Traditional CCaaS-CRM integrations based on the Open CTI framework require IT teams to cobble together services, APIs and data to crudely embed even the most basic contact center functionality into Salesforce. This non-native, “over-the-top” integration hinders the agent experience, ties down valuable dev resources and leads to frustrating customer experiences–limiting your Genesys and Salesforce investments. And with the recent
Open CTI end-of-development announcement from Salesforce, the time is now to reevaluate your CX integration strategy.
