Integration requirements for CRM, CTI

CTI integration with CRM systems is typically limited to Sales and Support offerings. Since phone systems change less often than other pieces of technology, these integrations have been “set and forget” when properly scoped. I have clients that have not touched the CTI integrations of deployments ever. These integrations are usually pretty simple in size and scope. anywhere from 3-10 fields are identified and passed from system to system. Call durations are typically returned at the end of the call for the all important “Cost per Call” and “Contact Reduction” metrics.

With more systems moving to Salesforce and Microsoft Dynamics Live platforms some vendors are now offering out of the box solutions. Just one more vendor…

My current thinking is that this is a piece that could and should stay in-house, just like the phones.