Integrating Salesforce with UCaaS and CCaaS: Open CTI & Service Cloud Voice Explained
Salesforce integration with Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) platforms is transforming how businesses manage communications and customer relationships.
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12/16/20242 min read
Open CTI: A Customizable Integration Framework
Open CTI (Computer Telephony Integration) is a JavaScript API that empowers developers to create third-party telephony integrations directly within Salesforce. Open CTI eliminates the need for additional adapters by enabling browser-based integration.
Most cloud communications providers have built their own CTI adapter as an installable package for Salesforce so that the integration is seamless.
The settings are typically configured on the provider's platform which means not all CTI adapters are the same. Many features are based on how the provider developed their CTI adapter, however there are a few key features that exist across all.
Key Features of Open CTI
Customizable Softphones: Build tailored call-control interfaces that operate directly in Salesforce.
Screen Pop: Pop records in Salesforce based on the ANI or data (such as Case number) passed through IVR.
Click to Dial: Gives agent ability to click on any number in Salesforce to make outbound call.
Common Use Cases for Open CTI
Businesses that would like to connect their phone system to Salesforce using a packaged, installable CTI adapter.
Organizations using non-standard or proprietary UCaaS/CCaaS platforms that need tailored integration (if the company would like to build their own CTI adapter - although we advise against this approach).
Considerations for Open CTI
The functionality of Open CTI integrations largely depends on the telephony provider. For instance, while many UCaaS and CCaaS providers offer out-of-the-box CTI adapters using Open CTI, their capabilities can differ significantly:
Some providers offer limited functionality, such as linking calls to specific Salesforce records like contacts or leads.
Others provide robust features, including the ability to link calls to any record in Salesforce accessible by the user.
Advanced call controls, like initiating or stopping call recordings (e.g., punch-in recording), may also be available with certain providers but not others.
Service Cloud Voice: A Managed Integration Solution
Service Cloud Voice integrates telephony capabilities natively into Salesforce Service Cloud, offering an all-in-one platform for customer communications. Built in partnership with telephony providers such as Amazon Connect, Service Cloud Voice is designed for businesses seeking a simplified, out-of-the-box solution.
Key Features of Service Cloud Voice
Unified Interface: Manage voice calls alongside other digital channels in the Omni-Channel workspace.
Real-Time Transcription: Automatically transcribe calls as they happen, enabling sentiment analysis and agent guidance.
AI-Powered Insights: Use Salesforce Einstein AI to recommend next-best actions and automate routine tasks.
Simplified Deployment: Pre-built integrations with select telephony partners reduce setup time and complexity.
Common Use Cases for Service Cloud Voice
Businesses prioritizing speed-to-market with a managed solution.
Organizations wanting to leverage AI-driven insights baked into Salesforce directly.
Omnichannel and routing can be built directly in Salesforce using Flows.
Considerations for Service Cloud Voice
Provider Dependency: Currently, Service Cloud Voice primarily supports Amazon Connect. However, some telephony providers integrate seamlessly with Service Cloud Voice through the Bring Your Own Telephony (BYOT) model. This approach allows businesses to use their preferred provider but may involve additional costs for setup and licensing.
Feature Availability: While comprehensive, features depend on the specific telephony partner’s capabilities.
Additional Costs: Service Cloud Voice requires a separate license, which can increase overall expenses. Businesses should carefully evaluate the cost structure to ensure alignment with their budget.
Choosing the Right Solution
When evaluating your next cloud communications provider for Salesforce, consider their out of the box integration capabilities and whether or not they support Open CTI or Service Cloud Voice.
The Role of CommCorrect Technologies
Navigating the complexities of Salesforce integrations can be daunting, but you don’t have to do it alone. At CommCorrect Technologies, we specialize in helping businesses evaluate and implement UCaaS and CCaaS solutions that seamlessly integrate with Salesforce. Whether you want to leverage an installable Open CTI solution or want to explore Service Cloud Voice, our team offers:
Needs Assessments: Identify the features and tools that align with your goals.
Vendor Comparisons: Understand the strengths and limitations of top telephony providers.
Expert Guidance: Receive recommendations tailored to your business.
Ready to enhance your Salesforce integration? Contact us today for a free consultation and take the next step toward transforming your customer communications.