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Telephony Integration with Salesforce

Connect Telephony System with Salesforce and give your team to manage customer conversation very easily in a single dashboard. With SanCCS, agents can log in to Salesforce from one connected workspace. Instead of switching between two separate applications, your agents handle calls while working with customer information in Salesforce CRM. The telephony connecter helps teams respond faster, maintain better records, and create a smoother experience for both customers and staff.

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Why Choose Salesforce Phone Integration with a Telephony System?

Customer conversations often involve much more than simply answering a call. Agents may need to identify the callers, review previous interactions, and record the outcome of the conversation. Salesforce Phone Integration brings these activities together.

Salesforce Phone Integration

Saleforce CTI Integration also makes it easier to connect each call with the right customer record and maintain a clear history of interactions.

It supports key call handling actions, including:

  • Click to Call from the Salesforce Agent Screen
  • Incoming call notification for agents
  • Outbound calling through the web phone
  • Conference calling when another person needs to join the conversation
  • Call disposal after the interaction is completed
  • Reporting and call detail records
  • Access to call recording URLs for review and quality monitoring
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Key benefits of Telephony Connector with Salesforce

Faster Calling with Click to Call Icon

Faster Calling with Click to Call

Agents can start calls from the Salesforce CRM System instead of manually entering the phone number. A Salesforce Dialer Integration reduces unnecessary steps and helps agents connect with customers more quickly.

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Better Visibility During Incoming Calls

Incoming call notifications help agents recognize that a customer is trying to reach them. When the call is connected to Salesforce, the agent can manage the interaction with greater context and fewer delays.

One Dashboard for Calls and Customer Information Icon

One Dashboard for Calls and Customer Information

A Salesforce phone system integration allows agent to use telephony features while staying inside Salesforce CRM. This reduces the need to switch between the CRM and the alternate phone application.

Easier Conferencing Calling Icon

Easier Conferencing Calling

Agent can dial and connect with an additional participant when needed with conference call. It helps them resolve complex queries during the same interaction.

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More Consistent Call Records

Agent can dispose of calls and keep the results organized with Call Disposition Tags. This gives the team a clearer view of complete interaction and helps teams to follow up on unresolved customer needs.

Reporting and Recording Access Icon

Reporting and Recording Access

The reporting section and CDR section provide visibility into call activity. Call Recording helps managers review conversation, support coaching, and strengthen quality monitoring processes.

A Connected Way to Manage Customer Calls

Integrating telephony with Salesforce CRM consolidates an agent’s entire calling workflow into one unified dashboard. It helps teams log in, dial, manage, and wrap up all calls without switching applications.

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Frequently Asked Questions

Yes. You need an office telephony system which supports SIP based Trunk and Extensions. If you don’t have a phone system with SIP, then you need to migrate your phone system to IP based. It connects with Salesforce through SIP, allowing your office extensions and calls to work directly with the CRM.

The integration supports Salesforce CRM through its Telephony connector. Compatibility with specific Cloud or On-Premises versions may depend on the Salesforce setup and should be confirmed with the integration team.

Cloud Telephony integration with Salesforce streamline workflow with features like click to call, automatic call logging, call recording and built-in softphone within the CRM system. It eliminates tasks and allows the team to focus on customer interaction.

It's all depending on your server space for call recordings; Salesforce create link from your telephony server. Call logs directly stored on Salesforce, so it's up to your data plan from Salesforce.

Yes, after telephony integration, Salesforce has one Call Log and Recording link from where you can fetch all your data and recordings.

Yes, Salesforce supports any cloud telephony, CPaaS or CCaaS with a telephony connector or SIP Trunking.

Yes, all cloud telephonies give licenses to users based on Saleforce integration. There are companies who provide minutes-based billing also. You can also integrate with on-premises IPPBX on one-time charges. SAN has both solution cloud + on premises.

You can connect Salesforce CRM with your office telephony by making the IPPBX publicly accessible, activating Salesforce’s SIP/Telephony connector, and configuring your IPPBX extensions and trunk details in Saleforce. Once connected, incoming and outgoing calls can be managed through the Salesforce telephony interface.

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