Compliance & Security

The best CTI for Salesforce depends on your team size, telephony provider, and workflow. For teams that want a solution purpose-built for Salesforce — with deep object support, reliable screen pops, and minimal maintenance overhead — 360 CTI is built specifically for this environment. The right answer is the one that fits your existing infrastructure and actually gets used by your agents day to day

Test in a sandbox before each Salesforce release, keep your managed package updated, and work with a vendor who proactively communicates update compatibility. Most post-update breakages are preventable with a standard pre-release testing process.

Usually because the integration adds friction rather than removing it. Involve agents in configuration decisions early, make the softphone the default path, and address specific pain points quickly after launch. Adoption follows when the tool genuinely makes agents' daily work easier.

Yes. A properly configured Salesforce CTI solution supports click-to-dial for outbound calls and automatic screen pop for inbound. Both directions can log activity automatically, capture call outcomes, and link the right records — the configuration for each direction is typically handled separately.

Native Salesforce compatibility via Open CTI, support for your telephony provider, automatic activity logging, reliable screen pop logic, and a vendor with a clear process for handling Salesforce updates. Ease of administration matters too — a solution your Salesforce admin can manage without escalating every change is worth prioritising.