Integrating Salesforce with Your VoIP System

That last one is the most important, since it encompasses everything you might need to interact with your phone system, such as the call tracker. The only downside to this solution is that all calls have to be logged manually, but despite that you can record various data into the activity section, whether that is the caller’s name, the subject of the call and any additional detail. Afterwards you can create follow-up tasks to be assigned to either yourself or any of your co-workers.

Integration with your phone system

As already mentioned, Salesforce is unable to track calls on its own and therefore you will need a complementary solution to fill in the gaps between this solution and your cloud phone system. Grasshopper, for instance, has its own call tracker within the system, but since the company doesn’t support direct integration with any other third-party software, you will either have to resort to the manual tracking already discussed or choose another program.

The best solution is to switch around the way the integration is handled, instead implementing the phone system into Salesforce rather than the opposite way around. This can be done via the use of CTIs (computer-telephony integrations), which are also known as softphones. And as it happens, the leader in this option is RingCentral for Salesforce, available for subscribers of RingCentral Office Premium or Enterprise. This is a softphone that becomes part of your Salesforce account, allowing you to initiate calls with one click or even direct calls to your desk or mobile phone. All incoming calls are identified by Salesforce where they are duly logged into your account, – with or without the notes you have added about the call – for reporting purposes.