Firstly what is “CTI” ?
„CTI is Computer Telephony Integration a common name for any technology that allows interactions on a telephone and a computer to be integrated or coordinated“. Source: Wikipedia.
CTI delivers some amazing productivity dividends thorough functions like Click-to-dial, from any phone number in Salesforce and from any external phone device, automatic customer record retrieval on an inbound call and call wrap up. The average call takes around three minutes to wrap up and save as an activity history task in Salesforce. Just these three functions on their own can reduce sales and service agent CRM admin time by a third. With the average inside sales or service desk operator handling up to 60 calls per day that is a potential time saving of one hour per day or 15% of productive time for each employee that can be reinvested in the business in countless ways.
With the average inside sales or service desk operator handling up to 60 calls per day, a CTI function can lead to a time saving of one hour per day or 15% of productive time.
CTI is a thing
Last month Salesforce released its latest “Open CTI Developer Guide v41.0, Winter ’18”.
It’s a more than a substantial guide for those who are interested in developing a CTI application that will allow you to perform all the popular CTI functions you would expect, like Click-to-CALL from any phone number in Salesforce and from any external phone device. Automatically pop a customer contact record or pop a case record on an inbound call and wrap up calls to an activity task or case record in Salesforce at the click of a mouse.
Luckily you don’t have to develop your own, there are literally dozens of CTI products available on the Salesforce AppExchange, but then which one?
Natterbox CTI provides much more than the aforementioned features and the latest version now includes a full Salesforce Progressive Dialler and Preview Dialler (or Dialer depending on which side of the pond you are).
However CTI is only part of the solution, unless you are routing calls in an efficient way and in a way that optimises personalisation, you are potentially selling yourself short.
Customer Experience over Product Quality
According to the Salesforce research report The State of the Connected Customer, customer loyalty no longer depends on the quality of the offered products or services, but rather on the accuracy and ease of the customer experience. Customers now hold brands to new standards, and they expect companies to use technology that provides more proactive, intelligent exchanges, demonstrating that they understand them, with more than half of consumers saying they’re likely to switch brands if a company doesn’t anticipate their needs. Despite the notion that connected customers are technology entrenched, they still value personal relationships with companies with two-thirds of consumers likely to switch brands if they’re treated like a number instead of an individual.
80% of business buyers expect companies to respond to them in real time as their businesses evolve to instantly meet their own customers’ demands.
The same report goes on to say that 80% of business buyers expect companies to respond to them in real time as their businesses evolve to instantly meet their own customers’ demands. When it comes to customer service and support, close to 90% of business buyers say an immediate response influences their loyalty and they rate EMAIL and the PHONE as the most critical channels for getting help. When you think about it though, email does not exactly lend itself to immediacy in the same way the telephone does.
Why Natterbox is better?
Natterbox has been providing CTI for Salesforce since 2010 however because CTI is the most visible aspect of our system we regularly get pigeon holed as a “CTI Vendor”. And despite the fact that our CTI is now also a Dialler, CTI represents just a fraction of the functionality offered by Natterbox.
Natterbox Advanced Voice Services is a complete global business phone system with contact centre 100% embedded and managed in Salesforce. Administrators can create and manage an entire phone system and Contact Centre, create personalised caller journeys and buy numbers through Salesforce.
Unlike most on-premise, hosted PBX or contact centre solutions, Natterbox AVS can instantly scale for global expansion.
100% embedded and managed in Salesforce means seamless administration and leveraging unparalleled data integration. Natterbox provides real-time Business Intelligence, enabling personalisation of the customer experience and increased speed of engagement leading to greater levels of customer satisfaction and loyalty.
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