Salesforce CTI (Computer Telephony Integration) is a set of tools and features that enable integration between a customer relationship management (CRM) platform and a telephone system like RocketPhone. Salesforce CTI allows users to access and manage telephone calls directly from within the Salesforce platform, providing a seamless experience for customer service and sales teams.

Some of the key features and benefits of Salesforce CTI include:

• Call logging: Salesforce CTI allows users to log incoming and outgoing calls directly within the Salesforce platform. This can help to streamline the process of recording call details and improve the accuracy of customer data.

• Click-to-call: Salesforce CTI allows users to initiate calls directly from within the Salesforce platform, using the contact information stored in the CRM. This can save time and improve the efficiency of sales and customer service teams.

• Screen pop: When an incoming call is received, Salesforce CTI can automatically display the customer's information in the Salesforce platform, allowing the user to access relevant data and details about the customer during the call.

• Call recording: Salesforce CTI can integrate with call recording software to allow calls to be recorded directly within the Salesforce platform. This can be useful for training and quality assurance purposes.

Some phone system integrations provide more advanced features such as:

• Call transcription: All calls are recorded and then transcribed in real time. These are then saved automatically as call notes in Salesforce to prevent agents wasting time in call wrap. 

• Call bookmarking: Using the power of AI, transcriptions can be bookmarked with tags indicating important moments of conversation - for example when a competitor is mentioned. These bookmarks can then be saved with the call record in Salesforce.

• Salesforce dashboards and reports: With Salesforce CTI, all call data can be consolidated into native dashboards and reports in Salesforce.

• Knowledge base integration: For users of Salesforce Service Cloud, Salesforce CTIs with advanced capabilities can be used to automatically bring up knowledge articles when questions are asked by the customer

Book a demo of RocketPhone to see how our Salesforce CTI integration works.

Overall, Salesforce CTI provides a range of tools and features that can improve the efficiency and effectiveness of sales and customer service teams by integrating telephone systems with the Salesforce CRM platform.