What option should a consultant recommend for the following problem?
A customer has recently implemented an on–premise telephony system that is common in the industry. This customer recently purchased salesforce licenses and is planning to integrate these two systems.
A. Implement an on demand telephony solution provided by a leading vendor B. Use a computer telephony integration (CTI) adapter that supports its telephony system C. Build a custom computer telephony integration (CTI) adapter using the salesforce CTI toolkit D. Create an API integration between salesforce and the telephony system
Computer telephone integration is technology that allows interactions on a telephone and a computer to be coordinated. Contact channels have evolved from voice to assimilate email, web, and fax. The definition of CTI has expanded to include the integration of all customer contact channels with computer systems.
Some examples of computer telephony components include call control, computer-based fax, voice recognition, and web-enabled callback. Its purpose is to achieve more intelligent handling of phone calls. In basic terms, it is a way for interactions on a telephone and a computer to be merged.