Top 5 CTI solutions for Salesforce CRM
7 min
Integrated telephony with Salesforce CRM opens up a whole host of benefits, including enabling remote working, cutting hardware costs, and improved call center data collection.
If you’re looking to integrate your telephony into Salesforce CRM, you’ll need to choose from several CTI (Computer Telephony Integration) options.
To help you narrow down the field and choose the best solution for you, we’ve compiled a countdown of the top five CTI solutions for Salesforce CRM along with a brief review of each option.
5. Lightning Dialer
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Lightning Dialer is a Salesforce CTI solution that is simple-to-use and implement. The VoIP feature works pretty much straight out of the box, with numbers automatically imported from Salesforce contact records, allowing for single-click calling.
One of the stand-out features of Lightning Dialer is the ability to create calling lists, which simply involves clicking several contacts to add them to a queue. As soon as an agent finishes one call, the next number in the queue is dialled automatically which is a great way to increase productivity.
Another useful feature is the voicemail drop which allows you to pre-record voicemail messages that you can automatically drop into a contact’s voicemail box if they don’t answer. In other words, it saves you from having to say the same thing over and over again when calls go to voicemail. This can save hours per week for busy sales agents.
From a management perspective, Lightning Dialer ticks all the tracking boxes, with automatic data capture and analysis, with an option to analyse whether call stats are in line with KPIs.
The only real downside of Lightning Dialer are the pricing plans. The pricing packages are inflexible and confusing, with individual call charges for inbound and outbound calls per minute.
- Key Features:
- Automatically log call details within Salesforce
- Click-to-dial
- Automatic call logging
- Voicemail drop
- Call lists
- Outbound calling system with an option to add inbound functionality
4. Tenfold
Tenfold is a different type of CTI. It serves mainly as a middleware between your existing PBX system and Salesforce, enabling you to leverage your existing telephony infrastructure and empower it with new capabilities. Think of it as Mulesoft for VoIP. Although this makes it unique and pretty straight forward to adopt, without having to rip and replace an existing solution, it is slightly limited in capabilities compared to fully fledged contact center and phone system solutions for Salesforce like PhoneIQ, Natterbox, etc.
Tenfold helps to streamline your sales calls by saving agents the hassle of clicking through contact records and dialling numbers manually by applying a single-click-to-call feature.
The analytical features of Tenfold are strong, with a wide array of metrics that are tracked and analysed. Users and managers can see stats such as total call times, number of contacts made, voicemails dropped, etc. in an easy-to-navigate console.
One downside of Tenfold is that it counts double-dials as individual calls which can skew the analytics, as they should really be recorded as a single contact. Other than this minor issue, Tenfold works well and is well-deserving of its spot in the top 5 CTI solutions for Salesforce CRM.
- Key Features:
- Click-to-dial
- Local presence dialing
- Automatic call logging
- Unified customer profiles and call popups
- Call notes and outcomes
- Natural language processing (NLP) to automatically turn quick notes into actionable tasks, e.g. “chase next week” to “arrange a follow-up call for week commencing September 30”
3. Fastcall
Fastcall is a click-to-dial plugin that embeds into Salesforce making it easier and more efficient to make calls and display contact information. Fastcall also records and tracks any calls made through the Salesforce platform. It leverages Twilio to power it’s voice capabilities and works well with editions like Professional or Essential since it doesn’t require API access.
On the whole, Fastcall is a useful plugin as it allows sales agents to multitask more effectively and enables managers to monitor calls by automatically adding the details to the contact records.
- Key Features:
- Click-to-dial and dial-by-list
- Text Messaging
- Voicemail drop
- IVR and automatic call distribution
- Call routing
- Voicemail transcription
2. RingDNA
RingDNA has evolved into a Salesforce sales engagement tool that comes packaged with a CTI solution, allowing you to manage inbound and outbound calls more efficiently.
As RingDNA is an all-in-one platform, it is a useful tool for sales teams to manage their operations and training. They compete with solutions like Conquer, Outreach, Salesloft, Groove and Salesforce High Velocity Sales. They offer Sales cadences, and one of the key features is the AI-driven conversation intelligence, which helps sales managers coach and assist their team members.
Given it’s strong telephony background RingDNA also offers call queuing features, similar to what you would expect from contact center vendors like Talkdesk, PhoneIQ or Natterbox. You can also view live call queue activity which helps agents prepare for calls that are waiting in line.
However, as the CTI solution is not it’s core focus, RingDNA offers only general, non-specialist support for telephony capabilities.
- Key Features:
- Softphone
- Sales cadences
- Conversation AI to reveal sales insights
- Inbound call analytics
- Guided selling for inbound and outbound programs
1. PhoneIQ
PhoneIQ’s cloud-based CTI solution is built exclusively for Salesforce, which means that it provides a seamless integration and deep integration capabilities. It also means that PhoneIQ’s support staff are Salesforce certified experts and can offer a turnkey solution that gets you up and running in next to no time. Any interaction like phone calls, voicemail or text messages that take place through the platform are automatically tracked and logged in Salesforce, allowing management to easily analyse data in real-time through pre-built dashboards and reports.
Besides their expertise in Salesforce CRM, another major selling point of PhoneIQ is the wide range of features that is available through their CTI software. PhoneIQ’s PBX replacement service offers advanced features such as power dialing, voicemail drop, local presence dialing , Salesforce call routing, call queuing and call recording - all as a standard.
PhoneIQ also runs within the Salesforce utility bar, as a desktop app, mobile app and even on desk phones, which makes it very flexible for any use case.
- Key Features:
- Click to dial and screen pop
- Power Dialer integrated with Salesforce
- Salesforce Call Routing
- Text Messaging for Salesforce
- Call monitoring and coaching features
- Salesforce certified support
- Best in class integration with Salesforce High Velocity Sales
Discover How PhoneIQ’s All-in-one CTI Solution Can Boost Your Call Center Productivity
As the number-one CTI solution for Salesforce CRM, PhoneIQ is a powerful productivity-booster. You can integrate your telephony with ease, and leverage features such as power-dialing, call routing, IVR, voicemail dropping, click-to-dial, SMS messaging, global calling, and much more.
Get started today with a free 7-day trial to empower your call center agents with efficient in-platform Salesforce calling and tracking.
