Open CTI Developer Guide

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Get Started with Open CTI
Why Your UI Matters
Open CTI Method Parity
Other Voice Solutions
Customize Functionality
Open CTI Support Policy
Call Center Definition Files
Working with Open CTI
Methods for Lightning Experience
Methods for Salesforce Classic
Other Resources
PDF

Open CTI and Other Voice Solutions

Open CTI integrates third-party CTI systems with Salesforce. But do you wonder what came before? Or what the difference is between Open CTI and Sales Dialer?

No new features or enhancements are being added to Open CTI. To enable your contact center users to take advantage of the latest phone channel innovations, Salesforce recommends that you modernize your experience by moving to Service Cloud Voice. Service Cloud Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Service Cloud Voice is natively integrated with Omni-Channel and Omni Supervisor, providing a seamless experience for contact center reps and supervisors across all digital channels. See the Service Cloud Voice Learning Map.

Tip

What came before Open CTI?
Desktop CTI, also known as the CTI Toolkit, is the predecessor to Open CTI. Desktop CTI required adapters to be installed on each call center user’s machine. With Open CTI, those user-side adapters are a thing of the past.

Desktop CTI is retired and you must migrate to another solution. Work with your partners to create a Service Cloud Voice implementation.

Important

What about Sales Dialer?
If you’re confused between Sales Dialer and Open CTI, don’t be. Sales Dialer provides a way to provision numbers and make calls directly from Salesforce. However, if you already have a telephony system in place, Open CTI is the way to go since it integrates to that existing system.