Local Measure has launched its award-winning contact center solution, Engage, as a computer telephony integration (CTI) into the Salesforce platform.
It is now possible for businesses of all sizes to use Salesforce to deliver exceptional and personalized customer interactions. Using the Engage CTI, companies can now benefit from the deep functionality of the Engage contact center platform by embedding it into their Salesforce account.
What Is A CTI?
A CTI enables the seamless transfer of information between a business's phone systems and its CRM software, in this case, Salesforce, allowing agents to access information, such as customer details, and send that information back to the CRM to be managed and stored in real-time. Doing this improves the customer experience by providing better service and more relevant data, which can help businesses improve customer loyalty and relationships. Local Measure leverages the Open CTI framework within Salesforce.
How is the Engage CTI for Salesforce Different?
One System for Everything
Traditional CTIs utilize only the telephony of a CCaaS partner. In contrast, the Engage CTI is an end-to-end contact center solution with a single routing engine. In addition, the Engage CTI consolidates every channel, whether voice or digital, giving users the power and functionality of an omnichannel contact center without leaving Salesforce.
Break Down Silos and Optimize Productivity
With the Engage CTI, anyone in an organization using Salesforce can benefit from the combined power of the Engage contact center platform and Salesforce. As a result, businesses can easily streamline communications to deliver customer service beyond the contact center. Perfect for support agents, sales teams & field employees. The entire company can now deliver personalized customer experiences and automate repetitive processes to increase accuracy. In addition, consistent operational reports across all channels make consolidating business and agent metrics easy.
Maximize The Power of Salesforce
Anyone holding a Salesforce license can use the Engage CTI, which allows businesses to maximize the value of existing licenses with access to the following rich functionality;
- Make and receive calls.
- Screen pop to search page
- Integrated call flow and IVR control
- Complete Omnichannel out-of-the-box (Voice, webchat, email, SMS, Facebook messenger, Instagram DM, Twitter DM, WeChat, WhatsApp, Apple Business Chat)
- Review historical contact information to get an overview of all customer interactions
- Create and handle tasks for more efficient workflows
- Screen Pop to contact search
- Click to dial - find a customer profile in the CRM and dial them by simply clicking on their phone number.
- Call log
- Easily search and explore knowledge-base articles.
- Call Transcription and Recording
- Review historical contact information
- Add resolution codes
- Users can choose from an English, French, German, Spanish or Korean interface.
- Real Time Dashboards
Quick and Easy to Deploy
Unlike many CTI’s, the Engage CTI for Salesforce is quick and easy to deploy. With an Engage subscription, it just takes 3 minutes to be up and running in the Salesforce environment.
Why Use A CTI?
Integrated telephony and messaging with Salesforce CRM offer many benefits, including enabling remote working, cutting hardware costs, and improving data collection and proactive service.
Get Started Today
Our award-winning contact center solution, Engage, has already helped many businesses, including some of the world's most successful organizations, increase the productivity of their contact center staff.
If you use Salesforce Lightning, book a demo to find out how the Engage CTI can streamline your customer support operations and reduce costs.