How CTI Integration in Salesforce can Improve Your Contact Center Productivity

The business landscape today is rapidly evolving, and customer service has become more critical than ever. Contact centers must keep up with the pace of change and adopt advanced technologies that can increase productivity, reduce costs, and enhance customer satisfaction. 

Salesforce, one of the most popular CRM platforms, integration with CTI, enables contact centers to streamline their operations and improve their productivity. 

In this blog, we will delve deeper into the benefits of CTI Integration for Salesforce and how it can effectively improve your contact center’s productivity while delivering an outstanding customer experience.

Understanding  Computer Telephony Integration (CTI)

Have you ever called a customer service line and noticed how quickly your information is retrieved by the agent? That’s thanks to Computer Telephony Integration, or CTI for short. CTI is the process of connecting a call center’s phone system to their business applications, allowing for a more streamlining and efficient call management process.

Call center agents are able to access customer information quickly and easily with integration of CRMs and telephone systems, resulting in a better overall customer experience. With CTI, businesses can ensure that calls are routed to the correct agent, customer inquiries are handled promptly, and call times are reduced.

How CTI Integration for Salesforce work

Salesforce has revolutionized the way businesses operate by providing a powerful CRM and database solution. However, with CTI integration, Salesforce’s potential goes beyond just data management. Businesses can greatly enhance their customer experience (CX) and support delivery capabilities, by incorporating third-party CTI apps. 

Salesforce CTI integration enables businesses to handle incoming calls, manage customer information and even personalize the interaction with intelligent routing.

The Advantages of Having a Salesforce CTI Integration

a. Contextual-oriented interactions

Salesforce CTI integration offers an advantage to call center agents by providing them with a contextual-oriented interaction with the customers even before the conversation begins. The screen pop-up automatically displays all details about the customer, including their name, email id, phone number, and previous interactions with the organization, helping agents to build connections with them.

b. Conversation across multiple dashboards

Another great benefit of Salesforce CTI integration is the ability to have a conversation that spans across multiple dashboards, without losing the context of the conversation. This ensures that agents can resolve queries promptly, even when they are switching between multiple tabs.

Agents can provide seamless and efficient services by having a unified display of customer information, that saves both the agent and customer valuable time.

c. Automatic dialing modes

Salesforce CTI integration provides an excellent solution to one of the most common challenges faced by agents, getting through a lengthy list of leads. Automatic dialing modes, in particular, have proven to be a game changer in this regard.

With this feature, agents can focus on the important task of speaking to customers, while the CTI system automatically filters busy numbers and outdated contacts. Besides, the system ensures customers don’t have to wait for long before speaking to an available agent.

Examples of Successful CTI Integration in Salesforce by Bucher Suter

a. Republic Services Inc.

Bucher Suter, a leading provider of contact center solutions, has helped Republic Services Inc. achieve successful CTI integration in Salesforce. Challenges such as decreasing agent response time and improving inter-agent communication have been tackled with software that allows for screen pops at first call, real-time data about call center volume and agent availability, and click-to-dial, transfer, and conference capabilities. 

The results have been impressive, with fewer dropped calls, lower wait times in queues, and better customer transfers. With successful CTI integration, companies can streamline operations, provide agents with operation-critical call center information, and ultimately improve the customer experience.

b. TrialCard

In today’s fast-paced world, customers expect swift resolutions to their problems, which can be a challenge for companies. Trial Card faced this issue and looked for a solution to provide quick and accurate responses to their patient callers. Bucher + Suter’s Salesforce CTI integration turned out to be the answer, meeting both TrialCard’s overall customer-centric approach and specific goals of reducing hold times and enabling faster problem resolution. 

The success of the integration was evident in the impressive results. Before the implementation, their caller wait time was already impressive, but the average speed of answer dropped by 95% after the Bucher + Suter integration, making it a tough benchmark to beat for any business.

Conclusion

Creating a contact center that is optimized for customer service and productivity can be difficult, but CTI integration in Salesforce makes it much simpler. By using Bucher Suter’s CTI integration for Salesforce, you can access valuable data about customer interactions quickly and easily. This data can help you identify areas of improvement and make sure your customers are getting the best possible experience.

Additionally, your agents will benefit from improved efficiency from increased personalization made possible by CTI integration. Whether you’re looking to provide more comprehensive customer information or just increase transfer rates, having a Salesforce CTI integration further demonstrates the capabilities of your organization.