Angel Cloud CTI

Contact center operations are challenged with competing priorities - to create a great customer experience (CX) and to minimize costs while driving revenue. Businesses that are able to do both well are those that leverage all the capabilities that they have at their disposal, such as integrations with Salesforce.

Angel Cloud CTI adapter brings the power of Salesforce to the phone through our Virtual Call Center Solution. The Angel Cloud CTI Adapter features agent screen-pops with caller information, automated case and lead creation, anywhere access to the call queue monitor, and so much more! Angel Cloud CTI adapter can be used for both the contact center or for sales and marketing.

Cloud CTI for Contact Centers:

• Personalize the interaction with callers with a “data-dip” of the callers’ account information and previous case history.  Callers who just opened a case, for instance, can be presented with the status of that case upfront and given the option to re-open or update that case, or transfer to an agent.

Cloud CTI for Sales/Marketing:

• Capture lead information such as name, address, and phone number and automatically create a lead in Salesforce all prior to that incoming lead phone call arriving at an agent’s desk.

Angel Cloud CTI delivers a personalized CX while making your agents more productive through:

• Salesforce data-dips to personalize the customer experience
• Screen-pop functionality bringing caller information directly to your agents
• Call whispering and call recording to enhance the customer experience and for agent coaching
• Post-call customer satisfaction surveys to improve the customer experience
• Anywhere access to your call queue monitor to see live call load and agent availability

Angel Cloud CTI is completely hosted in the cloud and requires no installation of hardware or software, allowing for an immediate return on investment. Angel Cloud CTI customers leverage the full Angel CX Platform for a complete CX solution suite providing end-to-end transparency into your customer experience:

• Inbound IVR
• Outbound IVR
• CX Analytics

Angel Cloud CTI Advantage:

• On-Demand Access
  Angel CTI adapter is in the cloud, which means there is no hardware or software expense and is browser and operating system agnostic. It is also extremely easy to deploy and manage via Angel’s web-based point-and-click CX Builder.
• Customizable
  On/off system functionality (such as call queuing, call recording or call whispering) is available through either the web or the phone.
• Real-Time Reporting
  Iteratively improve the CX with Angel Cloud CTI adapter, which seamlessly integrates with Salesforce for data exchange and reporting. See details on customer requests, call termination types, survey results, and so much more in an easy-to-read dashboard.
• Automation
  Reduce contact center costs through the Angel Cloud CTI adapter, which enables calls to be automated through a combination of Salesforce data-dips and responses captured from the caller. It also allows for intelligent call routing to maximize agent efficiency and improve the CX.

For more Angel Salesforce Innovations, visit Angel Labs.

Cloud CTI Resources

Angel's Cloud CTI Datasheet

More on Salesforce Innovations