Salesforce: CTI Toolbar
Integration between Contact Center and Salesforce CRM
Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE), Freeswitch, FusionPBX
Embedded CTI telephony and chat toolbar within SFDC with call and agent state controls, eliminating the need for agents to switch between applications.
Customer information screen-pop
The caller account popup on call arrival happens based on the caller’s phone number. The caller’s number is matched with any of the SFDC Contact’s phone number fields and the popup takes place within the SFDC (Sales Force Dot Com).
CTI Call controls
Controls/buttons on the connector change based on the current state of the agent/call and on the telephony event fired from the contact center. Using the communication toolbar, agent can perform the following actions.
- Accept an incoming call.
- Hold/Resume/End call.
- Consult call.
- Transfer call.
- Conference call.
Agent State Controls
The CTI toolbar within Salesforce also allows the agents to manage their states. The following state controls are supported,
- Not Ready
Embed chats within SFDC using Expertflow Hybrid Chat, that can connect you to Whatsapp, Facebook Messenger, Viber, SMS . Parts of a chat can also be automated by using Bots such as SFDC Einstein Bots, IBM Watson, Google Dialogflow, Microsoft Botframework, rasa.ai.
The advantage of the Expertflow approach is that you'll have a unified CTI state and queuing across all media, and that you can leverage your AI (Artificial Intelligence) capabilities such as NLU (Natural Language Understanding) for chat.