Integration with Salesforce

Phone system integration for Salesforce

Phone system integration for Salesforce Service Cloud

Integrate Salesforce with CloudTalk and get a modern call center inside your favorite CRM. Convert more deals with smart and automated dialing and handle incoming queries with ease.

Quick feature overview:

  • Handle calls without ever leaving Salesforce (call widget is embedded to your Salesforce interface)
  • 2-way Real time synchronization (Calls, Notes, Contacts, Recordings, Tags)
  • Sync is done for all data related to your Salesforce deals
  • Click-to-Call - hover over Salesforce contacts and easily initiate calls one by one or user Smart dialer to create a dial queue with one click
  • Access recordings directly in Salesforce
  • See caller's Salesforce details before picking up the call

Click-to-call from Salesforce

You can use CloudTalk to make outbound calls either one by one or add multiple numbers into your call queue. Just use the click-to-call option, click on a number saved in your Salesforce account and the app will automatically dial the number for you.

As soon as your CloudTalk Phone rings, a real-time CloudTalk card will pop up on your Salesforce screen, displaying:

  • the caller’s name
  • contact details (phone number, email, address…)
  • history of interactions, including information on calls and recordings
  • the caller’s cases and chats from Salesforce
  • customer notes
  • any other customer activities in Salesforce or CloudTalk

If necessary, you can simply click on the contact’s detail and switch to your CloudTalk interface.
Your agents will no longer waste their time looking for information in multiple places. By using a single integrated system, you will improve your team’s productivity and speed.

Salesforce call center integration

Two-way synchronization

Automatic data synchronization in both systems means that you always have access to up-to-date data.
Statistics displayed in CloudTalk Dashboard can be opened in your Salesforce system as well, allowing you to have a complete overview of your calls.

With a single click, you will get a quick access to statistics, including:

  • Average waiting time 
  • Service level
  • Average abandonment rate

All data on CloudTalk calls are available in Salesforce. After each customer call, Salesforce automatically creates a case and a call log, storing all call-related information.

Reports and Dashboards can be customized and linked to data that you already have in Salesforce.

Naturally, contacts are synchronized automatically. If you create or edit an existing contact in Salesforce, all changes and updates are transferred to CloudTalk, and vice versa. With automatic two-way synchronization, your team members will use their time more efficiently, as they will no longer have to enter customer details manually in multiple systems.
"If you know your clients, you can customize your approach to their specific needs and improve their customer experience."

How to setup Salesforce integration with CloudTalk?

See complete Salesforce setup guide here.


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