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Call center integration with Salesforce Top 7 CTI Tools for Salesforce Call Center Integration in 2025

As customers expect better service, call centers need to handle calls more quickly, with more personalization, and with as little effort as possible. That’s why an advanced Computer Telephony Integration (CTI) is required for successful call center integration with Salesforce. 

Salesforce CRM Call Center operations. When integrating voice systems with Salesforce using CTI, agents can get conversation context, have more advanced call management tools, and use automation.

Yet, with so many CTI choices available in 2025, which should you pick for your business? This blog explores the top 7 CTI tools for Salesforce Call Center Integration, highlighting their key strengths and why 360 CTI leads the pack.

How Do Call Centers Use Salesforce?

Call centers with Salesforce can access all customer information in one place, handle different customer interactions on various channels, automate their daily work, and offer excellent service. Salesforce Call Center Management allows agents to view all information about a caller, log each activity, and set up follow-ups. When linked to CTI, Salesforce is capable of driving real-time engagement and smooth day-to-day operations.

CTI Solution for Call Center Integration with Salesforce 

1. 360 CTI – The AI-Powered Salesforce Native CTI

360 CTI is noted for being a fast, smart, and dependable Salesforce CTI designed just for this purpose. Designed but not limited to Salesforce Call Center Integration, 360 CTI enables streamlined call flows, agent productivity, and personalized customer interactions—all without leaving the CRM.

Why It Leads:

  • AI-Powered Call Insights allow agents to understand the caller’s tone and sentiments. 
  • Having Sticky Agent helps callers reach the same agent every time, which builds trust and keeps conversations consistent.
  • With Call Barging, Monitoring, and Whispering, supervisors can help agents in real time.
  • Call automation and routing send incoming calls to the right agent or department in the event of incoming calls.
  • Proper agent availability management allows calls to be routed quickly according to current status.
  • Seamless automation for Salesforce CRM Call Center workflows.

With deep integration, minimal setup time, and mobile compatibility, 360 CTI is the top choice for organizations looking to modernize their Salesforce Call Center Management.

2. Amazon Connect CTI Adapter for Salesforce

Amazon Connect provides a scalable, cloud-based contact center solution with a Salesforce CTI adapter. It enables real-time call control, instant customer record pop-ups, and intelligent contact routing within Salesforce, enhancing agent efficiency and streamlining call center operations for improved customer engagement and service delivery.

Key Features:

  • Natural language support via Amazon Lex.
  • Embedded contact controls.
  • Dynamic queue routing for large call volumes.

While Amazon Connect is flexible and developer-friendly, it may require more customization to match what 360 CTI provides out of the box.

3. Genesys Cloud CX for Salesforce

Genesys Cloud CX delivers omnichannel customer engagement with a Salesforce CTI connector for voice. It enhances Salesforce CRM Call Center operations by enabling predictive routing, call automation, advanced call routing, and agent availability management, ensuring efficient handling of interactions and improved customer experiences across multiple communication channels.

Highlights:

  • Visual dashboard for queue monitoring.
  • Real-time and historical analytics.
  • Omnichannel capabilities.

Though feature-rich, integration complexity and licensing costs can be hurdles for smaller call centers.

4. RingCentral for Salesforce

RingCentral’s CTI app enables users to make and receive calls in Salesforce, auto-log interactions, access real-time customer records, manage agent availability, automate routine call workflows, and apply basic call routing for smoother operations. It helps streamline call center tasks and ensures agents handle customer interactions more efficiently within the CRM.

Benefits:

  • Easy-to-use interface.
  • Auto-logging and click-to-dial.
  • Call notes and disposition logging.

While it serves small to mid-sized teams well, RingCentral may lack the AI-driven enhancements and advanced routing capabilities of 360 CTI.

5. Five9 CTI for Salesforce

Five9’s CTI solution offers a robust Salesforce integration designed for enterprises, supporting predictive dialing, advanced agent performance monitoring, real-time analytics, and intelligent call routing. It enables large teams to manage high call volumes efficiently, automate workflows, and gain insights into agent productivity for improved customer service and operational performance.

Strengths:

  • Intelligent omnichannel routing.
  • AI and speech analytics for larger teams.
  • CRM record pop-ups for live agents.

Best suited for enterprises, but smaller teams might find it more complex than necessary when it comes to Salesforce Call Center Management.

6. Vonage Contact Center for Salesforce

Vonage provides seamless Salesforce integration for voice and messaging, focusing on delivering high-quality calls and an intuitive user experience. Its CTI solution enables real-time dashboards, efficient call handling, workflow automation, and agent performance tracking within Salesforce. This makes it a solid option for teams prioritizing clarity, usability, and streamlined communication processes.

Features:

  • Real-time dashboards.
  • Agent performance tracking.
  • Workflow integration with Salesforce.

Ideal for teams needing unified communications, but lacks the advanced AI analysis offered by 360 CTI.

7. NICE CXone for Salesforce

NICE CXone offers advanced workforce management and voice analytics fully integrated with Salesforce. It supports blended communication channels, enabling seamless interactions across voice, chat, and email. With comprehensive reporting and AI-powered insights, it helps optimize agent performance, improve customer experience, and drive efficient call center operations within Salesforce environments.

Pros:

  • Smart agent routing.
  • Post-call analytics.
  • AI virtual assistants.

A strong solution for analytics-driven organizations, though more resource-intensive to implement.

Additional Questions Answered:

What is CTI integration in Salesforce?
It refers to connecting phone systems with Salesforce to manage calls, automate tasks, and personalize customer service.

What phone systems integrate with Salesforce?
Salesforce supports integrations with systems like RingCentral, Genesys, Five9, and native apps like 360 CTI.

Can you make phone calls through Salesforce?
Yes, with computer telephony integration tools like 360 CTI, users can dial, receive, and log calls directly within the Salesforce platform.

Final Thoughts

Choosing the right CTI tool is crucial to unlocking the full potential of your Salesforce Call Center Integration strategy. While all the tools listed offer powerful features, 360 CTI leads with its Salesforce-native architecture, AI capabilities, and intelligent workflows tailored to elevate Salesforce Call Center Management. Whether you’re scaling your contact center or refining agent performance, investing in a robust CTI like 360 CTI ensures your Salesforce CRM Call Center delivers service excellence in 2025 and beyond. So, embrace 360 CTI today!

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Siddharth Sehgal

CEO

Siddharth Sehgal is CEO & Salesforce Communication Guru. He helps businesses grow exponentially by putting their Salesforce CRM on steroids with his unique techniques. He is on a mission to help businesses build deeper relationships with their customers.