When it comes to improving staff productivity and customer engagement, integrating CTI and SMS with Salesforce can be transformational. By combining CTI with a Salesforce messaging app directly inside the CRM, sales teams can accelerate communication and enhance the customer experience. In this article, we’ll explore how Girikon enables this seamless integration possible, allowing your sales and support teams to interact with leads and customers faster and more efficiently, without ever leaving Salesforce.

What Is Computer Telephony Integration (CTI)?

CTI solutions integrate computer systems with phone systems. A CTI system allows users to make calls, receive calls, and conduct other call related functions directly from their computer or mobile device using voice over internet protocol (VoIP) technology. Native CTI apps such as GirikCTI can be directly integrated with Salesforce CRM. This allows businesses to manage call related data in real time.

Key Features Of CTI

The GirikCTI system provides a variety of business-specific features. Here are some stand-out features that CTIs offer.

CRM Integration

Modern CTI systems can be natively integrated with your CRM. As a result, you can access all call-related information directly from your CRM console. With this integration, you obtain all of the necessary caller information, including call history from previous interactions.

With this information, agents can better assist each customer and resolve their cases quickly and accurately.

Phone Controls

Call hold, call forwarding, call transfers, and call conferencing are among the calling features included with CTIs. This prevents agents from having to switch between computer systems and a physical phone. This kind of working eliminates disruptions, allowing agents to remain focused on customer interactions.

Automation Everywhere

Automated dialing

Manual dialing is tedious, particularly in situations when calls go unanswered. That is why modern CTI systems like GirikCTI incorporate automated calling functions, which eliminate many steps typically associated with traditional call center processes. Automated dialing includes:

Click-to-call

Click-to-call functionality enables 1-click dialing for reps. Customers can also utilize click-to-call systems to communicate with call center agents while using an app or visiting a website.

Predictive dialing

Predictive dialing is an automatic dialer that makes calls at times when agents are unavailable. The system automatically selects a phone number based on pre-defined rules and dials it for the agent, saving time spent manually calling numbers. Predictive dialing leverages forecasting algorithms to predict how long it will take an agent to pick up an incoming call. Based on past data, the system adjusts the dialing rate to ensure that agents spend an adequate amount of time interacting with and resolving customers' needs.

Power dialer

A Power Dialer allows you to import CRM customer data, such as leads, contacts, and accounts, to expedite your dialing operations. It also automatically dials through your task queue while maintaining cadence.

Screen Pops

Screen pops are a key component of CTI systems. It refers to a window that pops up on the agent's screen when a call comes in or when they are connected to a customer. The window offers relevant information that helps to address consumer concerns. It typically contains caller information, call history, and other relevant customer information. With this data readily available, agents can deliver a more personalized interaction without having to switch between apps to find customer information.

Benefits Of Incorporating CTI Technology

CTI systems can be used to improve communication workflows, resulting in increased sales, enhanced engagement, and lead creation. CTI systems can also help you provide better customer service by creating interactions that encourage customers to discuss their experiences with fellow customers.

 If you're considering using CTI in your organization, here are some of the advantages.

Better Information with Direct CRM Integration

If you were faced with introducing a new platform to your staff, you'd face a tough time training them to use it. Thankfully, native Salesforce CTI systems like GirikCTI can be seamlessly connected with CRM platforms such as Salesforce. With everything available within your CRM environment, you don't have to worry about giving your staff additional training, since they are already familiar with the environment.

Using an integrated platform also ensures that your data is maintained in one location. You can leverage your CRM to integrate reporting and analytics tools with your new call center system. Call recordings and call notes are also maintained in your CRM in real time, so you'll never have to search multiple locations for critical information about previous calls.

Enhanced Customer Service Capabilities

A native CTI integration facilitates seamless omni-channel communication to deliver connected experiences. Because CTI systems make it easy to monitor and trace call data, you'll never be unaware of your customer's past expressed needs. Furthermore, data acquired from your CTI can be leveraged to deliver the best possible experience. For example, if you discover that customers are far less likely to answer calls on Saturday mornings, you can schedule your upcoming week's calls accordingly.

Simplified Staff Training

CTI systems save call data in your CRM. These recordings can be used to instruct new recruits on appropriate call conduct by offering examples of good and bad interactions to help them discover best practices.

Call monitoring can be utilized for training as well. With built-in call monitoring functionality, trainees can listen in on a live call and learn from coworkers. Similarly, managers can also listen in to offer advice or critique.

Save Time on Every Call

With the right CTI in place, you can significantly reduce call times. There is no need to manually enter numbers because most CRMs include click-to-dial capabilities. Additional functionalities such as call routing, process automation, and activity capturing, improve productivity even further.

Communicate On the Go

It might be difficult to keep up with conversations when you are not at your desk or near a computer. Even more so, attempting to log every interaction in order to maintain track of each customer's case. One of the stand-out advantages of CTI systems is the ability to automate the syncing and logging of all conversations made from smartphones.

Making the most of CTI Systems

Leverage SMS

SMS messages have a 97% open rate. So why should you miss out on its reach? GirikCTI, a native CTI for Salesforce app, has SMS features that enable salespeople to conduct direct one-on-one interactions from within the Salesforce environment.

SMS communication can be easily monitored on Salesforce's native dashboards. With these technologies, your organization can launch ground-breaking SMS campaigns that take customer outreach to the next level.

Why Integrate Salesforce CTI with SMS?

Integrating Salesforce with CTI and SMS allows you to:

• Leverage click-to-call functionality to interact with customers.
• Send follow-up communication from Salesforce.
• Auto-log calls and SMS communication in Salesforce for reporting and analytics.

Girikon's CTI and Salesforce Texting App integration provides a streamlined solution that increases productivity and eliminates gaps in communication.

How Girikon transforms Salesforce communication.

With Girikon's Salesforce native solutions, businesses can easily integrate CTI and SMS into a single solution. Here's how.

Click-to-call: Users can make calls directly from Salesforce. No additional apps are needed.

SMS messaging: Send automated SMS messages to widen lead outreach and improve customer engagement.

Call and SMS logging: All communications, including calls and texts, are automatically registered in Salesforce, removing the need for manual entry.

Real-time Analytics: Track the performance of your Salesforce CTI and SMS interactions.

Case Study: Success with CTI and SMS In Real Estate

A real estate sales team incorporated GirikCTI and GirikSMS, developed by Girikon, into their Salesforce workflow. Post this integration, they reduced lead response time by 40%, increased call pickup rates by 30%, and witnessed a 25% increase in SMS engagement. All interactions were automatically logged in Salesforce, leading to deeper insight on performance.

Transform Your Salesforce Experience with CTI and SMS Integration with Girikon.

If you're ready to improve your Salesforce capabilities and achieve substantial outcomes, Girikon provides the tools and expertise to do it.