Enhancing Salesforce Call Center Experience with GirikCTI

Struggling to manage a high volume of customer calls?  

Well, there is more you need than just a seamless call center system. A next generation telephony solution that revolutionizes your customer interactions—GirikCTI.  

Combining the power of cutting-edge CTI technology and Salesforce’s CRM, GirikCTI automates call routing, maximizes efficiency and improves response rates.  

Via automation technology, smart call management features and real-time data analysis, it helps optimizing contact center operation. Discover more on how this platform turns your call center into a powerhouse of customer satisfaction with this guide.  

Does Salesforce Own a Call Center? 

While Salesforce doesn’t come with a built-in call center solution, it supports integration with CTI platforms like GirikCTI. By leveraging this integration, businesses can amalgamate the power of Salesforce and telephonic system together. Thus, unlocking features like IVR response elements, click-to-dial, intelligent call distribution, and automated record creation.  

Overall, Salesforce CTI integration enhances the ability of sales and support team to handle customer interactions more effectively.  

How GirikCTI Improves the Salesforce Call Center Experience  

Now, let’s move into the details of features that let your sales reps seamlessly manage calls with just some taps and clicks on the system.  

1. Intelligent Call Routing 

Featured with intelligent call routing, Salesforce CTI platform—GirikCTI analyzes call information, the context of the call, and agents’ availability. Therein, it directs incoming calls to the most appropriate agent, ensuring that the right person handles the issue. These optimized routing decisions not just minimizes transfers but also reduces hold times, letting call centers operate more efficiently. Additionally, it ensures that agents are handling the right calls, leading to better utilization of resources.  

2. IVR and Self-Service  

IVR (Interactive Voice Response) is an automated telephone system that engages with callers via pre-recorded messages, voice prompts, dynamic menu options, etc., to guide them with desired information. This allows customers to independently resolve their issues without the need for assistance from live agents. Businesses that handle a large volume of calls about bank account balance and appointment scheduling, can simply rely on IVR. Thus, freeing up agents to focus more on value-driven and complex tasks.  

3. Automated Call Logging   

Automated call logging eliminates the need to do manual entry and automatically records details of incoming and outcoming call including:  

• Call Destination- The recipient of the call. (agent, department, or phone number) 

• Call Origin- Where the call emerged from. (customer’s phone number, or a website) 

• Caller ID- The contact number of the person calling. 

• Agent ID- ID of the agent who handles the call. 

• Call Duration- The length of the call.  

• Call Start and End Times- The date and time when call started and ended.  

• Disposition Code- A code that describes whether the call is resolved or unresolved.  

Sales reps, upon having a glimpse of this information in customizable and digestible reports, can easily optimize their call center operations.  

4. Call Whispering and Live Monitoring  

Call whispering allows a training coach to discreetly guide an agent during a live call without the customer hearing. Thus, helping agents handle difficult situation with ease while following supervisor’s guidance and adhering to best practices. On the other hand, live monitoring enables supervisor to listen to live calls between agents and customers. Thus, letting them evaluate agent performance, ensure consistent customer service quality, and identify areas for improvement. To enable any of these in GirikCTI, ensure to connect with our experts. 

5. Sticky Agent   

Sticky Agent refers to the same agent that the customer interacts with for their present and future issues. Eliminating the hassle of repeating the issue to a new agent, this feature reduces customers’ frustration. Thus, ensuring consistent interactions, stronger relationships, and personalized experience. More than this, this sort of mapping behavior provides such support and guidance that customers expect and deserve.  

 6. Click-to-Dial  

Just as the name suggests, click-to-dial allows users to automatically start a phone call to customers with just a single click. It eradicates the need to manually dial a number, ensuring agents can easily connect with customers and convert website traffic into phone calls. Additionally, click to call enables customers to call a business directly from click-to-call buttons or links in their websites. This ensures increased engagement, enhanced customer satisfaction, and improved sales & conversions.  

7. Real-time Screen Pop-Ups

From the moment an agent receives a call, GirikCTI fetches customer information from Salesforce’s database. Therein, it pops up a screen containing essential details, i.e., customers’ past interaction, support tickets, and purchase history. With the necessary information upfront, agents anticipate customer needs. Thus, minimizing errors in service delivery, prioritizing accurate data handling, and ensuring seamless experience. Book a free trial of GirikCTI to learn how it executes this feature.  

8. Call Analytics and Sentiment Analysis  

While sentiment analysis involves analyzing emotional tone and opinions expressed by customers during the calls, call analytics focuses on examining call data to learn in depth about customer behavior, overall call quality, and agent performance. Other than this, call analytics help examine certain metrics too—wait times, call volume, call duration, agent productivity, customer effort, call outcomes, caller demographics, etc. With such insights, businesses can make relevant decisions for their marketing strategies.  

9. Power Dialer 

Another most crucial feature of GirikCTI is power dialer. It is an automated dialing tool that automatically calls the next numbers from the list, one after another, as soon as the agent concludes communicating with the previous caller. This not just ensures continuous flow of calls but also streamlines outbound call management. The best part? Some studies have proved that using a power dialer leads to 30-100% increase in sales conversion rates.  

Benefits of Using GirikCTI- A CTI for Salesforce 

1. Personalized Interactions 

GirikCTI allows sales reps to view caller’s history, tickets, past interactions, account details, etc., on the screen just after they place a call. This helps them provide personalized and efficient service.  

2. Faster Resolution 

ICR technology, by connecting callers with the right agent, lets sales reps prioritize high-value customers or urgent issues, ensuring that they receive prompt attention and faster resolution. 

3. Reduced Agent Workload  

The dynamic ability of click-to-dial feature reduces agents’ workload of manually dialing different numbers, thus letting representatives connect with customers more seamlessly. 

4. Accurate Data Management 

Call analytics and sentiment analysis together extract valuable insights into call duration, frequency, and quality, thus letting businesses optimize the data for further improvement.  

5. Better Agent Performance 

Features like call whispering and call monitoring enable supervisors to track agent performance during complex interactions, helping improve consistency and ensuring high-quality customer service. 

6. Seamless Customer Relationships 

Sticky agents, within CTI for Salesforce, allow businesses to serve customers better and make them loyal to their brands—thus seamlessly improving customer relationships like never before.  

7. Increased Efficiency  

With automated call logging and recording every crucial detail about the calls, sales agents can reduce their efforts in manual data entry, ultimately saving time and resources while boosting efficiency.  

8. 24/7 Availability 

Solutions like IVR enable businesses to provide round-the-clock availability to their customers and address their common queries without the need for expert intervention.  

To Sum it Up! 

So, this is about GirikCTI and how it enhances Salesforce call center experience. With this in place, you can easily streamline call handling, reduce agent workload, and deliver exceptional customer service. 

The best thing is you can reach leads and customers with maximum efficiency, reduced costs, and automated workflow. Want to learn more about this dynamic platform and how it helps you drive loyalty and trust among customers? Request a demo today!