how to integrate salesforce with cti

[email protected] Toll Free : +1-877-284-1028


CTI Integration With Salesforce

The traditional process of outbound sales revolves around a sales executive interactive with a potential customer via phone.

No matter how many emails you exchange or attractive proposals and presentations you send, ultimately it is the one-on-one phone conversations which does the trick and clinches for you a deal.


Companies usually have two separate systems➔ one to track, analyze and record the sales process called the

customer relationship management(CRM) system ➔ the other called the computer telephony integration (CTI) system,

to make actual calls.



Salesforce is the most used lead-tracking and analysis system that is employed by companies ranging from startups to multi-billion dollar enterprises.




But now imagine a Salesforce systemthat not only helps you track the leadsbut actually allows you to make telephonic calls from within the same system.

It is possible and it has been catching fire, ever since the inception of this idea about two to three years ago.



In common practice there are two ways to integrate Salesforce with CTI systems.

\

CTI integration using Open CTI

tools

CTI integration using telephony service provider

APIs



CTi integration using Open CTI tools is a more wide spread method and the other one is obsolete but there are still some systems which use the older method.


CTI Integration Using

Open CTI Tools


CTI Integration Using Open CTI Tools

Salesforce Open CTI is a opensource CTI integration tooldevelped by Salesforce.comthemselves. The toolkit, alsoknown as Salesforce CRM CallCenter, allows you to integratethird-party CTI systems.


Open CTI is browser-based i.e. usedbrowsers as clientsfor CTI interface-thus givingdevelopers freedomto use cloudarchitectures.




The Salesforce CTI Tool allows salesforce developers to

1. Build and integrate CTI systems with all versions of Salesforce without the use of third party adapters




2. Provide a base to create customizable softphones integrated in the salesforce console itself.




3. Provide an integrated CTIsystems which is cross-platform compatible andcross-browser compatible.



For the process of computer telephony calling from salesforce itself, here are the components that we use

➔ Salesforce.com Open CTI API➔ Custom Salesforce Softphone built using Open CTI➔ Custom built Asynchronous Javascript Asterisk Manager

(AJAM) connector deployed on server


CTI Integration Using

Desktop CTI Tools


CTI Integration Using Desktop CTI Tools

This is more or less an obsolete method but before the launch of Open CTI it was the only method so there are a lot of systems out there which are based on it.



In this method every step and every information that goes to Salesforce goes through the telephone service provider’s adapter which is based on desktop.



Since the main component i.e. telephony service's CTI adapter is desktop based, this system can't be deployed on Cloud.

Also whenever any new version of Salesforce is launched the adapter became incompatible and the telephony company took long time to upgrade their connectors.



Because of these problems this method was dropped by Salesforce and developers alike.


You would need to use Coding Experts



As you may have noticed, every component in the process requires some level of coding.

The JAVA gateway connector program, Salesforce Softphone interface, even the salesforce.com Open CTI requires lots of custom development.



Algoworks technologies has been Integrating CTI systems with Salesforce since 2006.

In fact some of our the very first projects were around CTI integration with Salesforce. We are the leading experts of the field.


AuthorCo-Founder & Director

Open-Source | Salesforce | ECM

Pratyush is Co-Founder and Director at

Algoworks. He is responsible for managing,

growing open source technologies team and

has spearheaded more than 200 projects in

Salesforce CRM alone. He provides consulting

and advisory to clients looking for services

relating to CRM(Customer Relationship

Management) and ECM(Enterprise Content

Management). In the past, Pratyush has held

consulting roles with various global technology

leaders, such as Globallogic & HCL in India.

He holds an Engineering graduate degree from

Indian Institute of Technology, Roorkee.

Pratyush Kumar


THANK YOU

Learn about how Algoworks can help your business!

Call us at : +1-877-284-1028

Mail us at: [email protected]@algoworks.com

Official : Blog Link

mailto:[email protected]

mailto:[email protected]

http://www.algoworks.com/blog/cti-integration-with-salesforce/

how to integrate salesforce with cti

Technology

cti interface

open cti toolsfor

integrated cti systems

thirdparty cti systems

open cti apicustom sa

salesforce system

salesforce developers

salesforcecti integration