Over the past months I have had different companies asking how to integrate incoming calls with Salesforce. Not necessarily looking into an omnichannel approach, but basically getting customers connected with the right agent and ensuring that the agent has the correct information displayed.
Computer Telephony Integration (CTI) with Salesforce, using an on-premise Communication Platform may also have impact for your Salesforce users. Integration with Salesforce may happen via an AppExchange component, but there may also be the proposal to use the Communication Platform's fat-client application. Instead of going Cloud all the way, this requires the installation of a Client application on the user's desktop, and it is a c
Companies implementing Salesforce Service Cloud often ask what is the best solution to have Computer Telephony Integration (CTI) done efficiently. They want to harmonise different channels in their support organisation, but what solution is best and what happens where when you want to streamline incoming calls, e-mails, web requests, chats... in one support team?