What Is a Salesforce-Native CTI, and Why Does It Matter?
A Salesforce-native CTI is a calling app installed in Salesforce that runs inside the CRM screens your team already uses. Calls, screen pops, dispositions and call logs happen on Salesforce records, with no separate phone app to switch to and no sync between two systems. 360 CTI is built natively for Salesforce.
How it works in Salesforce
"Native" describes where the work happens. A native CTI is installed from the AppExchange, appears in Salesforce (usually in the utility bar), and writes data straight to standard records. A non-native tool keeps its own app and database and copies some data into Salesforce afterwards.
What native fit gives you:
- One screen: agents call, see the record and update it in the same place.
- Complete data: every call is logged on the right Lead, Contact, Account, Opportunity or Case as it happens.
- Salesforce security: access to recordings and call data follows your Salesforce permissions.
- Simpler admin: users, routing and fields are managed by your Salesforce admin.
When a vendor says "integrates with Salesforce", ask whether agents work inside Salesforce or in a separate app, and where call data is stored.
Example
A team moves from a separate calling app that synced overnight to a native CTI. Managers' call dashboards now update in real time, and reps stop switching windows during calls.
How 360 CTI handles it
360 CTI is built natively for Salesforce and runs inside Lightning, with click to call, dialers, routing, AI features and automatic logging. Read Salesforce Native CTI vs Third-Party Telephony.
Related questions
Follow-up questions
Is a native CTI the same as Service Cloud Voice?
No. Service Cloud Voice is Salesforce's own telephony product. Native CTIs from the AppExchange also run inside Salesforce.
Does a native CTI need a separate login?
Agents work inside Salesforce. Setup varies by provider, so check how users are provisioned.
Why does native matter for reporting?
Calls are logged on Salesforce records as they happen, so reports and dashboards include every call without a sync.
See how 360 CTI handles this in your Salesforce org.