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in many call centers, keeping up with these demands can be overwhelming especially when juggling disconnected systems, outdated tools, and siloed data.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.
Screenshot 1: Unified Login Experience
This above image is the login page, offering both Vicidial and Salesforce login options. Selecting Vicidial Login directs you to the Call handling page with the active phone panel for making and receiving calls. Choosing Salesforce login maintains the current Salesforce interface. Benefit: Streamlined access to both systems from a single entry point.
Screenshot 2: Dynamic Main Container Page
Above figure displays the main container page, which we tricked to keep the Vicidial agent panel constant while other panels change dynamically. Unlike previous attempts, this ensures the Vicidial agent panel remains live throughout transitions. By toggling the arrow button, you can transition between vicidial panel and other panels smoothly. Benefit: Eliminates interruption to vicidial panel and maintains call control while navigating to other panels.
Screenshot 3: Intelligent Contact Recognition & Call Initiation
Entering a number automatically displays call initiate panel and pop up a new account window for account creation if it is a new number. Benefit: Instant access to save customer data and speeding up call preparation.
Screenshot 4: Seamless Case & Task Creation during Calls
Clicking the “Call” button transitions to this page, allowing for immediate case creation. When the “New Case” button is clicked, new Case and Task pages automatically pop up simultaneously. Benefit: Ensures all customer interactions are logged and created cases and tasks are well linked. It improving follow-up and record-keeping.
Screenshot 5: Efficient Call Wrap-up & Agent Readiness
After ending a call, set “Pause code” to prepare for the next interaction. Benefit: Optimizes post-call workflow and ensures agents availability for the next customer. With this streamlined approach, agents can manage multiple calls more efficiently, significantly reducing time wasting and improving overall productivity.
Screenshot 6: Call Time Tracking
After ending a call, automatically filled the Task with call time. Benefit: Optimizes post-call workflow and tracks call times for the Task, reducing data entry and improving overall productivity. With this streamlined approach, agents can manage multiple calls more efficiently, reduce data Entry part and significantly reducing time wasting to improve overall productivity.
We are happy to say that currently evolving our solution to deliver even greater value. Some of our next steps include:
- Shared Context on Call Transfer: Displaying the same Case and Task details to the receiving agent when a customer call is transferred.(ongoing)
- Comprehensive Call Logs: A dedicated view option for detailed call logs.(ongoing)
- Campaign Dialing Optimization: An option to dial the next number directly from a campaign list.(ongoing)
ORENCloud develops its own integration without 3rd party SDKs or developers, hence, we can custom build almost any sorts of integration with SalesForce and/or other platforms that you work with. Drop us a line, let’s chat about these integrations.
