Yes, it’s possible to place and receive calls from within Salesforce using CTI. Salesforce CTI is indeed one of the most powerful ways to connect your telephony system with Salesforce. This enables agents to handle all customer discourses within Salesforce itself. This integration not just optimizes agent productivity but also heightens customer experience through automated workflows and access to data in real-time.

Earlier, agents had to toggle between their phone and CRM systems to place or record calls. CTI removes this bother by inserting telephony capabilities into Salesforce directly. Depending on the configuration and the provider, agents can either use an on-screen softphone or have calls routed via Salesforce by default.

CTI connects your phone system and Salesforce, enabling users to manage calls without the need to leave the CRM. It fits in essential call controls—right within the Salesforce interface.

Once CTI is integrated, making outbound calls becomes effortless with the following features:

Click-to-Dial:Each phone number in the CRM changes into a clickable link. This link can instantly launch a call via the linked telephony system.

Manual Dial:Agents can open the dial pad and enter a number manually when required.

Call Lists and Campaigns:Sales teams can utilize tools or third-party CTI apps to prepare call lists or use power dialing for better outreach.

Every call made via Salesforce is logged in the CRM by default. This provides complete visibility into the activities and call performance of agents.

For inbound calls, CTI identifies the caller ID by default and searches Salesforce for a similar record. Within a few seconds, the agent’s screen displays key customer details such as open cases, past communications, or active opportunities. This allows for a more informed and tailored conversation.

In case of unavailability of existing record, a CTI App like GirikCTI can prompt the agent to create a new lead or contact instantly. This real-time insight allows quick resolutions and engaging customer experiences.

Inbound CTI typically includes features such as:

Call Routing:Directs calls to the right agent by default based on Salesforce data.

Call Queues:Handling incoming calls in queues to ensure efficient handling.

Voicemail Integration:Apprehending voicemails and missed calls directly within Salesforce for easy follow-up.

CTI in Salesforce enables agents to handle everything related to tasks from within the CRM. This saves them from manual logging of data and toggling between tabs. Features such as instant screen pops display the complete history of the caller, which enables agents to deliver quick and tailor-made services. Since, CTI integrates seamlessly with Salesforce Service and Sales Cloud, teams can share notes, communication histories and more seamlessly.

So, if you are looking to Set-up CTI in Salesforce, the platform offers several options for implementing it:

• Service Cloud Voice: A Native Salesforce CTI Solution built in partnership with Amazon Connect.
• AppExchange CTI Adapters: Plug-and-play telephony apps for Salesforce.
• Custom Integrations: Enterprises can use Open CTI to create tailored integrations for specialized phone systems.

Be it through Service Cloud Voice or third-party integrations, CTI connects your phone system with CRM. The outcome is smarter agents, quicker resolutions, and satisfied customers. By converting Salesforce into a communication hub, CTI empowers businesses move beyond call management. Rather, it forms a foundation for augmented engagement, informed decisions, and long-term loyalty.

For businesses aiming to make and receive calls from Salesforce directly, access real-time transcripts and boost service and sales with 100% Salesforce Native CTI then GirikCTI App should be a preferred choice. This CTI for Salesforce App has transformed the way businesses communicate with their customers without toggling between different systems.