What Should You Look For in a Salesforce CTI?
The best CTI for Salesforce runs calling inside Salesforce itself, logs every call to the right record automatically, and gives your team the dialing, routing and AI features it needs without extra apps. When you compare options, check native fit, call logging, dialers, routing, monitoring, AI, country coverage, setup effort and price per user.
How it works in Salesforce
Use this checklist when you compare Salesforce CTI providers:
- Native fit: calls, screen pops and logs happen in Salesforce, not in a separate app.
- Automatic call logging: every call saved to the right Lead, Contact, Opportunity or Case.
- Dialing: click to dial, plus a power or predictive dialer if you run outbound.
- Routing: IVR, skill-based and sticky agent routing that use Salesforce data.
- Monitoring: listen, whisper and barge, with recordings controlled by Salesforce permissions.
- AI: transcription, summaries and sentiment saved to the record.
- Coverage: numbers and calling rates in the countries you call.
- Setup and support: how long rollout takes, and who helps your admin.
- Price: the real cost per user once the features you need are included.
With Open CTI retiring on 28 February 2028, also ask each provider how their product works after that date.
Example
A sales team shortlists three CTIs. Two need a separate calling app and manual logging. The third logs every call to Salesforce automatically and includes a power dialer, so the team picks it.
How 360 CTI handles it
360 CTI is an AI-powered CTI and dialer built natively for Salesforce, starting at $15 per user per month, rated 4.88 on the AppExchange. See how it compares in 10 Best CTI for Salesforce in 2026.
Related questions
Follow-up questions
What is the most important feature in a Salesforce CTI?
Automatic call logging. Without it, calls don't reach your Salesforce reports, and every other feature loses value.
Should a CTI run inside Salesforce or as a separate app?
Inside Salesforce. Agents keep one screen, and data lands on the right record without syncing.
How much does a Salesforce CTI cost?
Pricing is usually per user per month and depends on features. 360 CTI starts at $15 per user per month.
See how 360 CTI handles this in your Salesforce org.