Comparing Phone Systems for Salesforce: Cloudtalk, Aircall, and PhoneIQ
2 min
Many companies regularly use Salesforce to manage their client relationships more effectively. The advantages are numerous; from more efficient customer service, marketing automation, and analytics, the platform also offers several integrations that can help boost your sales and facilitate your employee’s work. One such group of popular integrations is telephony technology.
All businesses require good interoperability and flexibility. This is why many call centers frequently integrate Salesforce with third-party computer-telephony (CTI) systems to handle incoming and outgoing calls, log and create reports, and manage all customer information from a single dashboard. There are several advantages to using CTI systems, but the main one is the ability to work in integrated environments rather than isolated silos.
If you incorporate a telephony system into your Salesforce integrations, you will be able to reduce the workload of your reps and also boost productivity for your entire organization. Gone are the days when your employees had to call numbers and input customer information into their systems manually. With Salesforce CTI, you can plug your telephony into your Salesforce and reach clients with just one click.
There are many great options for integrating your company’s telephony using Salesforce. In this article, we will review and compare three popular ones: Cloudtalk, Aircall, and PhoneIQ - so you can determine which is the one that suits your business best.
What Makes a Salesforce CTI Good?
All CTI solutions for Salesforce offer several benefits - but, of course, these are not the same across all solutions. Whether one is best for you will depend on the specific needs of your company or organization, but there are some things worth considering when looking at the different offerings.
One common feature is click-to-dial, or a simple way to turn listed phone numbers into quick calls using just a button. Another is the ability for calls to appear directly on your screen accompanied by the customer context - which should show all the relevant information about who’s calling. Call logging and recording are also extremely useful, as they allow you to gather business insights and save time. Lastly, a good Salesforce CTI solution should have excellent reporting capabilities, including KPIs such as the number of calls made or average call length.
Using a Salesforce telephony integration can have a significant compounded impact over time. Cloudtalk, Aircall, and PhoneIQ all have the potential to maximize your productivity, but let’s go into a little more detail about which one is better suited for your business.
Choosing the Best Salesforce CTI Solution
We decided to use seven criteria to compare these three popular products and help you find the best Salesforce CTI solution for your organization. These are:
1. Softphone: A solution’s ability to manage voicemail, assign calls to cases, take and make calls through the internet, and tag them more easily.
2. Call Routing: The system’s potential to reroute callers to different departments and leaders.
3. Automation: Supporting Salesforce events that get triggered with certain telephony events and creating rules to suit different teams.
4. Multi-Channel Capability: The ability to let agents use and easily switch between various channels such as text messages, online meetings, phone, etc.
5. Advanced Telephony: The possibility of supporting advanced functionality such as automatic call recording, business hours, extension dialing, call controls, etc.
6. Analytics and Reporting: The ability to produce analytics and reports tracking performance, effectiveness, KPIs, etc.
7. Security and Compliance: The chance to include custom permissions and security levels for user access.
Comparing Cloudtalk, Aircall, and PhoneIQ Salesforce CTIs
Cloudtalk for Salesforce
Cloudtalk is a call center software solution for inbound customer support and sales calls. This program gives you a 360° customer overview as soon as you receive a call so that you can understand the callers’ needs in advance. In addition, this solution, which integrates with Salesforce, supports call routing to other departments and agents in your call center.
No matter the size of your organization, one of Cloudtalk’s most significant advantages is that you can build your own IVR routing tree using different criteria such as language preference, location, product, etc.
Cloudtalk works inside Salesforce to provide automated dialing and to handle incoming queries with more ease. The call widget is embedded in your Salesforce interface, and you can use 2-way real-time synchronization to work with notes, contacts, recordings, and tags. All numbers are also converted to buttons you can click to call.
This platform offers good value for money; however, it lacks some of the more advanced capabilities of popular CTIs, such as administrative access that goes beyond the standard operators and users. There is also no support for summary notes; onboarding documentation and personalization can be a little confusing initially.
Aircall for Salesforce
Aircall is an alternative phone solution ideal for both sales and support teams. Aircall uses cutting-edge Opus Codec technology, which results in better voice and transmission quality. The company has an impressive uptime of 99.99% on international servers, so they are a reliable solution.
Aircall’s CTI is easy to set up (out requires no hardware because it’s entirely cloud-based) and integrates easily with Salesforce. The program can help you increase productivity by routing calls, implementing time-saving processes, and creating workflows on the fly. It also offers live call monitoring, answering rules, message alerts, and cloud call center IVR menus.
This platform has been praised for its seamless integration with CRM systems such as Salesforce. However, customers have reported several problems with agent speed, response time, and call quality, which can lead to losses. Its analytics capabilities are not particularly powerful, either. Aircall is only available for mobile through an iOS app. There is no SMS integration.
PhoneIQ for Salesforce
PhoneIQ is built exclusively for Salesforce and, as such, allows users to access its range of features without needing to leave the platform. All calls, voicemails, and text messages happen directly within the same system and are automatically tracked and logged into it.
PhoneIQ offers several powerful tools that can help you boost productivity and turn customer insights into actionable results. For example, the platform includes a simple click-to-dial, and lets reps see all relevant caller information for every call they receive. You can also route customers directly to departments and case owners. Other features included in PhoneIQ are SMS messaging, voicemail drop, call monitoring, local presence dialing, call recording, call queueing, and power dialing.
PhoneIQ also allows users to track and analyze data in real-time through the native salesforce dashboard. You can run PhoneIQ within the Salesforce utility bar, as a mobile app, a desktop app, and on desk phones - offering incomparable flexibility. The company’s support staff are also certified Salesforce experts and will be able to help you set up and run your system in no time. You can try the program for free using their 7-day trial.
