Comparing CTIs for Salesforce: Tenfold, Revenue.io (former RingDNA) and PhoneIQ
Salesforce is a popular CRM software that can help you centralize all customer interactions and information and transform them into actionable data. Interoperability is a crucial challenge for businesses that have historically relegated communications and telephony to siloed environments. So the best thing you can do to boost your productivity is to capture all interactions, empower reps with the correct caller information, and turn analytics insights into results.
Many companies nowadays use platforms like Salesforce to create complete customer profiles and store all their information, particularly data related to sales, marketing, and services.
You don’t want your agents to juggle multiple applications and screens constantly. To reduce manual workload, it’s always best to always use CTIs (or computer-telephony integrations) to ensure all your data is connected and easy to access and operate. However, the question is: Which Salesforce CTI is better suited for your business?
What Makes a Salesforce CTI Good?
There are several advantages to using integrated telephony, no matter the specific program you choose. Two of the main reasons companies work with CTIs are improving collection for your data center and significantly cutting your hardware costs. Another benefit is the ability to simplify the administration of your system thanks to customizable agent interfaces, automated call logs, and pre-configured speed dials. Cloud-based contact centers can also allow more flexible telephony and increase agent productivity.
We see new contact center technologies emerge every day, adding new layers of features and functionality. So what are the best options today for driving efficient and faster customer service?
If you’re interested in integrating your telephony and communications into Salesforce, there are a few options you should consider. This article will look at three CTI solutions that integrate perfectly into Salesforce CRM: Tenfold, Revenue.io (formerly RingDNA), and PhoneIQ.
Choosing the Best Salesforce CTI Solution
- There are seven criteria we consider essential for picking a Salesforce CTI solution. A good CTI system should be able to:
- Softphone: Make and take phone calls through the internet, manage voicemail, provide advanced controls, tag calls, and assign them to cases.
- Call Routing: Allow callers to be rerouted to the lead owner of each department - for example, sales.
- Automation: Trigger Salesforce events based on telephony events and create distinct rules to cater to different teams.
- Multi-Channel Capability: Unify communications by allowing agents to use different channels such as phone, online meetings, text messages, etc., and switch easily between them.
- Advanced Telephony: Support advanced functionality that goes beyond a dialer. For example, automatic call recording, extension dialing, business hours, call controls, etc.
- Analytics and Reporting: Out-of-the-box analytics to help track KPIs, performance, and effectiveness.
- Security and Compliance: Include custom permissions and different security levels to give separate users access to additional tools and functions.
Comparing Tenfold, Revenue.io, and PhoneIQ Salesforce CTIs
Tenfold for Salesforce
Tenfold has been a Salesforce partner for almost ten years. The program is a particular type of CTI, a sort of middleware that connects your existing PBX systems to Salesforce.
Tenfold is a Restful API-based integration that supports different deployment models such as a desktop app, a browser extension, and a native Salesforce experience. It is also cloud-based and works with numerous versions and systems. In addition, the program can help your business streamline all calls by allowing agents to use a simple click-to-call feature (instead of thawing to navigate through numerous contact records and manually dial numbers). Tenfold also has robust analytics to track and analyze client data and see stats such as voicemails dropped, total call times, etc.
One of the stand-out advantages of Tenfold is that it’s very easy to adopt. You don’t need to replace an entire solution; you just enable the program. Your existing telephony will then be empowered with new capabilities such as click-to-dial, automatic call logging, unified customer profiles, and NLP (Natural language Processing) to turn call notes into actionable tasks.
It’s worth mentioning, however, that the platform is limited in what it can do - especially compared to a full-fledged contact center and phone system solution like PhoneIQ. Another downside of Tenfold is that some diablo-dials are counted as individual calls - potentially skewing the analytics.
Revenue.io (former RingDNA) for Salesforce
Revenue.io, formerly known as RingDNA, is a complete RevOps (Revenue Operations) platform that can increase productivity by prescribing improvements across your team. For example, ensuring hot leads are brought to attention and can convert more revenue.
The platform is an all-in-one solution that includes products such as RingDNA (dialer), Caller DNA (inbound lead response), Revenue Intelligence, and Conversation AI. Some of its most popular features include real-time guidance and revenue intelligence tools.
Revenue.io actively makes suggestions to optimize your business’ operations and training and can provide real-time conversation guidance, so your reps are always armed with the best possible responses. All workflows are also continuously optimized based on customer feedback and the millions of conversations Revenue.io routinely captures and processes.
The platform has good conversational AI and constantly updates its tools to provide call centers with more flexibility and business intelligence. The program is also easy to use. However, the quality of the calls could be improved, and several users have reported the program frequently freezes and logs users out. There are also still some issues with global time zones, and the google chrome extension plugin can run slow.
PhoneIQ for Salesforce
PhoneIQ is a CTI solution built exclusively for Salesforce and based on the cloud. This means that all calls, voicemails, and text messages happening on the platform are automatically logged and tracked into Salesforce - as both are seamlessly integrated.
PhoneIQ offers a variety of powerful tools to put your CRM into autopilot, boost productivity, and turn insights into results. For example, you can click-to-dial and provide reps with relevant caller information on every call or route callers directly to opportunity and case owners. Other features include voicemail drop, call monitoring, SMS messaging, local presence dialing, call queueing, call recording, and power dialing, among many others.
Because of its deep integration capabilities, PhoneIQ allows users to track and analyze data in real-time using native salesforce dashboards and instantly generate sales and service reports. Since the platform is built exclusively for Salesforce, PhoneIQ’s support staff are certified Salesforce experts and will be able to help you set up and run your system efficiently. The platform is also highly flexible. You can run PhoneIQ within the Salesforce utility bar, as a mobile app, a desktop app, and on desk phones.
PhoneIQ is an all-in-one cloud call center software and phone system ideal for companies running on Salesforce. You will be able to manage your entire contact center (system management, call handling, and advanced analytics) from within Salesforce. Unlike Tenfold and Revenue.io, you can try the program for free using our 7-day trial.