How Click-to-Dial integrations are powering up Salesforce/Asterisk users
Sales is a fast paced and constantly evolving field. A sales agent is required to make a high volume of calls in order to maintain a high success rate in his company. A general rule of thumb is the more you are on the phone, the higher your chances are for success. The more calls you make, the more sales you make. From this, it is easy to deduce from this that a sales agent needs to make a large amount of calls every day in order to succeed at his craft.
Let’s say an agent makes 100 calls per day. Each manually dialed call through Asterisk takes roughly 10 seconds, more when you are documenting your effort through Salesforce. That means in a given day, an agent loses 17 minutes to manually dialing numbers and track their effort through Salesforce with their Asterisk device; a conservative estimate given a variety of factors. In terms of an average day, that’s two or three connections that a salesperson isn’t able to make, and close to ten calls that never happen because of the time lost due to manually dialing numbers. That might not sound like much, but let’s take a step back and look at the bigger picture. If an agent makes 100 calls on average per day, that means every 10 days they have will have lost an entire day’s worth of effort.
So how is technology working to resolve this pain point? What can sales teams put in their virtual utility belt in order to make more calls, create better connections, and ultimately close more sales and increase revenue for their company?
The answer is simple; Click to Dial integrations. A Click to Dial integration leverages html-rich environments to generate hyperlinks from phone numbers. The technology uses complex logic to determine if a specific set of numbers is a phone number. Looking from an HTML viewpoint here is an example of the integration in action from an industry leader:
|<span id=”callinize-5127709100-797″ class=”callinize-ctd” title=”Call with Tenfold” data-phone=”5127709100″ data-record-id=”” data-record-module=”” style=”cursor:pointer; text-decoration: underline; color: rgb(0, 51, 187);”>512-770-9100</span>|
In this example, it generates a hyperlink module through Salesforce in the inspect element and allows the agent to route a call directly to Asterisk. How does that information pathway work?
With asterisk, a click to dial request is generated. This is sent as an Asterisk Originate command to the Asterisk Manager Interface. The interface will then accept the command and route the request to your deskphone or softphone. This technology enables the salesperson to focus solely on what’s most important; making calls and logging their effort in Salesforce. With integrations like these, their average connect time increases dramatically, and provides a salesperson with more opportunity to make a greater impact everyday.
In terms of the value you get from a click-to-dial integration, what about the marriage of value to difficulty in configuration? From the standpoint of an industry leader, not very difficult at all. Let’s take a deep dive in the configuration pieces necessary to enable click-to dial integration functionality.
Aside from the obvious networking necessities such as open ports to accept Asterisk traffic, username, password, host IP, etc, you’re able to configure additional fields that we will outline below to make a click to dial integration work for you.
As shown here, by adjusting the (click-to-dial or CTD) outbound channel, we’re telling the Asterisk Manager Interface how CTD should be interpreted, so if you wanted to allow this only from a specific block of numbers, you would specify it as such: SIP/300xxx. This would indicate if you had extensions such as 300123 that click-to-dial is only configured to work through these channels on your Asterisk server. Additionally, context allows you to configure where click-to-dial CAN function. The example provided allows the organization to generate CTD requests from internal numbers. Another popular example with this integration is if you only want your agents to click to dial through your Salesforce, you would specify this as follows. from-CRM This tells the phone system to only accept channels routed through your Salesforce and to reject Asterisk Originate commands from other sources.
With the seamless integration of Click to Dial technology, adding this capability into the chest of tools for a sales team should be an immediate action item. By eliminating manual dials through Asterisk, CTD integrations essentially pay for themselves given how many more calls can be made as a direct result of the technology. Coupling that with how these hyperlinks can be generated in Salesforce and you create a powerhouse of wealth potential.