360 CTI – AI-Powered Salesforce Telephony for Sales and Service Teams 

A phone call inside Salesforce should behave like every other Salesforce record: visible, logged, and tied to the right account without extra steps. The 360 CTI product is built directly on the Salesforce platform rather than connected to it through a third-party bridge, so call data, routing rules, and reports live in standard Salesforce objects from the first call. 

Is 360 CTI Right for Your Org?

Check this before you book time with sales. It saves everyone a call. 

You’re a good fit if…	Status
You run Sales Cloud and want calling inside the same records reps already work in	Required edition
You also use Service Cloud or Experience Cloud for support or community workflows	Fully compatible
You’ve outgrown the native Salesforce Dialer (no power dialer, no multi-level IVR)	Core use case
You’re currently paying for an Open CTI bridge between your phone system and Salesforce	Direct replacement
You need a phone system with no Salesforce connection at all (standalone PBX only)	Not the use case

What 360 CTI Replaces?

The Setup You Likely Have Now	What Changes With 360 CTI
The native Salesforce Dialer covers basic click-to-dial but needs separate licensing, admin provisioning, and permission set assignment per user. It has no power dialer and no multi-level IVR. A third-party CTI tool, meanwhile, usually connects through the Open CTI framework, adding an integration layer between your phone system and Salesforce.	It installs as a native managed package, so there’s no Open CTI bridge translating between systems. Call logs, recordings, transcripts, and dispositions write directly into standard Salesforce objects, and reporting runs through the same Salesforce report builder your team already uses for pipeline.

Core Calling Capabilities of 360 CTI

Capabilities	What it Does	Where it Helps
Click-to-Dial	Dial from any lead, contact, account, opportunity, or case record.	Removes manual dialing and number lookup.
Power Dialer	Auto-dial a prepared call list with Break, Call, or Skip controls between calls.	Speeds up outbound campaigns and lead follow-up sequences.
Inbound Screen Pop	Matches caller ID to the right Salesforce record the moment the phone rings.	Gives agents customer context before they say hello.
Automatic Call Logging	Captures call direction, duration, outcome, and recording link without manual entry.	Removes inconsistent notes and missed dispositions.
IVR & Call Routing	Routes inbound calls by department, region, skill, or agent availability.	Cuts transfers and reduces caller wait time.
Transfer & Conferencing	Moves or merges live calls to add the right person without dropping the customer.	Speeds up resolution on cross-department issues.
Auto-Forwarding	Forwards an unanswered call to up to nine backup numbers in sequence.	Reduces missed calls when the primary owner is away.
Voice Broadcast	Sends a prerecorded message as an outbound call to a Salesforce list, with DNC opt-outs excluded automatically	Reaches many contacts at once for announcements or reminders without tying up an agent.

AI-Powered Call Intelligence With 360 CTI

Coaching insights run on top of these capabilities, pulling talk patterns from transcripts so managers can review calls without listening to full recordings. 

Capabilities	What it Does	Where it Helps
Real-Time Transcription	Converts live calls to searchable text as the conversation happens.	Makes every call searchable without manual notes.
Sentiment Analysis	Flags tone shifts during a call as it’s transcribed.	Surfaces at-risk conversations for manager review.
AI Call Summaries	Generates a written summary automatically after each call ends.	Cuts after-call admin time for reps.
AI Voice Agent	Answers, qualifies, and routes basic inbound calls without an agent.	Reduces missed calls during high-volume periods.

Where It Fits By Team