{"id":162,"date":"2019-10-18T16:23:05","date_gmt":"2019-10-18T16:23:05","guid":{"rendered":"https:\/\/fexle.com\/blogs\/?p=162"},"modified":"2019-10-18T13:25:28","modified_gmt":"2019-10-18T13:25:28","slug":"how-to-use-cti-integration-with-salesforce","status":"publish","type":"post","link":"https:\/\/www.fexle.com\/blogs\/how-to-use-cti-integration-with-salesforce\/","title":{"rendered":"How To Use CTI Integration with Salesforce"},"content":{"rendered":"

Outbound sales is a large scale business. The conventional way to get an outbound sales is by a sales rep talking to a potential customer through phones. Sure, the marketing strategies such as promotional flyers, emails, and presentations have their own role to play but what closing the deal is a one-on-one conversation. The tactics used by sales executives and the way he\/she pitches is what makes or breaks the deal.<\/p>\n

However, with time and technology, the process has become less redundant, cost-effective and more efficient with the help of tools. Now the calling processes are mostly done using internet-based systems.<\/p>\n

Therefore, every company works on two different systems: One is CRM or customer relationship management and the other is CTI or Computer Telephony Integration.\u00a0 CRM is to track,\u00a0 examine and document the sales process and to make calls to pitch the potential customers comes under CTI.<\/p>\n

Whether it is a multi-million company or a startup, Salesforce is the popular platform used to track leads and analyze them.\u00a0 What if now you get to know Salesforce can also let you make phone calls using the same system? Yes, that\u2019s true. Since its inception two-three years ago, Salesforce CTI has been widely accepted.<\/p>\n

What Is CTI?<\/strong><\/p>\n

CTI is a process wherein your computer systems and phone systems are tied together. The procedure helps you to improve services and sales. Some of them are:<\/p>\n

    \n
  1. Detecting and routing incoming calls to the appropriate person or department.<\/li>\n
  2. Allows Agents to click-to-dial<\/li>\n
  3. Logging, tracking and storing calls for quality assurance.<\/li>\n
  4. Track and measure important performance indicators including call drop percentage, handle time and more.<\/li>\n
  5. Provides Sales agents with information on callers including their account or call history.<\/li>\n
  6. Calls using VoIP with the help of a softphone dial-pad into your Salesforce interface.<\/li>\n<\/ol>\n

    Incorporating CTI systems with salesforce can be a tough task and till now, there is no easy way to integrate them together. To incorporate, understanding of Salesforce and CTI is required along with some coding around it.<\/p>\n

    Let\u2019s discuss the ways how can we integrate CTI systems with Salesforce<\/p>\n

    Commonly, there are two ways to do it:<\/p>\n