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Managing customer calls efficiently isn’t just important—it’s essential to growing your business and keeping customers satisfied. Salesforce is one of the most popular Customer Relationship Management (CRM) tools out there, but if you’ve tried using it for advanced call routing or setting up an Interactive Voice Response (IVR) system, you’ve likely noticed it can get complicated quickly.
In this blog, we’ll talk through the common challenges Salesforce users face with call center management and introduce you to a powerful solution: Kixie. We’ll explore how Kixie integrates effortlessly with Salesforce, overcoming typical hurdles to help you deliver a seamless, productive, and customer-friendly calling experience.
Challenges with Native Salesforce Call Center Capabilities
Salesforce Service Cloud Voice is powerful but can present hurdles when you need highly flexible or feature-rich routing and IVR options. Examples include:- Limited mobile accessibility: Service Cloud Voice is primarily available within the Lightning Experience and may not work on mobile devices or tablets.
- Complex and costly setup: It requires an additional license alongside existing Service Cloud or Sales Cloud subscriptions. Many features, including advanced routing, often rely on external tools like Amazon Connect.
- Rigid call participant limits: A maximum of three participants on a single call hinders collaboration for complex issues.
- Strict 20-second limit for incoming calls and callbacks, potentially leading to rushed customer interactions.
- Limited out-of-the-box queue management when using third-party telephony solutions, often requiring workarounds or external systems.
- IVR complexity: Building multi-level IVRs frequently entails using Amazon Connect, forcing admins to learn additional AWS-based platforms.
- Reliability concerns: Some users report system bugs, “stuck” call records, and limited official support or expertise in Service Cloud Voice.
Kixie: A Specialized Approach to Advanced Call Routing and IVR
Kixie addresses these Salesforce challenges with a purpose-built, telephony-first design. Offering advanced features like intelligent routing, skill-based distribution, robust IVR customization, and more, it ensures a truly enhanced call center experience. Some highlights include:- Intelligent Inbound Call RoutingKixie uses real-time CRM data to instantly connect callers to the most appropriate agent. You can route by record ownership in Salesforce, caller location, or other data points like potential deal size or VIP status.
- Automatic Call Distribution (ACD) and QueuesKixie’s inbound call queueing capabilities ensure calls are distributed fairly across teams, offer estimated wait times, and allow callers to leave voicemails or request callbacks during busy periods.
- Robust IVR SetupInstead of juggling separate tools, Kixie provides an intuitive IVR builder directly within its dashboard. You can easily design multi-level menus, record branded greetings, and create “phone trees” to direct callers to the right department, agent, or external number.
- Advanced Features (e.g., Human Voice Detection)Kixie can identify whether a call has been answered by a live person or an automated system, allowing agents to skip voicemail greetings and engage more efficiently in outbound calls.
Effortless Integration with Salesforce-and Other CRMs
One of Kixie’s strongest advantages lies in its seamless integrations-starting with Salesforce. Setup is typically accomplished in minutes, requiring little technical expertise. Once integrated:- Automatic Data SyncKixie logs all inbound and outbound calls, SMS messages, and voicemails under the correct Salesforce contact or lead. This includes free call recordings stored in the cloud.
- Click-to-Call and Click-to-TextFrom within Salesforce or any webpage, agents can click a phone number to automatically call or text through Kixie, saving time and reducing dialing errors.
- CRM Record Creation and UpdatesIf a new phone number isn’t recognized, Kixie automatically creates a new Salesforce record. Agents can also edit contact information directly from the Kixie dialer, and those changes sync back to Salesforce in real time.
- Click-to-Call in HubSpot: Your calls, SMS, notes, and follow-up tasks sync into each HubSpot contact record.
- Native HighLevel Log: Calls made through Kixie can appear as native GoHighLevel calls, with any outcome or notes also logged accordingly.
- Simple Setup: Kixie does not charge account setup fees; simply choose your CRM within the Kixie dialer settings, enter your credentials, and you’re good to go.
Powering Outbound with the Kixie PowerDialer
To maximize outbound outreach, Kixie’s PowerDialer streamlines high-volume calling:- Dial Multiple Numbers SimultaneouslyAgents can call up to 10 phone numbers at once. Once a lead answers, the other lines drop off and remain in the queue for subsequent attempts.
- Multiple Lists and PriorityDynamically call from multiple lists, each with its own priority setting. Easily switch to a single list, if desired, for targeted campaigns.
- Contact Data VisibilityAny property from Salesforce, HubSpot, or HighLevel can be mapped to display in the PowerDialer, giving agents contextual information before the call connects.
- “Next Call Refresher”Agents can write or update notes that appear next time the contact is dialed. This can also auto-populate with form submission data.
Automate Personalized Outreach with SMS Templates
Text messaging is often the fastest way to reach prospects or customers. Kixie’s SMS features include:- Customizable TemplatesUse autofill options (e.g., fname, lname) to insert contact data from Salesforce or your chosen CRM, personalizing texts at scale.
- Team SMS InboxesShare a single phone number among multiple team members, allowing collaborative handling of inbound texts, perfect for sales or support teams.
Boost Efficiency with Voicemail Drops
Rather than repeating the same voicemail multiple times a day, Kixie’s voicemail drop feature lets you:- Pre-record Multiple Voice MessagesUpload MP3 files or record directly in Kixie for different scenarios.
- Instantly Drop a VoicemailWhen you hear the beep, click once to leave a pre-recorded message. This saves considerable time and helps maintain consistent brand messaging.
Streamline Workflows with Call Outcomes and Automations
Kixie’s call outcomes-or dispositions-are far more than simple labels. They can automate downstream actions in both Kixie and your CRM:- Automated CRM UpdatesSelecting a call outcome automatically logs that result and any notes in Salesforce (or other integrated CRMs).
- Disposition RulesTrigger SMS sends, remove or move contacts in PowerLists, or kick off follow-up tasks based on outcomes (e.g., “Demo Booked” or “Wrong Number”).
- Deeper Integrations via Zapier and WebhooksConnect to apps like Zendesk, Slack, Google Calendar, and more. For example:
- Create a Zendesk ticket when a “Create Ticket” outcome is selected.
- Log the total number of calls as a custom field in HubSpot.
- Send Slack alerts when a call is escalated.
- Automatically add HighLevel tags based on call dispositions.
Handling Inbound Calls with IVR Menus and Call Queues
In addition to its outbound strengths, Kixie excels at inbound call management:- Intuitive IVR BuilderAccessed under “Inbound” in the Kixie dashboard, this drag-and-drop interface lets you set up multi-level phone trees, record greetings, and customize routing based on caller inputs.
- Call QueuesAutomatically distribute calls among available agents. Provide callers with an estimated wait time, allow them to request a voicemail or callback, and define rules for what happens if the queue is too busy or goes unanswered.
Intelligent Outbound Calling with AI Voice Detect
Kixie’s AI Voice Detect feature skips automated greetings and IVRs on outbound calls, connecting your agents only when a real person answers. This boosts agent productivity by reducing wasted time listening to rings, operator messages, or voicemail prompts.Leveraging Additional Salesforce AI and Knowledge Tools
While Kixie centers on telephony, you can further elevate your call center performance by tapping into Salesforce’s broader ecosystem:- Salesforce Einstein for Email MarketingUse Einstein to automatically generate or refine email subject lines and body copy for campaigns. Provide your target audience, key message, and desired tone, and Einstein will produce suggestions you can iterate on.
- Agentforce for AI Service AgentsBuild intelligent, natural-language-based chat or voice bots to handle common service tasks like appointment scheduling-no complex dialog trees required.
- Transform Customer Service with a Knowledge BaseSalesforce Knowledge, powered by Einstein, helps customers self-serve while reducing agent load.
- Track the questions customers actually ask.
- Rapidly generate knowledge articles with Einstein.
- Provide management insights via Einstein Generative AI Audit and Feedback dashboards.
- Advanced CustomizationSalesforce’s robust customization options-objects, fields, layouts, list views, and dashboards-enable deeper alignment with your business processes. Combine them with Kixie’s data sync to build comprehensive reports on call outcomes, agent performance, and pipeline health.
Key Benefits for Salesforce Users (New and Experienced)
By integrating Kixie into your Salesforce environment, you unlock:- Higher Agent ProductivitySave time with one-click calling, automated data logs, and a multi-line power dialer. Eliminate tedious tasks like manual voicemail recordings or repeated data entry.
- Improved Sales PerformanceLocal presence dialing, advanced call routing, and custom call outcomes empower your team to reach more leads faster and tailor each interaction for maximum impact.
- Better Customer ExperiencesIntelligent routing sends callers to the right person. IVR menus offer self-service options and a smoother journey, reducing wait times and frustration.
- Seamless SetupKixie’s integration is often completed in minutes-no months-long deployments or extensive technical resources required.
- Scalable SolutionFrom small teams to large enterprises, Kixie’s subscription-based pricing and unlimited calls (in certain plans) allow you to grow without hidden usage fees.
