Aria’s softphones do not require agent desktop software to install, but simply require a simple web server or no hardware and are highly scalable and efficient.
Aria softphones have a rich set of APIs that will also allow customers to control the flow of data into Salesforce or into the CTI vendor. We support automated presence control signaling, telephony control, Salesforce object creation, data field population, workflow automation and other functions in both systems. Our softphones can embed CTI workflows within […]
Does it properly record the phone call in Salesforce, with the correct records (case and contact/account) associated to it?
Aria softphones leverage the Open CTI Framework to pass CTI data into Salesforce. Any parameter associated at the CTI level can be relayed and mapped to the appropriate field to create an object in Salesforce that will log the call in Salesforce.
Aria softphones allow for a high level of configuration and customization adapting to the needs of your business. We offer maximum flexibility in agent workflow automation to increase efficiency and accuracy. Triggers can be placed on CTI events to execute an action at any desired point during interaction handling process. With this flexibility, you can […]
Aria’s softphones integrate with both Omni and Live Agent user presence to facilitate the unification of Salesforce and the telephony system. Supported platform APIs also allow customers to control the flow of data into Salesforce or into the CTI solution. This means customers have control over data management to suit their business needs.
Aria’s softphones are positioned to be functional with both the classic Open CTI Framework and the new Lightning Open CTI Framework. Our softphones align with the Salesforce roadmap for CTI integration and we closely follow the Salesforce update cycle and test rigorously against their three scheduled releases per year.