Many organizations today are taking advantage of CTI software to improve the productivity of their contact center agents, enhance the customer’s experience, increase customer loyalty, and generate additional revenue. IRIS CTI for CRM provides integration to Salesforce using our Salesforce CRM Connector. By connecting directly with Salesforce, agents are armed with a 360 degree view of the customer – linking call and caller data. Armed with this information, agents can personalize their interaction with the customer, respond more precisely to customer inquiries and can resolve customer issues on a single call. With responsive and knowledgeable service representatives, your organization will stand out from the crowd and build long-lasting relationships with customers.
Following are the functionalities offered by our CTI:
Using the Calling Line ID (CLI) or Customer Number associated with an incoming call to pop a Salesforce record complete with the customer’s details directly from your Salesforce database. The Screenpop can also be triggered based on email id of an incoming mail.
When the CRM Connector is running, it enables a soft phone interface within the Salesforce window that allows the user to interact with the telephone system. This allows answering of inbound calls, making outbound calls and telephony functionality from within the browser window such as the ability to answer, drop, hold and transfer calls.
A single click launches an outbound call, reducing time and errors by calling customers directly from the Salesforce contact.
Coordinated call and data transfer
Transfer the call and the call data, including notes attached to the call record, to the receiving agent, enabling seamless support by more than one agent during a single interaction.
Automatic tagging of Communications
Call details such number, agent time of the call, interaction type can be automatically tagged for every call and update the CRM.