CTI & Telephony Solutions
AQBEE has deep experience implementing CTI (Computer Telephony Integration) solutions from scratch, connecting enterprise phone systems with Salesforce for screen pops, click-to-dial, call logging, and intelligent routing. We have deployed RingCentral, 8x8, PhoneIQ, Amazon Connect, and Service Cloud Voice across industries — building contact centres that reduce handle time, improve agent productivity, and deliver exceptional caller experiences.
What We Deliver
Amazon Connect & Service Cloud Voice
Deploy Amazon Connect as a cloud-native contact centre with Service Cloud Voice for unified agent workspace, real-time transcription, Einstein AI call analysis, and intelligent call routing within Salesforce.
RingCentral Integration
Implement RingCentral CTI with Salesforce for click-to-dial, automatic call logging, screen pops with customer context, SMS/video integration, and supervisor dashboards for call quality monitoring.
8x8 Contact Centre
Build 8x8-powered contact centres integrated with Salesforce for omnichannel routing across voice, chat, and email, with real-time analytics, call recording, and workforce management.
PhoneIQ Native Integration
Deploy PhoneIQ as a Salesforce-native dialer with power dialing, local presence, voicemail drop, call coaching, and built-in analytics — no middleware required.
IVR & Intelligent Routing
Design custom IVR flows and intelligent call routing using Salesforce data — route callers based on account tier, open case status, assigned rep, or Einstein-predicted intent.
Real-Time Transcription & Analytics
Enable live call transcription, sentiment analysis, and keyword spotting powered by AWS Transcribe or Google Speech-to-Text, surfaced directly in the Salesforce agent console.
How We Apply It
Cloud Contact Centre for Insurance Claims
An insurance carrier replaced its legacy on-premise PBX with Amazon Connect and Service Cloud Voice, enabling intelligent routing based on policy type, real-time transcription, and automated post-call case creation.
Einstein AI analyses call transcripts in real time to detect caller sentiment, flag escalation triggers, and auto-populate case fields — reducing after-call work by 60%.
Inside Sales Dialer for Technology Company
A B2B technology company deployed PhoneIQ as a power dialer for their 50-person SDR team, with local presence dialing, automated voicemail drops, and Salesforce activity logging — increasing daily connects by 3x.
Einstein Activity Capture combined with PhoneIQ call data creates a complete engagement timeline, enabling AI-driven optimal call time recommendations for each prospect.
Omnichannel Support Centre for Financial Services
A regional bank implemented RingCentral with Salesforce Service Cloud to unify phone, chat, and email support, with screen pops showing account balance, recent transactions, and open cases for every incoming call.
Einstein Case Classification auto-categorises inbound calls based on IVR selections and speech-to-text analysis, routing to the right specialist team with pre-populated case details.
See this in action
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