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Topics#Customer ServiceShane Clevenger's Question
Shane Clevenger (SHR Group) asked in #Customer Service
Sep 28, 2020, 6:31 PM

Best options for CTI integration with Salesforce for incoming and outgoing calls and SMS that are tied to the same number

I"m working on implementing a new org, and they want to be able to get incoming/ outgoing calls and SMS messages (custom on the fly messages, as well as templates for frequently used communications. They also want all the messages and calls to be masked to their main office number, so all calls and text appear to come from mainline. I have looked at Ringcentral and live message from salesforce, but RingCentral is telling me that they can't do it all on one line. Does anyone have any experience with this and recommendations, please? Thank you 
2 answers
  1. Tom Methews (Girikon)
    Aug 27, 11:00 AM

    For this setup, I’d look for a provider that can handle both voice and SMS on the same business number while still giving Salesforce control over logging and routing. The tricky part is usually keeping the number consistent without losing visibility into individual conversations. 

    A Salesforce CTI Integration can help bring calls, SMS, contact records, and activity history into one workflow. I’d also confirm number porting and SMS capabilities before choosing the provider. 

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