How does Salesforce enable integration with telephony systems?

Salesforce enables integration with telephony systems primarily through its Computer Telephony Integration (CTI) capabilities. CTI allows customers to connect their telephony systems directly to Salesforce, enhancing the user experience by providing features such as click-to-dial, screen pop-ups that display customer information when a call comes in, and the ability to log calls directly within Salesforce without requiring extra steps. This integration facilitates real-time communication and interaction between the contact center agents and their customers, ultimately leading to more efficient handling of customer queries and improved service delivery.

While SMS capabilities, email automation tools, and manual input of telephony data may support communication in various contexts, they do not provide the direct, dynamic integration that CTI offers with telephony systems. CTI focuses on unifying telephony and computer systems to streamline operations and improve customer interactions in ways that these other options do not.