Salesforce

CRM

Gather all important functions in one place without switching between tools. Combine telephony and CRM in the same platform.

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Managing calls in Salesforce

Answer and make calls directly in Salesforce. With the Telavox app in Salesforce, you get total control over connecting and parking calls, while staying focused on your customers.

Log calls and tickets in real time

Streamline your work by easily logging calls and creating tickets on the fly.

Full overview of previous calls and cases

See the customer’s history of incoming or ongoing calls. Recent calls and cases are presented and linked, so you can quickly click through to the relevant case or contact in Salesforce.

Quick access to important customer information

By seeing past interactions, you can personalize your communication and offer a more relevant and personalized service right on the spot.

Synchronize information to Telavox

When you answer calls in Telavox, relevant customer information is automatically retrieved from Salesforce. You’ll instantly see who’s calling, the company name, email and account manager responsible – all to provide the best possible service from the first second.

Quick access to the customer card

All calls you handle in Telavox are automatically linked to the right contact in Salesforce. This gives you instant access to the customer’s complete history, the ability to record call notes and a clear overview of ongoing cases and opportunities. This streamlines both your follow-up and ongoing customer care work.

Requirements for Telavox app in Salesforce

Telavox CRM Integration add-on.
Salesforce Enterprise Edition with Lightning apps.
Read & write access to: Account, Case, Contact, Lead, Task objects.

Install from the AppExchange

Find the Telavox app in the Salesforce AppExchange.
Press “Get It Now” and follow the instructions.
Log in with your Salesforce credentials when prompted.

Configuring users

Navigate to Settings -> Call Center -> Call Center.
Select Telavox CTI and click on “Manage users”.
Add the desired users and click on “Add to Call Center”.

Add CTI to the Salesforce app

Go to Settings -> App Manager.
Select and edit a Lightning app.
Under Utilities (desktop only), click on “Add Tool” -> “Open CTI Softphone”.
Name it (e.g. “Telavox”) and save.

Requirements for contact lookup in Telavox

Telavox Contact Lookup extension.
To get started with contact lookup, make sure the account you are using has API access.

Installing contact lookups

Install Salesforce Contact Lookup in the Telavox admin portal (App Directory).
Fill in your Salesforce login details.
Press “start integration”.

Adding contact lookups to users

In the Telavox admin portal, navigate to Users -> Call Widgets.
Select the users who should have contact lookups.
Click on “Add” in the section on the right.
Select the Salesforce Lookup Widget.

Other information

For contact lookups to work correctly, all phone numbers in your CRM system need to be stored in E164 format. Numbers in this format start with “+” followed by the country code. Numbers must not contain any special characters such as spaces, brackets or hyphens. Here is an example of a valid number: +46123123123

Benefits of integrating Salesforce with Telavox

Optimize your customer communication by integrating Telavox with Salesforce.
Save time, improve customer experience and streamline workflows for your team.

More effective customer service

Manage all your phone calls directly in Salesforce. Save time by having all the information in one place and increase the efficiency of each customer contact.

Personalized customer experiences

Get instant access to key customer information during the call. Deliver a more informed, seamless and personalized customer experience without having to switch between tools.

Reduced administration

Automate much of the manual work of recording and updating customer data. Focus on what really matters – your customers.

Frequently asked questions and answers

What can I do with Telavox integration with Salesforce?

Make and receive calls directly in Salesforce
See customer information automatically on incoming calls
Manage call history and customer data in one place
Transfer and park calls directly in Salesforce

What licenses do I need?

A Telavox license
A Salesforce license that supports OpenCTI
Telavox CRM integration add-on

How do contact lookups work?

Telavox automatically retrieves customer information from Salesforce when a call comes in
You can see all relevant customer data directly in the call

Can I integrate with other CRM systems?

Yes, Telavox offers integrations with several other CRM systems such as Hubspot and Microsoft Dynamics.

Get a tailored demo and quote for your business

See how Telavox can save time and improve communication in your business. Our experts will guide you through a demo and give you a tailored quote.

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Managing calls in Salesforce

Log calls and tickets in real time

Full overview of previous calls and cases

Quick access to important customer information

Synchronize information to Telavox

Quick access to the customer card

Requirements for Telavox app in Salesforce

Install from the AppExchange

Configuring users

Add CTI to the Salesforce app

Requirements for contact lookup in Telavox

Installing contact lookups

Adding contact lookups to users

Other information

Benefits of integrating Salesforce with Telavox

More effective customer service

Personalized customer experiences

Reduced administration

Frequently asked questions and answers

What can I do with Telavox integration with Salesforce?

What licenses do I need?

How do contact lookups work?

Can I integrate with other CRM systems?

Get a tailored demo and quote for your business

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