A CTI (Computer Telephony Integration) is mostly used in large enterprises, call centers or contact centers with the aim of improving productivity

1. COMPUTER TELEPHONY
INTEGRATION (CTI) WITH
SALESFORCE
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2. Salesforce is a top rank CRM, and a service cloud (Help Desk). Open CTI is a term that
refers to modern technology that enables CRM to interact with PABX (Telephone Systems
or VOIP). A CTI (Computer Telephony Integration) is mostly used in large enterprises, call
centers or contact centers with the aim of improving productivity,.
The Salesforce CTI integration offers a powerful link between modern telephony systems
and computer devices. The CTI tool enables sales, service and support teams to receive and
make calls using a laptop, mobile, or desktop.
In the past days, CRM users needed a CTI adapter to access telephony system functions
and features. A new CTI integration tool is a JavaScript API that allows users to integrate all
other CTI systems.

3. Integration of Salesforce and CTI
Screen-Pop
Click-To-Dial
Enterprises will gain some advantages when they integrate Salesforce and CTI.
The connection of CTI and Salesforce will pop up all the data about the customers on the
agent’s screen right before the customer service agent has answered the call. This one
could be a delightful feel for customers.
CTI integration tool converts the mobile or phone number fields into a clickable source. It
reduces manual works and the possibility of dialing wrong customers.

4. Intelligent Routing
Accurate Reporting
Multi-Tenant System
CTI creates a customizable protocol that assigns who is responsible for incoming calls and
outgoing calls.
It generates up-to-date and accurate reports for outbound and inbound calls with all the
entered data.
This cloud-based system ensures all the agents are using the same system and there is no
inconsistency of data or usage.

5. Benefits of CTI and Salesforce Integration
Helps in improved customer satisfaction by customer support reps and sales team
Convert quality leads into sales by personalized connection with prospects
Automated dialing and click-to-dial helps the sales team to connect to the prospects
over a telephone call
Reach out to the live agent through Voice Response System (IVR)
Work on calls based on data stored in the Device or CRM
Provide skill-based routing
The CTI integration helps enterprises in more ways, such as

6. THANK YOU
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