Is there any replacement for a sales rep to close deals for the organization he/she is working? No, not really. It is this simple conversation that clinches the deals for thesales reps. However, there are software tools available in the marketplace that makes the life of the salesperson much easier.
Since companies always seek cost-cutting measures of making calls, we have two systems in organizations, the Customer Relationship Management Software (CRM) and the Computer Telephony Integration ( CTI), for making actual calls.
This is about the cloud-based telephone service in Salesforce. Let us first try to understand what is CTI? Computer Telephony Integration (CTI) is about connecting your phone system with the computer system. Improve sales and service with CTI data connector with the following:
Salesforce is the # 1 CRM of the world that mostly takes care of your sales and marketing activities.
But, if we have a software that tracks the leads and also allows you to carry out conversation over the telephone, then that can resolve many issues for you. Let us now delve with some benefits of CTI with Salesforce.
CTI Integration with Salesforce works in two ways and these are:
One thing common about both the ways is that coding experts are required for them.
Open CTI, also known as Salesforce CRM Call Centre is a tool developed by Salesforce.com. It helps in integration with third-party CTI systems. The best part of using the software is that it is browser-based and enables the developers to take full advantage of the cloud architecture. The following are essential for Open CTI:
The user interface matters in the CTI Integration with Open CTI. Salesforce Classic and Lightning experience has separate Open CTI APIs.
Some of the differences between the Open CTIs for Classic and Lightning experience are:
/support/api/50.0/lightning/opencti_min.js
The earlier version of Salesforce with desktop telephony system had technological limitations in the form of CTI-to-desktop model and not CTI-to-Desktop-to-Browser model, which reduced the time lag. Now, Telephony Service Provider APIs are used. It uses the following components for connecting to calls:
Call Setup from Salesforce Console, using Telephone Service Provider’s Adaptor->Control of Call transferred to AGI Adaptor (Asterisk Gateway Interface) -> Call Salesforce.com CTI Adaptor, ensuring the establishment of calls-> Salesforce displays call duration, number, etc.
One disadvantage of the telephone service provider’s adaptor is that it becomes incompatible with the advent of a new upgrade of Salesforce. Data goes to Salesforce through this adaptor.
Learn more: Benefits of Outlook Salesforce Integration
Conclusion
Computer Telephone System (CTI) is the cloud-based telephone system in Salesforce and is the system of connecting the phone system with the computer system. It is a software that tracks the leads and also allows the user to make telephonic conversation.
When you decide on CTI Integration with Salesforce, you must choose any of the two ways of CTI integration with Salesforce – the open CTI tools or the Telephone Service Provider APIs. It is also possible to use Open CTI with both Salesforce User Interfaces – Classic and Lightning Experience, but with some differences.
Need help? contact us Info@anavcloudsoftwares.com
Blog