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Salesforce CTI:
Insights and
Considerations
CTI is …
A | Customer Telephony Interaction
B | Classic Telephony Implementation
C | Computer Telephony Integration
CTI is …
A | Customer Telephony Interaction
B | Classic Telephony Implementation
C | Computer Telephony Integration
5 min crash course
Terminology
CTI
Open CTI
Telephony
IVR
CTI Adapter
Omnichannel
Considerations
Customer  📞  Agent
CX
Customer Satisfaction
Brand Reputation
First Contact
Resolution
EX
Engagement and Morale
Productivity
Customer Empathy
Standard Features
Standard
Screen-Pop
Click-to-Dial
Advanced Features
Advanced
Configurable Screen-Pop
Omni-Channel Status Sync
Call Activity Records
Call Recording Access
Caller Authentication
Advanced Phone Controls
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
Insights: Providers
• Open CTI external adapter
Click-to-Dial
Simple Screen-Pop
Inbound, Outbound
Call Activity Record
Daktela
• Desktop Client Only
REST API
Implement Adapter or Test a CTI connector from AppExchange
FrontStage
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
• Desktop / Browser Client
Avaya Workspaces for CRM
On-Prem vs Cloud
Implement Adapter or Test
a Generic connector from
AppExchange
Avaya
Microsoft Graph REST API
Implement Adapter or Get
AppExchange paclage
Teams
• Universal
Package for CTI
or Service Cloud
Voice (SCV)
With SCV ~ the
Only True SF
Omni-channel &
Real-time
Transcriptions
Amazon Connect
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
THANK YOU!

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Integrating Telephony Systems with Salesforce: Insights and Considerations, Barbora Sourkova

Editor's Notes

  1. 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.
  2. 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?
  3. 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.
  4. 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
  5. 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
  6. 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
  7. 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.
  8. 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.
  9. Honorable mention and interesting option is Teams Call Center Good looking package is from our German colleagues in Mirage
  10. Creme de la Creme