For a business getting hundreds and thousands of calls in a day, it can be challenging to maintain a high level of productivity. It becomes essentially true when the processes are handled manually. Paul, responsible for managing a team of 100+ sales agents faced the same obstacle. He found that manual contact searches, lack of customer info, and misrouting calls lead to missed opportunities. Due to which he could not really prepare his team to deliver consistent customer experiences.

Upon looking for various solutions, he decided to integrate CTI tool with Salesforce. And guess what? It resulted in better opportunities, improved productivity, and enhanced customer satisfaction. With Salesforce CTI integration, Paul automated call routing and provided agents with real-time customer data, thus transforming the way his team operated. Wondering what were the functionalities that enabled Paul to turn challenges into opportunities? Diving straight into this guide will help.

CTI for Salesforce—Explained

CTI, computer telephony integration refers to the execution of integrating Salesforce with a CTI tool. While strolling through this blog, you will explore the top 6 CTI tools that you can easily integrate with Salesforce. Thus, conducting all phone functions like answering, disconnecting, and transferring calls via the integrated system.

Besides, CTI for Salesforce features advanced call queuing and routing that distributes the inbound calls based on predetermined conditions and rules. This reduces the time it takes to connect with the agent, leading to enhanced customer satisfaction.

Other than this, Salesforce CTI integration automatically records all call activities that managers can hear anytime to witness the loopholes in interactions and train their agents accordingly. Moreover, these logs help acknowledge customers’ preferences too, for reps to strategize and improve the engagement.

However, the catch with integrating a CTI tool with Salesforce requires careful consideration. That's where you need the experts who not just develop the data management hub but also ensure a fault-free customer journey.

Top Benefits of Having CTI for Salesforce

While the customer experience is crucial during voice interaction, the employee experience is paramount. And here is how Salesforce CTI integration ensures both, thus streamlining business growth.

1. Provide direct access to customer data

The screen containing customers’ data, past interaction, and queries pops up right from the moment customers call. This enables the sales team to view data in real-time for faster response time and better problem resolution. Thus, unlocking the door to personalized and customized conversation.

2. Reduce wait time for customers

Customers are not required to wait for longer to connect with the agent. Thanks to call forwarding for up to 9 numbers that connects the caller to the primary, secondary—till ninth territory based on which is available. This ensures that all calls get answered and business keeps running even when someone from the office has gone on vacation.

3. Bring sales data for evaluation

In-built reporting and analytics within the CTI tools enable businesses to get comprehensive insights into sales operations and client interactions. With client interactions, managers learn how well agents communicate with the callers. Meanwhile, sales data lets them detect the number of calls produced by the marketing campaign to evaluate its effectiveness.

4. Generate call records and scripts

Conversations are automatically recorded right from the moment agents receive an inbound call. Managers can hear these recordings at any time to analyze call data. Therein, they can detect the issues that sales representatives are facing, thus providing them with essential guidance to improve client interaction and enhance sales processes.

5. Streamline customer experience

Whether we talk about one-click dialing, caller identification, and robust call routing—every feature equipped within the CTI tool screams for improved and streamlined customer experience. How? Because these features allow sales representatives to close deals faster, reduce the chance of missed opportunities and handle calls more appropriately—thus leading to streamlined customer support.

6. Decrease call handling time

Decreased handling time impacts the total hold time, and it directly influences customer satisfaction scores. Salesforce CTI, featured with call barging, allows managers to take over the call upon identifying if there are gaps in product knowledge. This prevents callers from dismissing the call and creates an interruption-free interaction.

7. Supercharge team’s productivity

Do you know that CTI tools come with power dialer? This feature automatically dials the next contact number in sequence once the rep has finished the last call. That means the team is not required to dial and search for the number manually. They can skip this hassle and increase their productivity by putting their time and efforts into more valuable tasks.

Top 6 CTI Tools to Integrate with Salesforce in 2025

Now, let’s talk about some top-notch CTI tools that you can easily integrate with Salesforce and enhance the way you interact with the customer.

1. GirikCTI

Developed by the experts of Girikon, GirikCTI is a 100% Salesforce integrated CTI tool. It goes beyond just a mere solution with its human-like voice agents. You can seamlessly integrate it with Salesforce in just a matter of 5 minutes, thus placing and receiving calls seamlessly. Here is what the tool is equipped with:

AI Conversation Analysis

GirikCTI with AI conversation analysis provides insights into customer sentiment, minutes of meetings, and intent of conversations, thus highlighting areas where improvement is required.

Integrated Softphone

You can simply dial directly from a unified Softphone, available within the Salesforce. Thus, eliminating the need to rely on separate tools.

Real-time Note Taking

While attending a call, sales reps can easily capture and organize customer information within Salesforce. All thanks to the real-time note taking.

Live Call Monitoring

Not just admins can monitor live calls but also instruct agents to provide quality and personalized support with barge-in and whisper features.

AI Improvement Suggestions

Built as a human-like voice agent, GirikCTI provides actionable suggestions for sales reps to refine their approach and further conversations.

Real-time Call Management

Leveraging the multi-line support, sales reps can easily manage various calls simultaneously. Moreover, they can forward the call to up to 9 numbers for streamlined conversation and consistent customer support.

Power Dialer

While mitigating the need to dial multiple numbers manually, Power Dialer automatically dials the next number in the list for sales reps.

Note: Girikon has its own text messaging app too—GirikSMS. Featured with AI incredibility, it also helps you drive the best result in transforming your customer experience. You can connect with the experts of Girikon to use both GirikSMS and GirikCTI together.

2. CloudCall

CloudCall is yet another computer telephony integration solution that is built specifically for organizations using CRMs. Here is what the app offers:

Automated SMS Activity

The tool automates bulk text message delivery upon integrating with your current workflow, thus maximizing revenue and increasing productivity.

Local Presence

It displays a local phone number for users while they make inbound calls. This eliminates the need to switch between different screens.

Team Collaboration

In-build features like call conferencing and group calling within CloudCall allow sales teams to work together more effectively.

3. RingDNA Dialer

RingDNA, featured with call tracking, virtual call center, and inbound IVR, enables sales agents to access log call details and customer data directly from the Salesforce interface.

Sales Coaching and Training

With a range of coaching tools like call whispering and call monitoring, it enables sales managers to train and support their teams.

Voicemails Delivery

It allows sales agents to leave pre-recorded voice mails in their free time when prospects don’t answer.

Compliance Risk Reminders

With this feature, RingDNA reminds reps to effectively adhere to certain regulations and compliance to avoid costly compliance fines.

Local Presence Dialing

It enables sales reps to use local phone numbers to make outbound calls to enhance the effectiveness of outbound calling campaigns.

4. Genesys Cloud

Genesys Cloud acts as a cloud-based contact center solution that can be easily integrated with Salesforce when you leverage the Salesforce consulting services.

Customizable Reporting

With its in-depth insights and analytics, sales teams can identify areas that need attention, thus ensuring improvement based on the same.

Workforce Optimization

The tool includes workforce management tools, using which sales managers can easily optimize agent scheduling and ensure that resources are allocated at the right place.

Omnichannel Support

It provides support to multiple channels, including social media, email, SMS, and voice, thus ensuring consistent client interaction across different platforms.

Predictive Engagement

Along with advanced features like workforce optimization, AI-powered chatbots, analytics, etc., Genesys Cloud provides interaction prediction feature too. It determines the best time to connect with prospects, thus increasing the chance of successful connection.

5. TalkDesk

Another CTI for Salesforce is TalkDesk that is again integrated with Sales Cloud to ensure powerful contact center and personalized interactions.

AppConnect Ecosystem

The platform provides options in pre-built integration and customization for businesses to expand their existing setup smoothly.

Real-time Analytics

Upon incorporating with Salesforce, TalkDesk’s dashboard provides thorough overview of KPIs and analytics, thus letting managers identify problem areas to strategize further.

Omni-channel Customer Support

From voice, email, chat, to social media, the tool lets you engage with customers across all channels more effectively.

AI-Powered Automation

Consisted with intelligent virtual assistants, TalkDesk allows sales team to reduce manual tasks for more valuable and streamlined sales processes.

6. Twilio

Twilio assures to enhance efficiency, improve customer experience, and analyze support data, being a Salesforce CTI tool. Here is what it offers for businesses of all domains and sizes.

Scalability

With the help of Salesforce consultants, you can easily scale up and down CTI offered by Twilio based on your business’s unique demands, thus ensuring scalability and flexibility.

Enhanced Collaboration

It enables sales reps to transfer, and share call related information with other team members when they need it the most during conversation to resolve the issue.

SMS Delivery with Process Builder

Leveraging the power of Salesforce’s Process Builder, Twilio lets its users construct automated processes based on specific actions and criteria to send responses accurately.

Streamlined Automation

While integrating with automation tools like voice assistants and chatbots, it ensures increased efficiency and streamlined customer service processes.

To Sum it Up!

With Salesforce CTI integration enabling agents to handle calls from desktop, companies are streamlining customer experiences. They don’t need to juggle computers and phones as the system calls with just one tap and automatically pulls up profiles—including prior support tickets, personal preferences, and past purchase history. This expedites the process even further and improves customers' overall experience.

From the CTI tools above, you can select the right one. However, if you want to test their efficiency on your own, then don’t hesitate to book a free demo. With the tools’ testing, you can ensure how they can elevate your customer support and scale your sales operations. This helps you make the best choice among a pool of dynamic solutions.