearing automatically, furnish agents with contextual information even before they engage with the customer, optimizing efficiency and customer experience.

2. Minimize the Need for Manual Intervention

Say goodbye to manual wrap-up tasks! In most customer care interactions, agents typically spend time on follow-up tasks like sending emails, updating cases, or finalizing notes. Salesforce CTI transforms this process by unifying wrap-up activities. 

No more manual updates across multiple systems – our efficient CTI integration offers a customizable interface, allowing agents to tailor wrap-up activities and enhance productivity effortlessly.

3. Automate Workflows to Improve Productivity

The Average Handle Time also includes the time that the agent invests in conducting post-wrap-up activities. These tasks could be anything like saving customer interaction details, adding notes related to each call, and tracking other details. When these activities are cut down, it significantly adds on the agent’s productivity.

That’s where integrating a CTI solution with Salesforce can prove to be very helpful. With CTI Salesforce integration, automation takes center stage, seamlessly integrating multiple workflows for agents. As soon as an agent receives a call from a new customer, a new record page opens automatically. This powerful fusion of telephony and CRM workflows empowers agents with the capabilities needed to resolve calls with heightened efficiency.

4. Automate Call Logging

Empowering agents with cutting-edge technology and tools not only reduces manual labor but also allows them to focus on the core – resolving queries swiftly for an enhanced customer experience. The magic of CTI integration with Salesforce unfolds as it saves agents valuable time spent on manually updating interaction details across multiple systems. 

Automated call logging in Salesforce – interaction details get seamlessly logged as soon as a call concludes, creating a comprehensive history log for future reference and a deeper understanding of the caller’s interaction history.

What We Did for Our Client

We helped one of our clients, which is the world’s leading online English language school with 2 million students in 30 different countries. Featuring no books, homework, or class schedules, the firm helps students to learn at their own pace through 24/7 access to online courses and live private lessons. 

Challenges they faced

The contact center of the company had grown staff at triple-digit rates but was stuck with an old, featureless call center system and declining productivity. Eventually, the company invested in a local dialer, but it wasn’t much help. 

Much time was spent trying to contact customers as opposed to speaking to them. Agents had to make five calls simply to get someone on the phone. While agents were using Salesforce to manage customer contacts, it hadn’t been integrated into the dialer, forcing agents to jump back and forth between windows. That also slowed the number of calls they could make. 

This manifested as slower calling rates, manual dialing, stalled performance reports, and inaccessible CRM tools.

How we helped

After evaluating the existing systems, the 360 Degree team noticed that most solutions required the purchase of a local number and the installation of backup technology. It soon realized that a cloud platform might serve the purpose better and could help the company avoid the hassle and expense of maintaining the system itself. 

Eventually, 360 Degree Cloud boiled down the choice to Five9, which offered a blended inbound-outbound platform with predictive dialing and a host of other features, including call recording, reporting tools, IVR functionality, and scalability. 

Reported outcomes

Here’s what we helped our client achieved:

– Faster call routing to suitable agents

– Streamlined case management, ensuring faster resolution

– Improvement in the number of first-call resolutions

– Easier access to customer records, improving the response times

Get Closer to Your Customers with CTI Salesforce Integration

Whether it is about connecting back with lost customers or reaching out to new prospects, connecting with telephony systems is one of the efficient ways to build connections. But that doesn’t mean your agents have to invest in manual labor to get the work done. Integrating the existing CTI solution with Salesforce can streamline all the data and make it easier for agents to handle calls and calling records. 

We can help your support team just like we helped our client, which we mentioned above. Contact us and state the challenge your support team is facing, and our experts will get it all resolved. 

Quiz Time

Which of these is not a benefit of Salesforce CTI for service agents?

a). Automated call logging

b). Manual processes

c). Automated workflows

d). Screen pop-ups

Show Answer: b) Manual processes