How to Integrate a Sales Dialer into Salesforce CRM: The Definitive Guide

In today's fast-paced sales environment, integrating a sales dialer into your Salesforce CRM is essential for optimizing your team's performance. Salesforce dialer integration saves valuable time and improves customer interactions and overall business growth. With this powerful combination, your sales team can effortlessly make and track calls, automate call logging, and streamline operations.

Our step-by-step guide on integrating a sales dialer into Salesforce CRM will walk you through the process, helping you unlock the full potential of your CRM system. Empower your sales team with a seamless, user-friendly dialer integration that elevates your call center performance and drives results.

Why Do You Need a Dialer if You Use Salesforce CRM?

Even though Salesforce CRM offers a wide range of features, incorporating a third-party dialer can significantly enhance your sales team's efficiency and productivity.

Dialers come in three primary types: predictive, progressive, and preview, each providing unique benefits to optimize your team's outreach capabilities.

1. A Progressive Dialer is the simplest type of dialer. The progressive dialer automatically calls one number at a time, waiting for the agent to wrap up the current call before moving to the next one. It helps maintain a steady call pace and saves your agents’ time by automating the dialing process.
2. A Predictive Dialer uses algorithms to predict when an agent will become available and how many prospects will pick up the phone. Essentially, it works like airline overbooking: a predictive dialer makes more calls than agents are available, expecting some clients won’t pick up the phone. Predictive dialer systems use complex algorithms to calculate the optimal dial rate. Thus, you can minimize the idle time for agents.
3. A Preview Dialer lets an agent control the call pace. Before a dialer initiates a call, the agent gets time to see detailed information about a client or prospect. Then an agent chooses when she wants to take the call. Salespeople and marketers use preview dialers to engage with higher-value leads or customers, requiring a careful and considered approach.

Integrating sales dialers with Salesforce CRM is especially useful for teams that work on lead generation, business development, market research, and debt collection. There are several specific benefits to combining sales dialers with the Salesforce CRM:

• Increased Productivity: Instead of manually dialing numbers, sales reps can focus on speaking with prospects, qualifying leads, and closing deals. With an outbound sales dialer, your team will save valuable time and increase the number of calls made per hour, resulting in more opportunities for revenue generation.
• More real customer interactions: sales dialers often have features like answering machine detection and local area code dialing. With these tools, your prospects will be more likely to pick up the phone, and your agents will not waste time listening to voicemail. A good sales dialer improves the chance that every call you make becomes a productive conversation with a customer.

Top Features of Voiso’s Sales Dialer

Voiso's Sales Dialer is an essential tool for outbound call centers, providing a wide range of features that help boost productivity, streamline processes, and enhance customer engagement.

For businesses utilizing Salesforce CRM and seeking a dependable and effective solution to manage their outbound sales calls, Voiso Dialer emerges as a prime choice. Voiso's sales dialers offer a comprehensive set of features designed to optimize your sales team's performance and boost productivity. Here are several reasons that illustrate its appeal:

• Progressive and Predictive Dialers. Voiso contact center platform features progressive and predictive sales dialers. Choose the one that is right for your team and sales processes.
• AI Predictive Dialer. Voiso’s predictive dialer leverages ML algorithms to anticipate agent availability and initiate the next call accordingly. You can reduce the number of abandoned calls by 73% by utilizing these AI capabilities.
• In-built ML-based Answering Machine Detection (AI AMD): Voiso's innovative answering machine detection feature employs machine learning algorithms to identify voicemails within 3.5 seconds. With Voiso’s AI AMD, your agents can avoid wasting time answering machines instead of focusing on engaging with customers.
• Native Integration with Salesforce CRM. Create and upload contact lists from Salesforce to initiate dialer campaigns in Voiso. Call information and recordings from Voiso are automatically synced with corresponding contacts in Salesforce CRM. Our integration is native and custom-built for the Salesforce CRM to make sure your team can
• Local Caller IDs: Voiso lets its users utilize local caller IDs during outbound campaigns, increasing the likelihood of customers answering the call. This feature is crucial in fostering trust and facilitating successful customer interactions. By leveraging local Caller IDs, businesses can enhance their connection rates and ultimately improve conversion rates, as customers are more inclined to respond to calls from numbers with familiar area codes.

How to Integrate Voiso with Salesforce CRM

Integrating Voiso with Salesforce CRM is easier than it seems. You need to follow these simple, step-by-step instructions to achieve a fully integrated dialer for Salesforce that will dramatically boost your call center's functionality and productivity.

To start using Voiso with Salesforce CRM, download the Voiso app from the Salesforce AppExchange. After installing the app, contact Voiso to enable Salesforce for your account, then set up the integration in the CRM integration settings. Return to Salesforce to set up a call center, update the content security policy, and add Voiso to the Salesforce utility bar.

Four things to do before starting the integration:

• Contact your Voiso account manager to enable the Salesforce CRM integration for your Voiso account.
• Ensure your agents use Salesforce Lightning and that their account email addresses are the same in both Voiso and Salesforce.
• Check that your edition of Salesforce supports active API access.
• Ensure your administrator's Salesforce user account REST API Enabled permissions and Administrator privileges.

1. Part: create a connected app in Salesforce

   1. Navigate to the Salesforce AppExchange and search for the Voiso Contact Center for the Salesforce app. Double-click the Voiso app tile to install it in Salesforce.

   2. Install the app in ‘This Org’ and select ‘Install for all Users.’ Enter the installation key provided by the Voiso Support Team.

   3. Open the App Manager from Platform Tools in the left navigation or use ‘Quick Find’ to search for it in the Lightning Experience App Manager. Click ‘New Connected App.’

      

   4. Enter names in the Connected App Name and API name fields, such as VoisoSaaS, and specify your email address in the Contact Email field.

      

   5. Scroll to the ‘API Enable OAuth Settings’ section and select ‘Enable OAuth Settings.’ Enter your ‘oauth2callback’ URL in the' Callback' field.

      

   6. In the ‘Selected OAuth Scopes’ section, select and add the following options: Access the identity URL service, Access unique user identifiers, Full access, Manage user data via APIs, Manage user data via Web browsers, and Perform requests at any time. Save your settings and create the new connected app.

      

   7. Navigate to 'Connected App' and click 'Manage Consumer Details.' Copy the 'Consumer Key' and 'Consumer Secret' values from the 'Consumer Details' section and save them for later use.

      

   8. Return to the 'Manage Connected Apps' view and click 'Manage.'

      

   9. In the 'Connected App Detail' view, click 'Edit Policies' to access the 'OAuth Policies' section. Ensure 'All users may self-authorize' is selected, then click 'Save.'

      

2. Part: CRM Integration Settings in Voiso

   Ensure that your Voiso account is enabled for Salesforce Dialer integration by opening ‘Administration’ > ‘CRM Integration Settings’ from the navigation bar in Voiso.

   1. Select ‘CRM Integration Settings’ from the ‘Administration’ menu in Voiso.

      

   2. Scroll down to the ‘Salesforce CRM settings’ section and provide the ‘Lightning URL origin API’ and the ‘Container URL origin Softphone’ URLs obtained from Voiso Technical Support or the Voiso On-boarding team. Enter the ‘Consumer Key’ and ‘Consumer Secret’ saved in a text file from the previous video into the ‘Client ID’ and ‘Client Secret’ fields, respectively. Click ‘Save’ and authenticate your integration with Salesforce using the same account name you used to log in to Voiso.

      

   3. Once authenticated, enable Salesforce in Voiso.

      

   4. Select ‘Enable Screen Popup’ if you want contact records to screen pop in Salesforce when your agents are in a Dialer campaign or receive an inbound call. Finally, click ‘Save.’

      

3. Part: set up a Call Center in Salesforce

   To integrate Voiso with Salesforce Lightning, you must create a Call Center by importing a Call Center Definition file. This file contains the necessary information to connect Salesforce CRM Call Center with Computer Telephony Integration (CTI) vendors like Voiso.

   Create a Call Center Definition file.

   <callCenter>
     <section sortOrder="0" name="reqGeneralInfo" label="General information">
       <item sortOrder="0" name="reqInternalName" label="Internal name">VoisoPhoneCTI</item>
       <item sortOrder="1" name="reqDisplayName" label="Display name">VoisoPhoneCTI</item>
       <item sortOrder="2" name="reqAdapterUrl" label="Container URL">https://my-domain--c.container.force.com</item>
       <item sortOrder="3" name="reqVoisoClusterUrl" label="Voiso Cluster URL">https://yourcc.voiso.com</item>
       <item sortOrder="4" name="reqUseApi" label="Use Open CTI API">true</item>
       <item sortOrder="5" name="reqSoftphoneHeight" label="Voiso Phone height">472</item>
       <item sortOrder="6" name="reqSoftphoneWidth" label="Voiso Phone width">264</item>
       <item sortOrder="7" name="reqSalesforceCompatibilityMode" label="Compatibility Mode">Lightning</item>
     </section>
   </callCenter>
   

   Import the Call Center Definition file into Salesforce.

   Follow these steps to import the Call Center Definition file into Salesforce:

   1. Open Salesforce and click the ‘Setup’ button in the screen's top right corner.

      

   2. Search ‘Quick Find’ for 'Call Centers.' Click 'Call Centers' in the left navigation, then click 'Continue' in the 'Setup Call Centers' window.

      

   3. Click' Import' in the 'All Call Centers' window.

      

   4. Select the Call Center Definition file you created, then click 'Import.'

      

   5. Update the Container URL and Voiso Cluster URL if necessary. Click 'Edit,' modify both URLs with your own, and click 'Save.'

      

   6. Add users to the call center by clicking 'Manage Call Center Users', then 'Add More Users.'

      

   7. On the ‘Search for New Users’, select them from the search results, and click 'Add to Call Center.'

      

4. Part: update the Content Security Policy in Salesforce

   The Salesforce Lightning Component framework utilizes Content Security Policy (CSP) to restrict certain content. To allow Voiso to request the Salesforce CRM, the Voiso URL must be added as a CSP Trusted Site.

   To add the Voiso server URL as a CSP Trusted Site, perform these steps:

   1. Open the Salesforce setup page. Use the search bar to look for 'CSP Trusted Sites.' Click 'New Trusted Site' to create a new trusted site.

      

   2. Enter a name for the trusted site (e.g., 'VoisoHTTPS') and the URL for your Voiso cluster (e.g., 'https://<your contact center>.voiso.com'). Make sure that 'Active' is selected and 'All' is specified for 'Context' then select 'Allow site for connect-src in the 'CSP Directives' section. Click 'Save' to finish.

      

   3. Repeat the process for VoisoWebRtcWSS (WebRTC web socket to agent sip proxy) and VoisoWSS (web socket to the Voiso web) by entering the URLs for your Voiso Sip proxy and Voiso cluster, respectively. To review your list of trusted sites, click 'CSP Trusted Sites' in the left navigation.

5. Part: add the Voiso Phone Component to The Utility Bar in Salesforce

   1. Open the Salesforce App Launcher and select ‘Sales Console’ from the list of available apps. Click on the gear icon in the top right corner of the screen and select ‘Edit Page.’

      

   2. Select ‘Utility Items’ from the left navigation and click ‘Add Utility Item.’ Search for ‘Voiso Phone’ in the ‘Custom - Managed’ section and select it.

      

   3. In the Voiso Phone component, set the label to ‘Voiso Softphone’ and select the ‘Call’ icon.

      

   4. Set the ‘Panel Width’ and ‘Panel Height’ to ‘1’ and click ‘Save.’ You have now added the Voiso softphone to the Salesforce Utility Bar, which can be accessed by clicking the phone icon.

      

Integrating Voiso with Salesforce CRM is the first step to automating outbound call center operations. Once you successfully integrate the two systems, you can start your first dialer campaign using Voiso's powerful features.

How to Start Your First Dialer Campaign

Voiso makes it easy to set up and run a successful dialer campaign to engage with your customers and grow your business. Follow these steps to start your first dialer campaign with Voiso.

Before starting, there are a few things that you need to check:

• You must be a Voiso user with admin privileges to create Dialer campaigns.
• Your Zoho account must use the same email address as the Voiso admin.
• You need an active campaign in Zoho from whence Voiso will take contacts for the campaign.

Create a New Dialer Campaign

1. Step

   Go to the ‘Outbound menu’ in Voiso and select ‘Dialer Campaigns.’ After that, you will see a page displaying all your campaigns. Click on ‘Add a new campaign’ to create a dialer campaign in Voiso.

   

2. Step

   Set the campaign parameters, including the campaign name.

   

3. Step

   Go to the ‘Calling List’ section and choose Salesforce CRM as the calling list method.

   

4. Step

   Navigate to the ‘Salesforce CRM Campaign’ menu and select the name of your campaign.

   

5. Step

   Choose a ‘Caller ID’ group for the campaign.

6. Step

   Click ‘Save’ to add the campaign to your ‘Campaigns table.’ The data will begin loading, and Voiso will automatically import the calling list.

Note:

• Choose a unique name that describes its purpose to make identifying and finding your campaign easy. You can search for campaigns using the Dialer campaigns list's search feature.
• Voiso provides two dialing strategies: Progressive Dialer and Predictive Dialer. Choose the one that best fits your needs.
• Depending on the size of your calling list, it may take several minutes to load before you can start the campaign.

How to Launch Your Dialer Campaign

After saving your Dialer Campaign, you will find it in the campaign list on the Dialer campaigns page. Your campaign can run continuously in a Live campaign.

1. Step

   Click ‘Created’ to sort by creation date, ‘Name’ to sort by campaign name, or ‘Status’ to sort by the campaign status.

   

2. Step

   To run a continuous ‘Live campaign,’ specify your Salesforce CRM as the calling list method when you create your campaign, then click ‘Live Campaign.’

   The Live campaign feature continuously polls your CRM to search for new contacts (leads) to call for the campaign. Live campaigns pause when no new contacts are available in the CRM, no contacts that meet the local time requirement, or no logged-in agents are available. Live campaigns unpause when new contacts are available in the Salesforce CRM and logged-in agents are available to handle the calls.

3. Step

   Use the ‘Poll interval setting’ to specify how often the live campaign should request new contacts from your CRM.

Node:

• The status of campaigns can be one of the following: Draft, Active, Stopped, Paused, or Completed.
• Use the campaign control buttons to start, pause, or stop a campaign.
• Live campaigns continue running until you manually stop them.

How Agents Can Join The Campaign

Voiso provides two methods for alerting agents that there is a Dialer campaign they can or should join. Managers can use Broadcast messages to notify specific teams about an upcoming or just-starting campaign. Also, when you start a campaign, Voiso tells all logged-in agents in the ‘Agent Panel’ that they have been added to one or more campaigns.

1. Step

   To join a campaign, agents click the ‘Dialer campaign icon’ in the ‘Agent Panel’ to display the ‘Dialer campaign’ page.

   

2. Step

   Agents set their status to ‘Available’ and wait for Voiso to connect them to the campaign, and their status will change to ‘Dialer – Waiting.’

   

3. Step

   Agents click the campaign name they want to join.

   

4. Step

   The contact details will appear on the Agent Panel once a call is connected. They can click on the contact name to view the record, and the call will end when either agent or the contact hangs up.

   

5. Step

   To leave the campaign, simply click ‘Leave.’

Boost your team’s productivity by integrating Voiso’s sales dialers with your Salesforce CRM.

Streamline your workflow, connect with more prospects, and use the power of AI to drive your business growth with Voiso’s outbound sales dialers. Meet Voiso’s expert boarding engineer team that will help you get the most out of the contact center platform.