Computer Telephony Integration (CTI) with Salesforce, using an on-premise Communication Platform may also have impact for your Salesforce users. Integration with Salesforce may happen via an AppExchange component, but there may also be the proposal to use the Communication Platform’s fat-client application. Instead of going Cloud all the way, this requires the installation of a Client application on the user’s desktop, and it is a completely different way to support your customers.
Why would you consider using CTI with a fat-client solution?
There are different reasons to make CTI using the Communication platform’s fat-client application:
- Your communication platform has been implemented and completely configured for different channels. This means that incoming calls, incoming e-mails, webform and/or chats are all managed by your Communication platform
- The Communication platform is used for workforce management, and it is unclear what effect process and solution changes may bring to the functionality
- Service desk agents are used to work with the Communication platform’s fat-client
- Intelligent (and complex?) routing strategies have been implemented in the Communication platform
What does this mean in your environment?
As described in my previous post, there will be long distance Internet connection between your on-premise Communication platform and Salesforce:
This communication is required to retrieve the caller’s details from within Salesforce in the Interactive Voice Recognition (IVR) application, and to allow showing the correct Contact page when doing the popup on the agent’s desktop.
This query will be done with every incoming communication via all channels that you support.
What does this mean for your Service Desk agents?
Instead of only using the Salesforce Service Cloud Console, your agents will use the Communication platform’s fat-client application to handle the incoming questions
In this scenario, all actions are done in the fat-client application. The data that is displayed in Salesforce is for information-only.
Of course, at the end of the conversation, a Case and/or Activity may get created in Salesforce. So it is surely possible to create the 360° view in Salesforce, but this will happen ‘after the facts‘. For as long as the conversation happens, no data will be saved in Salesforce.
CTI with Salesforce Service Console
While the above-mentioned reasons may be valid to make this type of Computer Telephony Integration, the Service Console in Salesforce has been optimized to make the life of your agents much more easy. Instead of displaying a new Salesforce screen for every incoming communication, fully integrated solution allow your agents to handle all actions inside Salesforce
This example shows the Dial Pad fully integrated in Salesforce, with automatic display of the Case details as a sub-tab of the Account record.
It is clear that your Service Desk agents may do all their actions straight from within Salesforce.
Next to this function shift, there’s also a clear technical change in this setup
Instead of having a long-distance data connection, this setup ensure that your data connection with Salesforce is kept to a minimum. Having Salesforce integrated with a Cloud Contact Center solution ensures better and more secure communication.
Of course, every company has its own situation. Every setup has to be analysed in detail, and options have to be weighed. We at Omnicloud may assist you in this exercise! You want to know more about our approach, support and experience? Then read this page and register for a free 30-minute call!