Turn Salesforce into a Complete Contact Center Solution
With agent assistance powered by GenAI, the Engage CTI (Computer Telephony Integration) turns your Salesforce platform into a complete omnichannel contact center out-of-the-box.
The Engage CTI is different to other adapters, it works
Over 150,000 businesses globally rely on Salesforce. With the Engage CTI, your contact center and anyone in your organization using Salesforce can take customer experience to a new level. Perfect for agents, sales teams & field workers.
of consumers are concerned about data security.
Source - KPMG
of customers rate personalization as “highly important” in today’s financial services landscape
Source - BusinessWire, 2021
Only
of banks have a unified customer record that tracks all interactions with the bank via all channels, including key results of customer inquiries.
Source - Banking Hub, 2020
of consumers are concerned about data security.
Source - KPMG
The Engage CTI streamlines support from Salesforce
The Engage CTI is a fully-fledged contact center within Salesforce. Run your entire support team from Salesforce with click to call voice and chat, screen pop, historical data, resolution codes, and more for accuracy & efficiency.
of customers rate personalization as “highly important” in today’s financial services landscape
Source - BusinessWire, 2021
Use Salesforce to deliver hyper-personalized support
The Engage CTI includes intelligent AI and features like sentiment analysis, chatbots, skills-based routing and more to personalize your support. It is also omnichannel adding Voice, Email, SMS, Facebook Messenger, Instagram DM, Twitter DM, WhatsApp, WeChat, and Webchat out-of-the-box.
Only
of banks have a unified customer record that tracks all interactions with the bank via all channels, including key results of customer inquiries.
Source - Banking Hub, 2020
The Engage CTI rapidly reduces setup time & costs
Salesforce CTI adapters are traditionally expensive, with per-seat fees, complex installation, and agent training requirements. The Engage CTI is intuitive and fast to implement, providing a superior time-to-value.
The new Salesforce CTI, that's a contact center out-of-the-box
Turning Salesforce into your new communications HQ is easy.
1. Simple Salesforce Setup
For the Engage CTI installation, you simply need a Salesforce Lightning License that is the professional level or above. Our team can assist if you need it.
2. Engage Implementation
The Engage CTI is powered by Engage, a leading cloud contact center solution that helps you improve your customer experience and agent productivity.
3. CTI Installation
Adding the Engage CTI to Salesforce is available in two options: Self-service and Guided-service. The Guided Implementation is fully managed for you.
A smarter Salesforce CTI solution
Experience excellence, right out of the box
Complete contact center
If you use Salesforce, simply add the Engage CTI adapter for a complete contact center solution out-of-the-box. The Engage CTI is ideal for all teams, not just agents.
Faster and cost-effective
Salesforce CTI adapters are traditionally expensive. The Engage CTI is exceptionally cost-effective. Add any employee using Salesforce, with one simple subscription.
True omnichannel CTI
Add Voice, Email, SMS, Facebook Messenger, Instagram DM, Twitter DM, WhatsApp, WeChat and Webchat to Salesforce out-of-the-box.
Leverages Amazon Connect
Skills-based routing, automated workflows, proactive chatbot integrations and more, you can increase productivity through the latest AI & machine learning technology.
Positive employee experience
Give your agents the tools they need, all with Salesforce to help them perform their job quickly, and easily. With a beautifully intuitive agent interface.
Customer personalization
Better understand your customers and anticipate needs to personalize their experience, with knowledge base, customer profiles and internal notes.
Uncompromising security
With SOC 2 Type II compliance, GDPR, CCPA and the Australian Privacy Principles, protecting your business and the privacy of your customer's data comes standard.
Actionable business intelligence
Get valuable insights that drive continuous business Improvements, including real-time dashboards, resolution codes, existing BI tool integration and more.
FAQs
We're here if you need us to
Yes! Salesforce can be transformed into a complete contact center solution thanks to the use of the Engage CTI adapter. There are over 150,000 businesses globally that rely on Salesforce so it’s suitable for a range of businesses.
Engage CTI helps to turn Salesforce into a fully-fledged contact center with click-to-call voice and chat, omnichannel integration, historical data and much more. Paired with our intelligent Generative AI features, turn Salesforce into the ultimate solution for delivering meaningful and personalized support to customers.
Salesforce is predominantly known as a customer relationship management (CRM) platform, but it can also serve as a powerful customer service software when you integrate the Engage CTI adapter.
This adapter extends Salesforce’s capabilities so you can run your entire customer support team within the Salesforce environment. The Engage CTI offers features like click-to-call voice and chat, omnichannel integration, historical data and more. Salesforce coupled with the Engage CTI and our Generative AI features make it a great solution for all your customer service software needs.
If you’re looking for a powerful and easily implementable call center solution, Salesforce paired with the Engage CTI Adapter may be an ideal fit for your business. Traditional CTI adapters are known for their high costs and general complexities, but the Engage CTI is intuitive, fast to implement, and cost-effective.
The Engage CTI transforms Salesforce into a complete contact center solution with true omnichannel capabilities across voice, email, SMS, and social messaging.
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