There has been a structural change in business communication with the introduction of VoIP (Voice over Internet Protocol) and Salesforce CTI. Legacy phone systems are inadequate to legacy phone systems. The VoIP solutions being offered by Salesforce are now redefining the way teams can manage inbound as well as outbound calls with the infusion of intelligent voice to the CRM interface.
In the current interconnected world, the application of calling systems in Salesforce is not an option anymore. Teams require quicker work processes, live caller intelligence, and smart call forwarding. Sales and support agents using Salesforce VoIP especially spend all their time making phone calls: they work within a data-driven voice environment that enables them to work smarter and quicker.
What Is VoIP Salesforce?
Salesforce VoIP is the practice of integrating cloud-based voice systems (such as Twilio, RingCentral or voice modules of 360 SMS App) with Salesforce via Computer Telephony Integration (CTI). In place of calling over conventional landlines or off-line dialers, teams can make and receive calls straight within Salesforce over the internet, with immediate access to context and activity histories and call controls there, making it feasible to do without switching among tabs.
In contrast to isolated VoIP systems, Salesforce VoIP applications unify CRM intelligence and call infrastructure to facilitate the complete accuracy with which calls are handled and voice processes are managed.
The Transformation Sales/Support Processes through Salesforce VoIP Solutions
Once set up, Salesforce CTI integrations not only make calling easier, but they also incorporate voice into the actual CRM operations. To log all sales calls, route support inquiries, establish the callback processes, and so on, VoIP in Salesforce brings organization to voice communications.
This is how the developed Salesforce VoIP systems can revolutionize the work of teams:
- Real-time Caller Identity: When a phone rings, historical customer contextual data such as latest orders, case history or sales pipeline can be displayed against the agent.
- Click-to-Call Feature: Salespeople no longer make calling errors and lose time dialling out of CRM records.
- Automatic Call Logging: All interactions will be auto-logged and time-stamped in Salesforce so that every interaction is complete in the historical context.
- Integrated Call Dispositions: Calls can be tagged by the agent with custom dispositions (e.g. interested, follow up is required) that directly open follow-up workflows.
- Built-in call recording: Voice logs are securely stored and referenced back to a particular Salesforce record, can be used for feedback or training purposes or as a firm compliance.
Case: Salesforce Use Case – Sales Acceleration with Salesforce VoIP
Integrated VoIP calling is useful in high-volume outreach campaigns as it becomes easy to make calls as a sales team.
An ordinary tactic:
- Upload a desired target list in Salesforce
- Call your customer with the click-to-call system through 360 SMS App CTI or RingCentral widget of RingCentral
- Result of log call (interested, wrong number, not available)
- Send automatic follow-ups on SMS/email according to the call disposition
- Leave a flag-off day charge when there is no reply in 48 hours
All this pipeline is in the Salesforce console and involves fewer manual admin duties and correlates all voice interactions with the measure of sales.
Use Case: Enhance Workflows by CTI-powered Voice
Call resolution tracking and call context are important to support desks. By using Salesforce CTI integration, help desk agents can:
- See cases opened in case a customer calls
- Read preloaded call scripts depending on the kind of issue
- Drill new cases ad hoc and associate them with active calls
- Transfer the calls to relevant departments with in-built call routing logic
Quality control: record and tag calls
With such cloud telephony apps as Aircall and 360 SMS App, calls can be easily tagged based on the case and with user profile-driven voice prompts, which would make the resolution of the issues in the instance of the service a lot quicker and organized.
Forged Salesforce CTI Providers
Several enterprise-level and mid-market CTI companies provide Salesforce VoIP solutions. The most important players are some of the following:
360 SMS App. The SMS application also includes the following features: CTI integration, SMS, voice drop, IVR workflows with call dispositioning all built natively in Salesforce.
- Twilio Flex– Codeable voice and IVR pipelines to meet extensive use cases and contact centres with large volumes.
- Aircall– This is a lightweight Salesforce CTI strongly focused on SMB support teams and call analytics.
- RingCentral– Enterprise-class voice over IP with built-in Salesforce dialers and workflow event triggers.
- Vonage: Salesforce native call handling, transcription and post-call processes.
The features of each platform vary concerning complexity of setup, native integration and scalability. To illustrate, 360 SMS App is a unique product that a business would want to enable consolidation of voice + messaging in Salesforce without the necessity to add multiple connectors.
Strategic benefits of Salesforce VoIP
Since voice channels are entrenched in the CRM logic, businesses acquire:
- Context-Aware Calling – All calls begin with meaningful data, and agents do not need to do discovery questions and can resolve calls quicker.
- Data-Driven Voice Operations- Call times, wait times and resolution measures are input into dashboard monitors in real time.
- Process Consistency- Even each voice touchpoint is structured with the use of templated scripts, pre-call checklists, and after-call workflows.
- Agent Productivity – No going through different systems and writing notes manually; when making a change, it is automatically updated on a Salesforce record.
Getting Rid of Old Telephony
The visibility of traditional PBX systems is constrained, and they are not evolving along with more contemporary sales/support processes. With support of CTI integrations, Salesforce VoIP products turn calling into a connected operation layer.
In case your teams are flip-flopping between dialers, spreadsheets and CRM tabs, then it is time that you consider a native VoIP system as that provided by 360 SMS App. An integrated SMS, WhatsApp, voice, and call workflow is able to make teams communicate more intuitively without incurring any technical burden.
The integration of Salesforce VoIP and CTI represents a notable phase of development of voice management in enterprise settings. Businesses can create smarter voice pipelines by inserting structure, data context, and CRM logic into each and every call to accelerate sales and solve customer support problems.
You can go with 360 SMS App because of its messaging-voice hybrid, or implement a specialist voice CTI such as RingCentral, but in either way, aligning voice infrastructure with Salesforce is a step towards precision-driven communication in the voice-first era before us.