May 6, 2025
Listen to this articleToday, savvy customers expect a smooth and connected support experience no matter how they reach out. According to data, 88% of consumers say that good customer service makes them more likely to buy again. Phone call support remains a cornerstone in meeting this demand. In fact, 91% of companies rely on it. This makes it the second most popular service channel, just after email. If you are already using Salesforce as your CRM platform for seamless customer interactions, chances are you’re aware of the challenges that come to light when your support teams and agents have to keep juggling between tools for crucial data. And that’s where Salesforce CTI integration can come to your rescue.
In this blog post, we’ll talk about the nitty-gritty of the CTI integration with Salesforce and how it can help you in strengthening your omnichannel support.
Computer telephony integration is a technological solution that brings together the capabilities of computer and telephone systems. The technology is used in call centers by support reps dealing with a high volume of incoming calls. Salesforce Open CTI is a JavaScript API that allows third-party CTI vendors to integrate their solution with Service Cloud Voice. You should go for Salesforce CTI integration if you want to:
Salesforce CTI integration offers plenty of features for customers and support reps to simplify workflows and boost their efficiency. Let’s take a closer look at them.
You can access the automated dialing feature with this integration. With click-to-call functionality, customers can easily connect with support reps directly from apps or websites. In addition to that, agents can use auto-dialing to call a list of contacts automatically. This feature empowers agents to connect with a large volume of customers in a shorter time frame and help them improve their productivity.
With this feature, you can make your customer communication more effective, as you will get relevant customer data on your screen while receiving a call. Also, to help you deliver a more personalized customer experience, you can get access to call history and other customer insights.
The Salesforce CTI integration enables you to have access to extensive call recording features. You can easily access these call logs directly from the CTI screen. This way, you can get rich insights into customer queries and deliver them a personalized solution. In addition to that, by analyzing the call recordings, you can decode the quality of the relationship between the agent and the customer.
The integration allows data-directed call routing and transferring. This aligns inbound call details with your company’s database and improves the speed of issue resolution and customer satisfaction. You can route the call to a single user, a group of users, voicemails, IVR, the last communicator, and the record owner.
Now that we have talked about the benefits of Salesforce CTI integration, let’s talk about the different ways you can make this integration work.
Integration Using Open CTI Tools
This is a browser-based approach that does not require a third-party adapter. This type of integration is suitable for creating customized softphones that can be embedded into the platform. It can work on any browser, and third-party softphones can be easily integrated.
This integration method requires a specific adapter from the service provider. You must process every request through this adapter. Also, this approach is suitable for the desktop-based system and cannot be deployed in the cloud. Additionally, there is a chance that the service provider’s adapter may become incompatible with each new Salesforce version. Therefore, you would need to upgrade it to maintain the functionality.
Salesforce CTI integration is a great solution for businesses looking to improve customer interactions. It reduces manual processes, amplifies agent productivity, and ensures personalized support. However, integrating them is a tough cookie. So, choose a trusted Salesforce partner who can make this process a breeze for you.
1. What is Salesforce CTI integration?
Ans. It is the connection between your phone system and Salesforce. It lets agents make, receive, and manage calls right inside Salesforce with features like click-to-call, screen pops, and call logging.
2. How does CTI improve agent productivity?
Ans. It saves time by automating dialing, pulling up caller info instantly, and logging calls automatically—so agents can focus more on helping customers.
3. Can I use my existing phone system with Salesforce CTI?
Ans. Yes! Most modern CTI solutions support integration with existing phone systems and browsers, with or without third-party adapters.
Our Salesforce experts will be happy to assist you with the complete integration process. Just drop us a line at contact@360degreecloud.com, and we’ll take it from there!
CEO
Siddharth Sehgal is CEO & Salesforce Communication Guru. He helps businesses grow exponentially by putting their Salesforce CRM on steroids with his unique techniques. He is on a mission to help businesses build deeper relationships with their customers.
