PhoneIQ | Blog: Salesforce Category

32 min

Optimizing Lead Routing in Salesforce Using CTI Data

Efficient lead routing is essential for maximizing sales productivity and enhancing customer experience. In Salesforce environments, integrating Computer Telephony Integration (CTI) data through platforms like PhoneIQ enables organizations to automate lead assignment intelligently, ensuring that every lead reaches the right agent quickly. Salesforce developers are instrumental in building these workflows, leveraging real-time telephony events, agent performance metrics, and business rules to optimize routing.

Dec 11, 2025

Kory Westerburg

Salesforce

20 min

Leveraging Call Recording for Compliance in Salesforce CTIs

Call recording is a critical component of modern contact centers, particularly in regulated industries. It provides organizations with the ability to maintain compliance, monitor agent performance, improve training, and capture actionable customer insights. When integrated with Salesforce using a robust CTI solution like PhoneIQ, call recording becomes not just a compliance tool but a strategic asset for operational efficiency, reporting, and customer experience.

Dec 9, 2025

Kory Westerburg

Salesforce

27 min

CTI for Salesforce Developers: Best Practices and APIs

Salesforce CTI integration empowers organizations to unify telephony with CRM workflows. This allows agents to handle calls, update Salesforce records, and deliver a more consistent customer experience without switching between applications. Developers are at the heart of CTI implementation. The decisions made during architecture design, API usage, workflow automation, and testing directly impact adoption, agent efficiency, and business outcomes.

Dec 6, 2025

Kory Westerburg

Salesforce

25 min

Common Salesforce CTI Integration Mistakes and How to Avoid Them

Salesforce CTI integration transforms how contact centers operate by bringing telephony directly into Salesforce. When done correctly, it allows agents to handle calls, track interactions, and update records in real time without leaving the platform. Operations leaders gain visibility into call flows, queues, and agent performance, while Salesforce administrators maintain control over workflows, routing rules, and automation.

Dec 4, 2025

Courtlynd Xu

Salesforce

27 min

Salesforce CTI and Call Routing Integration Explained

Modern service and sales organizations rely heavily on voice communication to support customers, accelerate deals, and maintain operational consistency. As remote and hybrid teams become the default configuration for many companies, unified call routing inside Salesforce has moved from a convenience to a requirement. Businesses expect every inbound interaction to be routed accurately, handled quickly, and recorded inside Salesforce with the correct context.

Dec 2, 2025

Kory Westerburg

Salesforce

17 min

Using PhoneIQ CTI Analytics for Smarter Sales Forecasting

Sales forecasting is only as good as the data behind it. Teams often rely on opportunity stages, pipeline values, and historical performance, but one of the most overlooked data sources is the activity that drives those outcomes. Phone conversations remain a critical part of sales cycles, yet many organizations struggle to connect call activity with accurate forecasting.

Nov 20, 2025

Kory Westerburg