Trusted by the Best Worldwide

Salesforce Call Routing with Advanced Features

Automated Call Distribution

Distribute inbound calls using automated inbound call routing based on availability, priority, and workload.

Improves call routing distribution and supports Salesforce omni channel routing for faster handling.

Salesforce IVR Integration

360 CTI uses IVR menus with voice prompts and routing rules to direct callers to the right department.

Strengthens Salesforce IVR integration and improves inbound call routing accuracy.

Call Forwarding & Routing

Routes and forwards calls based on skill, shift, and availability to reduce missed connections.

Supports Salesforce call center routing and improves call routing integration across teams.

Salesforce Sticky Agent

Repeat callers are connected to the same agent to maintain context and reduce repetition.

Improves skill-based routing and strengthens Salesforce omni channel routing consistency.

Want to upgrade
calls with AI?

Call Routing Distribution That Improves Resolution

step-01:

Faster Query Resolutions

Intelligent routing and Salesforce IVR integration connect callers to the right agent faster, reducing wait time.

Step-02:

Higher Agent Efficiency

Balanced workloads reduce idle time and improve handling efficiency across Salesforce omni channel routing environments.

Step-03:

Enhanced Customer Experience

Consistent agent assignment improves continuity and strengthens skill-based routing outcomes.

AI-Led CTI Trusted for Reliability

14+

Years of Trust

Zero

Integration Hassle

100%

Free Support

No-Code

Telephony Solution

Salesforce-Native

Telephony

100%

Data Security

Hear What Our Customers Say

★ ★ ★ ★ ★

Better than 5 other apps, A GREAT CTI.!

I've implemented 5 different CTI solutions for consulting clients— this one is by far my favorite.

Daniel Howell

Systems Administrator

★ ★ ★ ★ ★

A TIME-SAVING Product and Setup

This app is a time saver, keeps everything in line with your follow-up needs, and is not over-complicated

Mike Adams

Founder and President at Smart Stays Inv Smart Stays Inc

★ ★ ★ ★ ★

Awesome tech support

Always quick, & friendly. Ashutosh & Mayank went above & beyond. Thanks

Gerald Maguire

Sr Mortgage Advisor

★ ★ ★ ★ ★

Dependability and provides the best native salesforce solution

I have worked with multiple enterprise calling solutions in the past and 360CTI beats them on dependability and provides the best native salesforce solution I have seen in the industry! This is a well developed calling solution that works well across industries and provides enterprise quality at affordable prices! Cant wait to see what's coming next!

Rachel Reece

System Administrator

★ ★ ★ ★ ★

It is easy to implement and navigate

This app has been great for our team. It is easy to implement and navigate and the 360 team is very responsive in setting up and training. Thank you Gourav, Sahil, Anu, Josh, & Rachel.

Christina Duncan

Transaction Manager

★ ★ ★ ★ ★

Very quick and accurate when answering a call.

Pankaj has been on top of things during the demo, implementation, and testing phases. Any issues we have had were dealt with quickly by top-notch support. Thanks to Kshitij Gajbhiye, Ankita Kanwar, and the others who have helped us along the way.

Chris Bullion

Engineering Director

★ ★ ★ ★ ★

Fully native CTI app for Salesforce.

Finally a fully native CTI app for Salesforce. Do yourself a favor and trial this app. You will not be disappointed. The time based call routing is awesome -- last communicator, record, owner, simultaneous ring -- it is all there. Price is more than reasonable, but more importantly the functionality is there. Given that this is the one reasonably priced, and more importantly fully functional, I highly recommend this app

Josh Rodgers

COO

★ ★ ★ ★ ★

A wonderful CTI created by the team.

An amazing experience to the customer. Great working with them. Highly recommended to customers looking to add CTI to their Salesforce environment.

Sabbas Pereira

Director

★ ★ ★ ★ ★

Great Solution for Calling.

We recently switched from "Ameyo" to "360 CTI" and have found the experience largely positive. The overall support from the team has been good, but the assistance provided by Shivam Sharma and Atul Singh has been excellent. I sincerely value their support and highly recommend them. I hope to receive the same level of support in the future as well.

Arun Narvekar

Developer

★ ★ ★ ★ ★

360 CTI Simplified Client Follow-Ups and Improved Customer Service!

In the real estate business, staying in touch with clients quickly and efficiently is crucial. With 360 CTI, we’ve seen improvements in both our client follow-up and customer service processes. The IVR system automatically routes calls to the correct agent, improving our response times. We’ve also used Call Automation to schedule follow-up calls with potential buyers, making the entire process seamless. The result? More engaged clients and faster deal closures, increasing our sales conversions.

Anchal Pal

Administrator

FAQs

FAQs About Salesforce Calling Solutions

Salesforce call routing automates inbound call distribution using Salesforce IVR integration and rules like availability, priority, and skills. Admins configure routing rules inside 360 CTI without developer help, defining which agents or queues receive calls based on business hours, agent status, customer data, or IVR input. Once active, every inbound call is distributed automatically without a supervisor manually directing traffic.

Intelligent call routing distribution connects callers faster by routing them to available agents without manual intervention. By matching callers to agents based on live availability and skill criteria, the system avoids sending calls to busy or offline agents and eliminates unnecessary queue hold time. Customers with existing Salesforce records can also be routed directly to their assigned agent or last communicating rep using sticky agent logic.

Skill-based routing matches callers with agents who have the required expertise, improving inbound call routing resolution speed and reducing transfers. Admins define skill tags — such as product knowledge, language, or customer tier — and assign them to agents inside Salesforce. This approach also strengthens Salesforce call center routing by ensuring every caller reaches the most qualified available agent without manual supervisor intervention.

Advanced Salesforce call routing improves accuracy by reducing misroutes and ensuring faster connection to the right agent. Basic call routing places callers in a single queue regardless of agent skills or customer history, leading to transfers and repeated issue explanations. Intelligent routing uses Salesforce CRM data — account type, case history, customer tier — to route each call to the most suitable available agent from the start.

Salesforce omni channel routing manages voice and digital interactions together, while standard routing handles only basic call assignment. With omni-channel routing, agent capacity and presence apply across calls, cases, chats, and emails in a single routing engine. This prevents agents from being overloaded across channels and gives supervisors a unified view of workload and performance across every interaction type.

Optimized call routing distribution balances workload so agents receive consistent call flow instead of uneven queues. Without intelligent distribution, some agents take back-to-back calls while others sit idle — reducing team efficiency and increasing average handle time. 360 CTI's automated call distribution accounts for agent availability, current workload, and capacity settings to keep call flow balanced across the team.

360 CTI's Salesforce call routing setup allows phased migration to avoid disruption during transition. Admins configure routing rules inside Salesforce before going live, and the system can run in parallel with existing telephony during testing. Most teams complete migration without any interruption to live call handling, and 360 CTI's support team provides assistance throughout the transition process.

Need more Info ?

Enable Smarter Salesforce Call Routing and Faster Resolution

Have questions about AI-powered 360 CTI and intelligent call routing?

Contact our Experts

Maximize First Call Resolution with Salesforce Omnichannel Routing

Trusted by the Best Worldwide