Enterprises will gain some advantages when they integrate Salesforce and CTI.
The connection of CTI and Salesforce will pop up all the data about the customers on the agent’s screen right before the customer service agent has answered the call. This one could be a delightful feel for customers.
CTI integration tool converts the mobile or phone number fields into a clickable source. It reduces manual works and the possibility of dialing wrong customers.
CTI creates a customizable protocol that assigns who is responsible for incoming calls and outgoing calls.
It generates up-to-date and accurate reports for outbound and inbound calls with all the entered data.
This cloud-based system ensures all the agents are using the same system and there is no inconsistency of data or usage.