PhoneIQ | Blog: Customer service Category

12 min

Transforming Sales and Service with Salesforce CTI: A Complete Guide to CTI Integration, IVR, Call Analytics & More

Delivering exceptional customer experiences isn’t just a nice-to-have—it’s a competitive necessity. As organizations strive to meet rising customer expectations while boosting efficiency and revenue, technology continues to play a central role. Salesforce, the world’s #1 CRM platform, empowers businesses to manage customer relationships effectively. However, its power multiplies when combined with Computer Telephony Integration (CTI). Enter Salesforce CTI: a game-changing solution that bridges the gap between telephony systems and Salesforce, empowering sales and service teams to work faster, smarter, and more effectively.

Apr 29, 2025

Kory Westerburg

2 min

Better CX: 5 ways to leverage integrating Salesforce with CCaaS for customer support

Call Center managers who sustain high service levels in customer support, know Good CX means faster response times, shorter call queues, and proactive agents who are fully prepared with all the necessary information at their fingertips. Here’s where Salesforce comes in.

Nov 24, 2022

Daniel Martin

Customer service

5 min

5 Reasons Call Centers Should Enable Salesforce Callbacks

About 60% of customers feel that waiting in call queues is the most frustrating part of the service delivery experience. Callbacks increase customer satisfaction by letting them choose whether to wait for an available support agent when call volume is heavy.

Nov 8, 2022

Lucas Shemu

Customer service

2 min

8 Ways Conversation Intelligence Can Propel Contact Center Profitability

Having a great contact center plays a crucial role in driving revenue. Conversation intelligence can make your performance better and your customers happier.

Jul 18, 2022

Estelle Nagel

Customer service

5 min

Top 8 Features to Boost Your Inbound Calling Strategy in Salesforce

A fully integrated call center system lets users capture all inbound call interactions in Salesforce and report on call outcome, duration, and key metrics to make a successful management of call center activity.

Jul 6, 2022

Lucas Shemu

Customer service

7 min

2022 Guide for Call Center Managers to Track Call Results in Salesforce

Tracking call outcomes is the core responsibility of any contact center manager to ensure the right balance between the accuracy of call results and call center efficiency.

Jun 24, 2022

Lucas Shemu

Customer service

7 min

Comparing Call Center Solutions for Salesforce: Talkdesk vs Service Cloud Voice vs PhoneIQ

If your organization already uses the Salesforce CRM for managing customer data and interactions, establishing call center functionality is only a few steps away. There are plenty of call center solutions available for Salesforce, but how can you know which one is best for your operation?

Jun 20, 2022