The latest computer-telephony integration (CTI) offering from Salesforce is Open CTI. It differs dramatically from previous Salesforce CTI offerings in that it doesn’t require users to install CTI adapter programs on their machines to use Salesforce with phone systems. That’s right—no more client applications are necessary to use the features of a CTI system with Salesforce.
Open CTI functionality is available to your organization if you have:
The Service Cloud console
Professional, Enterprise, Unlimited, or Developer Edition
To use the guide, you should have a basic familiarity with:
The Service Cloud Console
Salesforce CRM Call Center
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