Salesforce CTI Integration | Smaartt Digital Consulting
                     Salesforce CTI Integration | Smaartt Digital Consulting 
Computer Telephony Integration (CTI) is about connecting 
your phone system with the computer system. Improve sales 
and service with CTI data connector with the following:
• Identify and route incoming calls to the right department 
or person.   
• Log, record and store calls for QA and compliance.   
What is Computer • Enable agents to auto-dial contacts or use click-to-dial 
Telephony option
Integration? • Embed a soft-phone dial pad into your Salesforce interface 
for Voice Over Internet Protocol (VoIP) calls  or the 
traditional PSTN (public switched telephone network).          
             
• Provide pop-up screens to the agents with caller 
information, and on account, open cases, and call history. 
• Track and measure the Key Performance Indicators (KPIs) 
such as average handle time, first-call resolution and 
percentage of dropped calls.
What are the Benefits of CTI with Salesforce?
CTI for Salesforce helps in improved customer satisfaction by customer service reps and closure of 
deals by the sales team.   
Convert the leads into sales by personalized conversations with prospects, stored in the CRM,  
Click-to-dial and automated dialing helps the sales reps to connect to the prospects over a phone 
call. 
Reach out to the right live agent through self-service or Interactive Voice Response (IVR) system .
Offer skill-based routing through the system. The system can direct calls to agents with options 
such as “next available agents” or agents who have a specific skill set for resolving some problem . 
Work on calls based on information stored in the CRM and also updated from time to time through 
dynamic call routing. 
CTI Integration with Salesforce works in two ways and these 
are:      
Use Open CTI tools: Open CTI, also known as Salesforce CRM Call 
Centre is a tool developed by Salesforce.com. It helps 
in integration with third-party CTI systems. The best part of using 
the software is that it is browser-based and enables the 
developers to take full advantage of the cloud architecture. The 
How Does CTI Integration following are essential for Open CTI:
with Salesforce Work?
Knowledge on JavaScript, CSS, HTML, CTI Adaptors, Visualforce 
APIs, and Salesforce CRM Call Centre.
Use a component called Salesforce.com Open CTI API.
Use Asynchronous JavaScript Asterisk Manager (AJAM), 
customized and deployed in the server.
How Does CTI Integration with Salesforce 
Work?
• Telephony Service Provider APIs  
• The earlier version of Salesforce with desktop telephony 
system had technological limitations in the form of CTI-
to-desktop model and not CTI-to-Desktop-to-Browser 
model, which reduced the time lag. Now, Telephony 
Service Provider APIs are used. It uses the following 
components for connecting to calls:
• Integration adaptors of Telephony Service Provider APIs
• Custom Apex classes
• Visualforce classes
• Salesforce.com CTI Adaptors
We are one of the 
We follow a customer-centric salesforce development comp
approach and with years of any in UAE
experience working on . The team follows a global 
Salesforce, we guarantee delivery model ensuring we 
successful and timely learn as much as we can 
deliveries of your projects about your business 
regardless of the size of processes followed by 
complexities. implementation of scalable 
and cost-effective solutions.
Why Choose us
Our highly driven team of At Smaartt Digital Consulting, 
consultants have a sound we provide both 
understanding of the onshore/offshore 
complete business operations development and support 
and its intricate processes. solutions. 
Contact us:
•For more information visit https://smaartt.com/ 
•or drop a mail to [email protected] 
•or contact +9714 583 6868