Salesforce for Call Centers: A Game-Changer in 2025
Today, we are in fast faced environment. Customer’s expectations are always higher than ever. People want fast, personalized service across multiple channels phone, chat, email, social, and more. However, in many call centers, keeping up with these demands can be overwhelming especially when juggling disconnected systems, outdated tools, and siloed data.
That is where Salesforce steps in. As one of the most powerful and flexible CRMs in the world, Salesforce has become a true game-changer for call centers bringing together automation, AI, real-time analytics, and seamless integrations to deliver better customer service experiences.
In traditional call centers, which uses vicidial or others for call handling, it does not offer a way to store, update and manage customer data.
As a solution for this, we integrate salesforce with vicidial to eliminate that part. Now almost all fine. To get a clear view of the integration, below is the diagram.
Terms you need to know:
[1] Softphone;
Softphone is a software Telephone (software application) which enable to transmit our voice over the internet to destination using a computer, tablet, smart phone without using any physical telephone. It uses Voice over Internet Protocol (VOIP) technology to transmit over voice. Below are the well-known softphone applications:
- ORENCloud UC
- Zoiper
- MicroSIP
- Bria
- X-Lite
[2] CRM;
CRM refers Customer Relationship Management, which offers businesses to manage interactions with current and potential customers to help to organize automate and synchronize sales, marketing, and customer service. Simply we can store customer’s contact details, track communication history, and any purchase records, notes from sales or service representations rather maintain on Microsoft Excel or other platforms.
Eventually it help businesses to track leads, manage sales pipelines and deliver better customer service. Below are well known CRMs
- Salesforce
- Zoho
- Vtiger
- HubSpot
- Pipedrive
- Microsoft Dynamics 365
Using a CRM, you can:-
- Maintain customer relationships and communication
- Save your time by automating emails, follow-ups, task remainders
- Analyze sales and service performance
- Coordinate with different sections (sales, marketing, support etc.)
[3] Computer Telephony Integration (CTI)
As named, it is a technology use to connect telephone systems with computers. It offers customer to handle calls through computers without needing a physical phone. Important thing is, it saves initial cost for telephone equipment, maintenance cost and allow agents to work remotely in call centers.
[4] Open CTI Adapter
Is a middleware that used to connect your CTI System (here is Vicidial) with CRM (Salesforce).It allows CTI system to integrate directly into CRM. Even though, the salesforce has in-built softphone, it cannot make calls. That is why we need to install an Open CTI Adapter. Mostly it consists of JavaScript and APIs. Cool thing is we can modify the components in the adapter as we want by modifying the JavaScript codes and APIs.
Why New Concept for Call Centers?
As mentioned earlier most traditional call centers, agents simply respond to calls in not enough. Businesses need more additional things. That is why we integrated CTI (Vicidial) with CRM (Salesforce) to make call center better.
Through our new implementation, we are successfully deployed vicidial page inside the salesforce softphone. While the vicidial page is not logout, we can handle inbound and outbound calls. This implementation saves agent’s complexity to open multiple windows in browser simultaneously. Just one window for all the things.
Main functionalities of the system are,
- Inbound call handling
- Outbound call handling
- Click-to-Dial
- Call Transfer
- Case and Task Mapping
- Screen Pops
- Preview Dialing
Below are some screenshots in our system for reference.
The above image is the login page of the system. There are two login options here, whether vicidial and salesforce login. Once select vicidial login, it directed you to vicidial page and Phone panel make and receive calls. Once click salesforce login, it remains same page as we are still in salesforce login.
This image above shows the main container page, which hold vicidial page as constant and other pages changes dynamically. In our previous attempts, it could not to maintain vicidial page live while transitioning to other pages.
The above picture show which hold vicidial page as constant and other pages changes dynamically. As per the arrow button, we can move between vicidial page and other pages anytime.
Once we enter a number it shows the contact details if it already a saved contact. When click enter button, it moves to call initiate panel as shown above.
When we click the call button, it move to screenshot pages above and allow creating a case. Once click the case button, it pops up new Case and Task pages simultaneously.
Once everything is done, we can end the call by clicking End button and we can set a Pause code for next call as demonstrated above.
With this method, we can do multiple calling at a time and save agent time rather wasting for waiting.
What we are planning next?
As our new steps, we are going to have,
- Display the same Case and Task details to other agent when transfer customer call to another agent.
- View option for Call Logs.
- Option to Dial next number from a List in the campaign
Our integration development is done completely in house and thus, we can work with almost any contact centers with relevant APIs and SDKs. Get in touch for more information.
