SALESFORCE CTI INTEGRATION

Bright Pattern Salesforce CTI integration (Computer Telephony Integration) enables you to operate your Bright Pattern Contact Center solution in a seamless manner with your Salesforce Sales Cloud and Service Cloud applications, providing your Salesforce call center with features such as single sign-on, Salesforce data-driven interaction routing, screen pop, activity history, click-to-call functions, and more. Our advanced Salesforce CTI integration supports all available Salesforce CTI integration standards, including those for Salesforce Classic and Salesforce open CTI for Salesforce Lightning.

There are many benefits to Bright Pattern Salesforce CTI integration. Sales teams can use our outbound dialing (predictive dialer, progressive dialer, preview dialer) capabilities to reach more prospects and utilize the customer information contained within the Salesforce application to tailor your sales team’s conversations for personalized interactions. Salesforce CTI integration also helps customer service and support agents in many ways, including offering self-service tools such as IVR, advanced routing to deliver calls based on customer information contained within the Salesforce application, and screen pop to increase agent productivity. 

The Bright Pattern omnichannel call center solution for Salesforce gives your organization the ability to seamlessly communicate with clients throughout their entire customer journey. Our omnichannel platform allows representatives to engage with customers across a wide variety of channels (e.g., voice, IVR, SMS, chat, messaging, etc.) and effortlessly switch between them. The Bright Pattern omnichannel call center platform accesses the rich data contained in Salesforce Sales Cloud and Service Cloud to provide context and all relevant customer information across all channels, resulting in a single continuous conversation, greater personalization, and a customer experience that delivers higher levels of customer satisfaction.

SALESFORCE CTI INTEGRATION PROVIDES THE FOLLOWING FUNCTIONS FOR YOUR CONTACT CENTER:

  • Embedded Agent Desktop: The Bright Pattern Contact Center Agent Desktop can be embedded into your Salesforce application (Sales Cloud, Service Cloud, Lightning) or popped out for supervisor use in a separate browser tab or window
  • Single Sign-on: Simultaneous user logins to Salesforce and Bright Pattern Contact Center applications
  • Salesforce Data: Use Salesforce customer information to identify the agent best qualified to handle an incoming interaction using the information provided by the caller via the Bright Pattern IVR application
  • Work with Salesforce Objects: Easily update Salesforce data via self-service IVR applications, and use Bright Pattern scenarios to create, search, update, and delete Salesforce records
  • Screen Pop: Automatically display relevant Salesforce objects (e.g., contact details and case records) on the agent’s desktop when the interaction is delivered to the agent
  • Email Synchronization and Routing: Emails from the Agent Desktop application can be synchronized with Salesforce for routing and reporting; link emails from Agent Desktop to Salesforce Person Accounts, Contacts, and Accounts
  • List Import/Export: Import calling lists from Salesforce and export campaign results
  • Activity History: See all interaction-processing details (e.g., date, disposition, status, call recordings, etc.) and enable agents to handle interactions in context
  • Reports: View all interaction-processing details in Salesforce reports
  • Click-to-Call: Quickly dial contact numbers directly from the Salesforce application by clicking an icon
  • Automatically Mute Recordings: Stay compliant with industry standards and requirements by automatically muting call recordings and pausing agents’ screen recordings when sensitive data (e.g., cardholder data) is transmitted from the customer or when specific pages  (e.g., payment forms) are visited
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KEY FEATURES OF BRIGHT PATTERN SALESFORCE CALL CENTER SOLUTION:

  • Omnichannel cloud-based CRM contact center solution for Salesforce
  • Seamless Computer Telephony Integration (CTI) with Salesforce
  • For Sales Cloud, Service Cloud, Lightning, and more
  • Provides single customer view
  • Screen pop of customer information for an improved customer experience
  • Interactive Voice Response (IVR) technology
  • Built-in knowledge base
  • Omnichannel call center quality assurance tools and reporting
  • Campaign management
  • Inbound calls
  • Outbound calls
  • Blended call center
  • Artificial intelligence (AI)
  • Single sign-on (SSO) 
  • Real time and historical reporting and analytics
  • Click-to-call capability
  • All media channels supported
  • Predictive dialer
  • Progressive dialer
  • Preview dialer
  • Call recording
  • Screen recording
  • Social media

SUMMARY

Bright Pattern makes Salesforce omnichannel. Bright Pattern’s Salesforce CTI integration brings together the most advanced call center solution with your Salesforce Classic and Salesforce Lightning applications. By combining your call center communications channels with our Salesforce integration, you will give call center agents and call center user’s the ability to communicate on the channel the customer prefers. Keep call center agents productive by giving them the tools that automatically identify and route interactions to the most appropriate person, and screen pop customer information about the account directly to the agent’s screen. Transform your existing Salesforce application into a communications platform and empower your agents with the most advanced cloud-based call center software in the market.

WHY WAIT?

We are happy to answer questions, discuss specific workflows and requirements on a live presentation online, describe core benefits, or set up a pilot project to trial our applications without paying any license fees. Let Bright Pattern’s call center solution help you change the pattern of customer service