CTI (Computer telefony integration) provides a wealth of features and capabilities to companies compared to traditional on-site CRMs.
A Salesforce CTI is a type of technology that allows you to make phone calls from any computer or mobile phone through a “softphone” app. This is a very important tool for contact centers and call centers to improve customer satisfaction.
By creating a link or connection between the cloud phone system and Salesforce CRM, customer experience and sales teams can not only automate repetitive, low-value tasks, but also access real-time customer data, all in one place.
The CTI Salesforce integration helps improve customer service, sales, and support activities. With features like self-service, IVR (interactive voice response), and skill-based routing, handle times go down and first-call resolution rates go up. Options such as screen pop allow agents to access caller info and personalize their interactions.
The CTI Salesforce integration saves time for sales teams as they don’t need to manually dial phone numbers every time they want to call a prospect or customer. As phone calls are an important part of sales team initiatives, click-to-dial and auto dialers make it easier for them to reach more prospects. Having information stored in a CRM means they can personalize conversations and increase sales.
Diabolocom CTI fully integrates into Salesforce and provides all these benefits. Diabolocom CTI integration into Salesforce is available on both Cloud Service and Sales Cloud.