Integrating Telephony Systems with Salesforce: Insights and Considerations, Barbora Sourkova
•Download as PPTX, PDF•
0 likes•36 views
This talk focuses on the practical aspects of integrating various telephony systems with Salesforce, drawing on examples from implementations in the Czech scene. It aims to inform attendees about the spectrum of telephony solutions available, from small to large scale, and their compatibility with Salesforce. The presentation will highlight key considerations for selecting a telephony provider that integrates smoothly with Salesforce, including important questions to support the decision-making process. It will also discuss methods for integrating existing telephony systems with Salesforce, aimed at companies contemplating or in the process of adopting this CRM platform. The discussion is designed to provide a straightforward overview of the steps and considerations involved in telephony and Salesforce integration, with an emphasis on functionality, compatibility, and the practical experiences of Czech companies.
More Related Content
Similar to Integrating Telephony Systems with Salesforce: Insights and Considerations, Barbora Sourkova
Similar to Integrating Telephony Systems with Salesforce: Insights and Considerations, Barbora Sourkova (20)
More from CzechDreamin
More from CzechDreamin (20)
Recently uploaded
Recently uploaded (20)
Integrating Telephony Systems with Salesforce: Insights and Considerations, Barbora Sourkova
- 1. WELCOME!
- 3. CTI is … A | Customer Telephony Interaction B | Classic Telephony Implementation C | Computer Telephony Integration
- 4. CTI is … A | Customer Telephony Interaction B | Classic Telephony Implementation C | Computer Telephony Integration
- 5. 5 min crash course
- 8. Customer 📞 Agent CX Customer Satisfaction Brand Reputation First Contact Resolution EX Engagement and Morale Productivity Customer Empathy
- 10. Advanced Features Advanced Configurable Screen-Pop Omni-Channel Status Sync Call Activity Records Call Recording Access Caller Authentication Advanced Phone Controls
- 11. Full Integration Full IVR Queries and Updates Call Routing Workforce Management Integration Two-Way Data Access Post-Call Action Supervisor features Call Recordings Call Transcripts
- 13. • Open CTI external adapter Click-to-Dial Simple Screen-Pop Inbound, Outbound Call Activity Record Daktela
- 14. • Desktop Client Only REST API Implement Adapter or Test a CTI connector from AppExchange FrontStage
- 15. Engage vs PureCloud / Cloud CX Configurable Screen-Pop Omni-Channel Status Sync Call Activity Records Call Recording Access Advanced Phone Controls Too many widgets Genesys
- 16. • Desktop / Browser Client Avaya Workspaces for CRM On-Prem vs Cloud Implement Adapter or Test a Generic connector from AppExchange Avaya
- 17. Microsoft Graph REST API Implement Adapter or Get AppExchange paclage Teams
- 18. • Universal Package for CTI or Service Cloud Voice (SCV) With SCV ~ the Only True SF Omni-channel & Real-time Transcriptions Amazon Connect
- 19. Conclusion & Questions Custom Open CTI adapter OR AppEchange package CC Omni-channel OR SF Omni-channel CC routing OR SCV routing Click-to-dial from mobile app Video conferencing AI CC agents
- 20. THANK YOU!
Editor's Notes
- With CTI, No phone are needed Call center agents can use advanced phone controls directly from there computes. Skill based routing Technologies such as automatic call distributor and Interactive voice response can be utilized with CTI. As calls come in a pop-up is displayed on agents unified desktop, showing custom details. Call monitoring and recording function give management insight into how employees are performing and how customers are being helped. Agents can use method like power dialing, auto-dialing and click to call to make outgoing call with ease.
- Telephony = the piece of technology responsible for the transmission of voice over telephone networks * both PSTN and VoIP calls IVR = automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate recipient. Callers can use voice commands or keypad inputs to navigate the system. CTI Call Management - Call Routing: based on availability, customer history, skill level, info gathered from IVR. Call Handling such as Click-to-Dial and Screen-Pop Call Recording and Monitoring Open CTI JS API - set of about a 20 invokable methods for interaction with Salesforce, different for Classic and Lightning CTI Adapter Implementation of the Open CTI, hosted in Salesforce or on the 3rd party domain Omnichannel - phone, email, chat, social media, video?
- Why is it important? On Call Centers it’s especially important to focus on the Customer experience but on the Employee experience as well. CTI integration significantly impacts both customer and agent experiences. For customers, it enhances satisfaction, brand reputation, and first contact resolution. For agents, it boosts engagement, morale, productivity, and empathy.
- Standard features Simple Screen-Pop: essential customer details Click-to-Dial search a customer and click on a phone number Advanced features Configurable Screen-Pop Data: customize the type and layout of customer information displayed Omni-Channel Presence Synchronization: Call Activity Records: inbound / outbound, call duration, call outcome, notes or comments Call Recording Access: Link Caller Authentication: match the caller's phone number Advanced Phone Controls: call transfer, conference calling, call hold, call mute and more Fully integrated features IVR Queries and Updates: bring the info from IVR to Salesforce Call Routing: efficient call distribution Workforce Management Integration: align agent schedules, forecasting, and resource planning Two-Way Data Access: bidirectional data synchronization between Salesforce and Call Center Post-Call Action: sending follow-up emails, updating customer records, or scheduling callbacks Supervisor Features: Supervisor features provide contact center managers with tools to monitor and manage agent performance, access real-time call metrics, barge in on calls for coaching purposes, and handle escalated issues. Call Recording directly in SF Call Transcripts –even real-time: capturing all dialogue and interactions
- Standard features Simple Screen-Pop: essential customer details Click-to-Dial search a customer and click on a phone number Advanced features Configurable Screen-Pop Data: customize the type and layout of customer information displayed Omni-Channel Presence Synchronization: Call Activity Records: inbound / outbound, call duration, call outcome, notes or comments Call Recording Access: Link Caller Authentication: match the caller's phone number Advanced Phone Controls: call transfer, conference calling, call hold, call mute and more Fully integrated features IVR Queries and Updates: bring the info from IVR to Salesforce Call Routing: efficient call distribution Workforce Management Integration: align agent schedules, forecasting, and resource planning Two-Way Data Access: bidirectional data synchronization between Salesforce and Call Center Post-Call Action: sending follow-up emails, updating customer records, or scheduling callbacks Supervisor Features: Supervisor features provide contact center managers with tools to monitor and manage agent performance, access real-time call metrics, barge in on calls for coaching purposes, and handle escalated issues. Call Recording directly in SF Call Transcripts –even real-time: capturing all dialogue and interactions
- Standard features Simple Screen-Pop: essential customer details Click-to-Dial search a customer and click on a phone number Advanced features Configurable Screen-Pop Data: customize the type and layout of customer information displayed Omni-Channel Presence Synchronization: Call Activity Records: inbound / outbound, call duration, call outcome, notes or comments Call Recording Access: Link Caller Authentication: match the caller's phone number Advanced Phone Controls: call transfer, conference calling, call hold, call mute and more Fully integrated features IVR Queries and Updates: bring the info from IVR to Salesforce Call Routing: efficient call distribution Workforce Management Integration: align agent schedules, forecasting, and resource planning Two-Way Data Access: bidirectional data synchronization between Salesforce and Call Center Post-Call Action: sending follow-up emails, updating customer records, or scheduling callbacks Supervisor Features: Supervisor features provide contact center managers with tools to monitor and manage agent performance, access real-time call metrics, barge in on calls for coaching purposes, and handle escalated issues. Call Recording directly in SF Call Transcripts –even real-time: capturing all dialogue and interactions
- Let‘s start home with a Czech Provider Daktela. It has a lot of ready made CRM adapters, however the integration provided to Salesforce is very limited.
- Open URL with Incoming Calls Customize to push a create call event with REST API call from FrontStage Implement the whole Adapter As for the packages there is quite many of them and a lot of them brag they are able to connect to any private branch exchange. They are not cheap though, the price varies from 10 to 50 dollars per user per month.
- Honorable mention and interesting option is Teams Call Center Good looking package is from our German colleagues in Mirage
- Creme de la Creme