Integrations & Development

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.

Capabilities

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.

Real-World Applications

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.

Key Highlight

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.

Key Highlight

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.

Key Highlight

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.

Case Studies

CTI & Telephony Solutions Success Stories

See how we've delivered measurable results with CTI & Telephony Solutions.

Cloud Contact Centre with Amazon Connect & Service Cloud Voice

9.2 → 5.8 min

Average Handle Time

Insurance

Cloud Contact Centre with Amazon Connect & Service Cloud Voice

TrueNorth Insurance Group

TrueNorth, a multi-line insurance carrier handling 45,000 inbound calls per month, was running a 10-year-old on-premise PBX system that required dedicated hardware, costly maintenance contracts, and a team of three full-time telecom engineers. The system had no integration with Salesforce — agents manually looked up callers, re-entered data, and toggled between five screens per call. Average handle time was 9.2 minutes, first-call resolution was 61%, and the company was paying $380K annually for PBX maintenance alone. Remote work was impossible, limiting hiring to agents near the single office location.

Amazon ConnectService Cloud VoiceSalesforce Service CloudAmazon Transcribe

Intelligent Claims Automation for Property & Casualty Insurance

Guardian Shield Insurance

Guardian Shield processed 180,000 property and casualty claims annually with an average cycle time of 23 days. The claims workflow was heavily manual — adjusters spent significant time on data entry, document review, and status updates. Customer satisfaction scores were declining as policyholders expected real-time transparency, and the company was losing market share to insurtechs offering faster, digital-first claims experiences.

Service CloudFlow OrchestratorEinstein AIAgentforce

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Telehealth and Remote Patient Monitoring Platform for Regional Health System

38% → 11%

Missed Appointment Rate

Healthcare

Telehealth and Remote Patient Monitoring Platform for Regional Health System

BridgeCare Health Network

BridgeCare served 18 rural counties where patients often drove 90+ minutes for routine follow-ups. The health system had no virtual care capabilities, and chronic disease patients — particularly those with diabetes and heart failure — were missing follow-up appointments at a 38% rate. Remote patient monitoring data from home devices sat in vendor portals that clinicians never checked, and readmission rates for chronic conditions were 22% above the state average.

Health CloudTwilio VideoMuleSoftEinstein AI

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