The CloudCTI integration with Salesforce is fully embedded; no local software is required. CloudCTI offers an extensive integration with the telephony environment.
Summary
With the Salesforce integration, the caller is recognized by the phone number sent and the caller's details are shown in Salesforce. Various actions can be automated. Calls can be set up directly from Salesforce, entering phone numbers manually is no longer necessary. Calls are automatically registered in Salesforce.
Features
• Set up a call automatically (click-to-call) with a mouse click or hot key.
• With the Salesforce-Teams integration name search and caller recognition are not available within Teams.
• With one mouse click the caller’s record from Salesforce pops up and provides real time info.
• Automatically record calls in the activity history of the caller's file in Salesforce.
• All contact, account and lead phone numbers become clickable (Note: Salesforce does not support click-to-call in the Opportunity screen
• Recognition of the caller and display of the name in Salesforce
• Screen pop optionally opens new primary tab in the Service Console
• The screen pop can be executed automatically or manually
• Screen pop is customizable with VisualForce pages, for example with the caller's contact data
• Automatic call logging in the Salesforce call activity history, all matched calls are stored with the caller's timeline and Salesforce standard call reports can be applied
• Call notes can be easily added to a call and are all visible with the caller's timeline
• All stored calls are visible in Salesforce Call Center Reports
• Customizable call labelling: a code of your choice can be added to a call in the history in Salesforce, for example Made Sale, Asked for quote, Left Voicemail, etc.
• All stored calls are visible in Salesforce Call Center Reports and the data can be filtered
• Reports showing comprehensive statistics on employee and teams such as ""all outbound calls from my team in the last week with the call disposition “Made Sale” can be produced
• Optionally reports can be created showing the call start time, end time and duration.
Technical
The integration is installed and provisioned from within Salesforce, see the manual for more info.
Compatibility
CloudCTI is a fully cloud-based software and therefore deployable anywhere and easy to implement. Windows, MacOS and Chromebook (web client) are supported. Data is only cached and the highest security requirements are met.
