CTI INTEGRATION USING SALESFORCE.COM CRM

Customers want to call agent for immediate help. In our project, we will show how you can add Soft Phone, called as a call-control tool, to the footer of the Sales force console so that agents can answer phone calls and update customer information in Sales force while speaking with customers. We are going to create a Soft Phone with very limited capabilities. We will have created a Soft Phone that lets agents make phone numbers clickable in Sales force, and screen pop a contact record. Later, we will point you to some resources that will help build more robust call tools. Some background on CTI: Sales force and its relative offer many options to choose from, including Open CTI, which gives you the benefits of cloud architecture and less maintenance. Sales force’s online marketplace for apps. it creates a call centre for your organization third-party CTI system that integrates with Sales force. Add users to the call centre so that they can do and receive calls with a Soft Phone in Sales force.