Call Center Integration seamlessly integrates Salesforce with third-party computer-telephony integration (CTI) systems. The user can use the features of a CTI system through the Salesforce SoftPhone, a customizable call control tool that appears in the sidebar of every Salesforce page.
The SoftPhone allows Salesforce users to:
-Make calls by dialing a number in the SoftPhone, choosing a number in an online directory, or clicking a phone number in
any contact, lead, activity, or account.
-Quickly view all Salesforce records that are related to the call, such as contacts, cases, or accounts.
-Initiate conference calls.
-Put callers on hold.
-Attach records to calls.
-Generate automatic call logs.
Administrators can configure Call Center Edition by:
-Modifying SoftPhone layouts and assigning them to selected user profiles.
-Adding phone numbers to call center directories.
Developers can use Salesforce Call Center Edition code libraries to:
-Customize the functionality of existing CTI adapters.
-Build new CTI adapters for phone systems that are not yet supported
Please contact your Account Executive for more information.