Computer-Telephony Integration (CTI)

Computer-Telephony Integration (CTI) in Salesforce is the technology that connects telephone systems to the Salesforce platform, enabling agents to manage phone calls from within the Salesforce interface. CTI provides features such as click-to-dial, screen pops (automatic display of caller information), call logging, call transfer, and conference calling, all integrated into the Service Console or Sales Console using Open CTI or partner CTI adapters.

CTI is the umbrella concept for connecting telephone systems to Salesforce so that calls and CRM data live in the same agent experience. The integration typically uses Salesforce's Open CTI API, which is a JavaScript-based browser API that telephony vendors call to drive Salesforce-side behavior: pop a record on incoming call, log call activity, dial out from a button click, transfer or conference. Older orgs may still use desktop CTI adapters, but Open CTI is the modern standard.

CTI is most common in Service Cloud deployments where agents handle high call volumes and need fast access to caller context. The value comes from eliminating context-switching: without CTI, an agent answers a call, then has to search Salesforce for the caller, then start typing notes. With CTI, the caller's record is on screen the moment the call connects, and the call gets logged automatically when it ends. Service Cloud Voice takes this further by bundling Amazon Connect telephony with the integration, turning CTI from a custom build into an out-of-the-box product.