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How CTI Salesforce in India helps Agents and Customers



Salesforce has already made the lives of business owners easy by providing them with the best tool to manage customer relationships and improve their business operations. On top of it, the integration of CTI Salesforce in India has provided an additional advantage to agents, employees, and businesses by empowering them to handle call operations in the best possible way. So, with the help of Salesforce CTI integration, business firms can easily strengthen their multiple channel communications and use calls and texts together for better customer handing over calls.  

How CTI Salesforce in India helping Agents

Improve Employees Productivity

Without Salesforce telephony integration, agents have to deal with a lot of manual work. This includes manual number dialing, logging calls, and adding information into the system collected over calls. 


As a result, the overall productivity of the agents is hampered. CTI Salesforce in India helps agents be more efficient at work as it allows them to automate many processes. Automatic call logging, automatic bulk number dialing, and reduced manual data entry are a few advantages that agents can avail of and improve their productivity.


Help Agents with Better Call Management

Salesforce CTI integration helps agents with better call management as automatic screen pop-ups provide them with customer data in case of incoming calls. 


Also, agents can collect and add various information in the form of notes which helps them pick up the conversation from where they left, and also they can add due dates for action like a callback or text if a customer asks for it. Thus, they can perform necessary actions before or on the due date.

How CTI Salesforce in India helping Customers

Reduces Repeated Calls and Customer Anxiety

Repeated calls to get a resolution can annoy customers. Thus, CTI Salesforce in India also helps customers cut back on repeated calls. 


With CTI, agents can take necessary actions and resolve their queries over the first call. They can route calls to qualified agents and add a concerned person over a call to eliminate their repeated effort.


Customers can Help Themselves with 'Self-Help' Options

Salesforce telephony integration lets agents configure IVR based on the most common inquiries. This way, they can provide self-help options to callers. 


Thus, customers can get assistance without depending on agents and cut back on calls and wait time. This is how organizations can improve customer satisfaction and cut back on long call queues. Many texting apps offer CTI along with other channels which eliminate the need for separate integration. For example, 360 SMS also offers CTI as a channel.

A Bigger Picture: CTI Salesforce in India for Businesses

Overall, CTI Salesforce in India helps businesses provide superior quality call experiences to their customers by reducing caller anxiety, longer wait time, and addressing calls through programmable voice messages when agents are unavailable. 


In the bigger picture, customer satisfaction leads to increased customer acquisition and retention for businesses. Besides, satisfactory interactions and support help them earn customer loyalty, repeat purchases, and referrals. With Salesforce CTI integrations, agents are empowered to handle the data-driven needs of customers. They can use texts and calls simultaneously if required and send required information while on call. 
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