Streamlined Conversations, Smarter Engagements: Conquer + Salesforce CTI Integration

Introduction

Our client, Thryv, provides an all-in-one business automation platform helping small to medium-sized businesses manage customer relationships, scheduling, marketing, and sales operations. However, one major challenge persisted: sales and customer success teams managed voice communications outside of Salesforce, resulting in lost context, inconsistent data capture, and inefficiencies across daily workflows.

By implementing a Conquer + Salesforce CTI (Computer Telephony Integration) solution, we unified voice interactions directly within Salesforce. This integration enabled real-time call logging, activity tracking, and seamless customer engagement - empowering sales teams to have meaningful conversations backed by accurate, contextual CRM data. With Conquer embedded natively in Salesforce, Thryv’s teams now operate from one unified platform, driving faster response times, improved data accuracy, and greater productivity across sales operations.

The Challenge (Problem)

• Disjointed communication systems:

Teams used external dialers and call management tools disconnected from Salesforce.

• Incomplete activity data:

Calls were often not logged automatically, leading to lost insights and broken visibility into rep performance.

• Manual call tracking:

Sales reps had to log call details manually, consuming valuable time and introducing errors.

• No real-time visibility:

Managers lacked instant insights into live call outcomes, duration, and follow-up needs.

• Fragmented workflows:

Switching between multiple platforms disrupted focus and lowered sales efficiency.

This fragmented CTI setup made it difficult to measure engagement effectiveness, automate workflows, and leverage Salesforce as a true single source of truth.

The Approach (Solution)

To overcome these challenges, AWT implemented Conquer’s native Salesforce CTI integration, bringing together call handling, activity tracking, and analytics - all inside Salesforce

Key Steps Taken

• Native CTI Integration:

Embedded Conquer directly into Salesforce via managed package, enabling call initiation, logging, and disposition from within the CRM.

• Automated Call Logging:

Configured Salesforce automation to capture call activities, call sentiments, and outcomes automatically on related records (Lead, Contact, or Opportunity).

• Real-Time Screen Pops:

Enabled intelligent screen pops displaying caller details and recent interactions when an inbound call is received.

• Workflow Automation:

Integrated call outcomes with Salesforce Flows and Process Builder to trigger next steps such as follow-up tasks, opportunity creation, or lead assignment.

• Performance Insights:

Linked call data with Salesforce reports and dashboards to provide real-time visibility into rep performance, call volume, and conversion metrics.

• Cross-System Integration:

Connected Conquer with systems like Salesloft and HubSpot for seamless data synchronization and to avoid double entry of call activities.

The Outcome (Results)

• Unified CTI Experience:

All call activities and notes are now captured directly in Salesforce, providing a 360° view of customer interactions.

• Improved Rep Efficiency:

Reps can initiate, log, and analyze calls without leaving Salesforce - reducing manual work and context switching.

• Enhanced Call Tracking & Insights:

Management gains access to live dashboards for monitoring call outcomes, call duration, and sentiment analysis.

• Better Lead and Opportunity Management:

Automated follow-ups ensure no leads fall through the cracks, boosting conversion rates.

• Faster Response Times:

Screen pops and contextual data enable reps to respond more intelligently to customer needs in real time.

• Data-Driven Coaching:

With call metrics embedded in Salesforce, sales leaders can identify top performers and coach based on data-driven insights.