If you want to keep your business growing, you need to make sure your customers are happy and satisfied. However, it is not an easy task, as many businesses face the challenge of keeping their customers happy consistently. The consequence of not having happy customers could mean you lose them, which is always bad news for any business.

The best to counter is to give your customers a personalized experience. To meet this challenge, you will need to have the right tools and technology. Computer Telephony Integration (CTI) is one such tool. Integrating it with Salesforce will give your team the ability to build better and more personalized relationships with your customers.

In this blog, we will delve into and answer what Salesforce CTI is, what it brings to your business, and how you can integrate it into your Salesforce.

CTI Simplified

Let's first understand what exactly Computer Technology Integration (CTI) is. CTI is a technology that integrates telephone systems into a computer or softphone, helping you streamline and optimize customer interactions and customer experience. To carry voice and other communication through, they commonly use  VoIP (Voice over Internet Protocol). Making and receiving calls and data transmission is felicitated by CTI. Along with this, it can track call logs and conversation history from your Salesforce 

The technology gained fame and relevance thanks to its early use by call centers across the globe. These centers would simply just connect it to their respective software. Eliminating the need to have cell phones and having everything they need on their desktop itself.

Now that you understand CTI, let's delve into Salesforce CTI integration.

Salesforce CTI Integration

You already have a lot of customer data on your Salesforce. This integration allows you to make the optimal use of this data and make your team more efficient. Your team can access the Salesforce data and use that to make the calls.

The integration also allows your team to stay completely updated with the customer history and details. While making the call, you can see all the details of the customers. This helps in giving a quick resolution of any queries, giving the right sales pitch, and communicating effectively with the customer.

This will also help you analyze the performance of your team, thanks to real-time analytics and reports that are generated. 

What CTI provides:

  • Automatically generated transcripts of phone conversations.
  • Automatic redirection of incoming calls to the right recipient.
  • All customer information is presented in real-time.
  • Auto-dialing or click-to-dial feature is already embedded in the Salesforce interface.

The CTI Advantage for Your Business 

There is a lot more to Salesforce CTI integration than just making or receiving calls that can help your business.

All controls are in one place 

Imagine if your team member has to switch to different platforms to have different controls; not only is it time-consuming and inefficient it also hampers the experience for the customer. With the CTI integration, they can have all the important controls, such as making or receiving calls, mute, hold, call forwarding, hanging up, etc., in one single place.

This allows your team to focus more on the needs of the customer and less on switching between the phone and the computer. This results in a far better customer experience and better efficiency for your team and your business.

Window with all the information 

As soon as you receive the call, a window with all the essential information about the customer opens. Caller authentication information like Automatic Number Identification (ANI) or Dialed Number Identification Service (DNIS). 

You can also access all the exciting information about the customer instantly, allowing you to better understand the customer and resolve whatever queries they have more quickly. All this allows you to give a better and more refined experience to your customers.

Automated Dailing 

Automated dialing is a feature that is hugely beneficial to making your business more efficient. The Salesforce CTI automated dialing comes with three options:

1-  Predictive Dailing: This is mainly used when you need to bulk dail. When the customer receives your call, it is routed to your team member to take the conversation forward and making a connection with the customer. This helps you save a lot of time spent individually dialing numbers and waiting for your customer to pick up. 

2- Click-to-call: In this option, the customer is the one who initiates the call. This is usually used for customers to reach out to service and help centers.

3- Auto Dialers: This is used when you need to convey the same message to a lot of customers in one go. Usually, a pre-recorded message plays when the customer picks up the call. The customers can still be given the option to talk to an available representative.

Easy Transferring and Routing 

Automatic Call Distributor is used by CTI, which uses data-oriented call transferring or routing. In simpler words, when the customer makes the call, the system uses the existing data on the customer, picks the representative that is best suited to attend to the customer, and transfers the call to them.

This is an intuitive system that allows your customers to reach the right person for their query without any delay. For example, if a customer calls to ask about the status of their refund, the CTI automatically identifies the right available representative and transfers the call to them.

Call monitoring and recording 

The CTI integration can be used for monitoring and recording purposes as well. Your team can access the previous recordings to better understand the customer's needs. Recordings can also be used for training purposes.

Ongoing calls can be monitored as well, helping you better access the performance of your team and improving where required.

Better customer experience

Along with streamlining your communication operations, one thing that this integration does indirectly is make the customer experience much better. When they reach out to you, they are directed to the right person. Along with this, when you have all their information with you, you can understand them better. This leads to the customer having to spend less time getting their queries resolved.

How Easy is it to Integrate CTI with Salesforce?

The simple answer is: It is very easy. If you go with the option of installing an app instead of hiring developers to create something from scratch. Readily available apps that are listed on AppExchange offer a solution that can be installed in a matter of minutes, customized to your business needs, and ready to be deployed.

Checklist for a successful Salesforce CTI Integration  

Here is a simple checklist that you can follow to ensure a successful interrogation:

  • Be clear with your requirements, objectives, and goals.
  • Choose the right app that meets all your business needs.
  • Configure and customize it to your needs.
  • Do initial testing and sort out all the bugs and hurdles before deployment.
  • Train all your users and make sure they share knowledge.


The Salesforce CTI integration will streamline your communication process with its intuitive nature and automation. Add to this; it makes your teams freer to balance calls on mobile phones and see data on Salesforce. It comes with a wide area of features and options, all designed to optimize your communication process. While opting to integrate, it's better to pick the right app and have a faster deployment.