Call Center Hosting CRM Integration & CTI (Computer Telephony Integration) 2

Question 1

Which API framework is most commonly used for integrating modern cloud-based contact center platforms with CRM systems?

Accepted Answer

REST APIs using JSON

Answer

REST APIs using JSON have become the dominant integration method for cloud contact centers because they are lightweight, widely supported, and easy to implement across SaaS platforms.

Question 2

What does 'embedded CTI' mean in a CRM platform?

Accepted Answer

Telephony controls built directly into the CRM user interface

Answer

Embedded CTI integrates telephony controls such as dial pad, call status, and transfer buttons directly within the CRM UI, so agents never need to switch between applications.

Question 3

In CTI systems, what is ANI (Automatic Number Identification) primarily used for?

Accepted Answer

Identifying the caller's phone number to look up their CRM record

Answer

ANI delivers the caller's phone number to the receiving system, enabling the CTI software to automatically query the CRM and retrieve the matching customer record.

Question 4

Which Salesforce product provides native browser-based CTI integration capabilities for contact centers?

Accepted Answer

Salesforce Open CTI

Answer

Salesforce Open CTI is a JavaScript API that enables contact center vendors to build browser-based soft phones embedded directly into Salesforce without requiring desktop plugin installations.

Question 5

What is the primary productivity benefit of automatic call logging in a CRM-CTI integration?

Accepted Answer

It eliminates the need for agents to manually enter call details after each interaction

Answer

Automatic call logging removes the post-call wrap-up burden of manual data entry, reducing after-call work time and allowing agents to handle more interactions per shift.

Call Center Hosting Practice Test

Call Center Hosting Practice Test

Call Center Hosting CRM Integration & CTI (Computer Telephony Integration) 2