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CRM and CTI integrations

Public pages name the CRMs and the CTI API. Admin feature lists that did not open stay blank.

CTI is a named API, not a vibe

The APIs and SDKs page lists a Computer Telephony Integration (CTI) Web Services API next to Configuration, Reporting, Statistics, Web2Campaign, the CRM SDK, and Web Connectors. CT

The prebuilt CRM names are a list

The APIs page says it has pre-built integrations with Salesforce, ServiceNow, Microsoft Dynamics 365, Oracle Service Cloud, Oracle NetSuite, and Zendesk. A later line says robust p

Plus and a prebuilt adapter share a technology story

The desktop page says that whether you deploy Agent Desktop Plus or a pre-built CRM integration, you get the same underlying technology. It also describes the Agent Desktop Toolkit

Workforce tools can show up inside the CRM

The desktop page says WFO connectors reach schedules, adherence, time-off requests, shift bidding, and evaluation review from inside the CRM. The WFM page says you can embed WFM in

Zoom Phone and Teams are on the same API page

The APIs page also lists pre-built integrations with Zoom Phone and Microsoft Teams. It says those connections are so agents can reach someone to resolve a question or consult an e

Salesforce and ServiceNow are names until the admin page opens

Salesforce and ServiceNow are on the API list, the desktop line, and the quality list. ServiceNow is also on the WFM CRM card with Oracle. That is what this chapter can say about t

A CRM note you can defend

A defendable note names the surface, the list, and the gap. Surface: Plus, prebuilt, toolkit, or bookmark. List: the API CRM names, the UC names, or the WFO actions. Gap: anything

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