What is Salesforce + CTI ?
This is a guest post by Prajakta Samant (LinkedIn, Twitter)
The Computer Telephony Integration (CTI) simply means connecting the telephone systems and computers. Typically, it comprises of a software installed on the desktop (softphone) that is used for interacting with customers or prospects and a server-based component that is used for automatic call routing.
However, in order to improve the efficiency of users, it is necessary to use it in conjunction with a CRM system so that system can match incoming phone calls with the correct customer and conversations can be more relevant.…