|Available in: Salesforce Classic|
|Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions |Salesforce CRM Call Center seamlessly integrates Salesforce with third-party computer-telephony integration (CTI) systems. Before the introduction of Open CTI, Salesforce users could only use the features of a CTI system after they installed a CTI adapter program on their machines. Yet such programs often included desktop software that required maintenance and didn’t offer the benefits of cloud architecture. Open CTI lets developers:
- Build CTI systems that integrate with Salesforce without the use of CTI adapters.
- Create customizable SoftPhones (call-control tools) that function as fully integrated parts of Salesforce and the Salesforce console.
- Provide users with CTI systems that are browser and platform agnostic, for example, CTI for Microsoft® Internet Explorer®, Mozilla® Firefox®, Apple® Safari®, or Google Chrome™ on Mac, Linux, or Windows machines.
- Web services
- Software development
- The Salesforce console
- Salesforce CRM Call Center
For information (English only) on customizing and building CTI systems with Open CTI, see the Open CTI Developer’s Guide.