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Salesforce CTI: what do I need to know?

The best CTI solutions are more than just features. Whether on their own or as part of a wider digital strategy — these solutions help shape your business processes. That’s why choosing the right CTI is a must to deliver great customer experiences and enhance your service and sales team productivity.
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How can CTI help my customers?

It’s a given that customer experience will soon overtake price and product as the key brand differentiator. Don’t be left behind — focus on the experience.
  • Use data to route calls intelligently to the best-qualified agent
  • Deliver key customer data through automatic screen pops
  • Engage in intelligent, personal conversations across every channel
  • Provide secure payment systems that customers trust
  • Drive quality management and compliance with integrated speech analytics
  • Allow data to flow freely between teams and Salesforce
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How can CTI help my service and sales teams?

Stay in one familiar CRM to put your agents in control and boost efficiency. Now you can onboard quickly, archive every call, achieve data visibility, minimise complex workflows and more.
  • Make, answer and transfer calls with a single click
  • Record interactions and drop digital voicemails with ease
  • Auto-log and sync call data and recordings into Salesforce
  • Access detailed call statistics fast
  • Gain powerful, actionable insights with integrated speech analytics
  • Drive continuous improvement and faster ramp-time
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How can CTI help my business?

Scale your business at the speed you expect — without compromising security.
  • Minimise IT overhead
  • Maximise productivity
  • Eliminate hardware, software and plug-ins
  • Guarantee worldwide call quality with local call costs
  • Keep data secure with ISO 27001, PCI DSS, and SOC 2 type II
  • Be prepared for GDPR compliance
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What can CTI do for my bottom line?

Give your sales and service teams the competitive edge to drive your business forward. With CTI, you enjoy better customer engagement and more effective employees — not to mention flexible, intelligent telephony.
  • Win more new business
  • Decrease customer churn
  • Improve employee retention
  • Improve disaster recovery to reduce downtime risk
  • Automate processes to drive efficiency
  • Offset costs of old telephony technology
Route incoming voice communications and Salesforce digital channels dynamically based on any customer data.
Users can conduct individual or conference calls from within Salesforce through Contact Pad.
Automatic screen pops provide any Salesforce object. This saves time and improves the customer experience.
Conveniently click-to-dial from any Salesforce object or use automated dialling from preview and automatic mode.
Automatically archive all activity to save time and help with training, QA and compliance.
With a self-service capability, you can speed up routing, shorten call wait times and reduce staff requirements.

Digital transformation programme uses Vonage Contact Center, designed for Salesforce to deliver huge gains in customer experience and productivity.

How Vonage helped FCR Media CASE STUDY
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