CTI (Computer Telephony Integration) for Salesforce

CTI (Computer Telephony Integration) for Salesforce
On December 30, 2016, Posted by , In Integration

CTI is a technology that enables computers to interact with telephones. It includes the use of computers to manage telephone calls like the routing of a telephone call to the right department from whom you want information.

Salesforce.com is a cloud-based customer relationship management (CRM) software solution for sales, service, marketing, analytics, and building customized applications.

Also checkSalesforce and Computer Telephony Integration

Why we need CTI for Salesforce.

  • Organizations spend extra time on recording the calls of customers like call durations, to whom the call is made etc.
  • Miss-dialing to target customers is irritating.
  • Maintaining a database for several years was challenging.
  • The problem is in identifying the caller’s information while on call.
  • Call routing was difficult.


  • CRM database system automatically logs the durations of calls which helps to eliminate time consumption in maintaining the record.
  • CRM tool discards the possibility of miss-dialing because it maintains the customer’s database with their necessary credentials.
  • Maintain database for many years which helps in accessing phone no., emails and much more information about customers or clients and subsequently enables you to follow the leads.
  • Matching the number of a caller with a customer record based on CRM and displays it for reference when talking to the caller.
  • Forward the call of the customer to the appropriate person or department.
  • Recognize a voice, either for authentication or for message forwarding.

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