Salesforce users know that Computer Telephony Integration (CTI) has long connected phone systems with CRM data. In 2025, CTI is evolving fast. With AI and automation (including Agentforce), CTI is shifting from “telephony plumbing” to an intelligence layer that guides routing, assists agents, and makes outbound engagement more precise.
Trend 1: Intelligent Call Routing
Yesterday’s routing was rules-based. Today, intelligent call routing combines customer history, intent, and real-time signals like agent skill sets to decide who should handle a call.
The Twilio State of Customer Engagement report notes that businesses adopting AI-driven routing strategies are seeing measurable improvements in resolution speed and customer satisfaction. This shift is turning routing into a competitive advantage rather than just a back-end process.
Trend 2: AI Outbound Calling
Outbound calling has traditionally been a numbers game. But with AI, it’s becoming more precise. AI outbound calling allows Salesforce teams to prioritize the best leads, schedule calls at the right time, and personalize scripts automatically.
According to the McKinsey State of AI 2023 report, sales organizations that embed AI into prospecting and outreach workflows see significant gains in efficiency and conversion rates. For Salesforce users, this means outbound calls can be smarter, not just more frequent.
Trend 3: Agent Assist in Real Time
AI agent assist surfaces the right knowledge article, customer detail, or next-best action during live conversations. This reduces handle time while giving agents more confidence in their interactions.
The Zendesk CX Trends 2025 report shows that 70% of service leaders believe AI copilots and contextual prompts are now essential for efficient customer support. For admins, this means investing in CTI that can integrate seamlessly with AI assistants inside Salesforce.
Tools to Watch in 2025
A common question among Salesforce teams is: What is the best CTI for Salesforce in the age of AI?
The reality is, there isn’t a universal answer. Enterprise-grade providers such as Genesys Cloud CX, Five9, Amazon Connect, and 360 CTI are all strengthening their Salesforce integrations with AI-powered features. Many of these platforms are enabling capabilities like intelligent call routing, AI-driven outbound engagement, and real-time agent assist—helping organizations modernize without rebuilding their entire telephony stack.
Ultimately, the “best” CTI depends on an organization’s priorities—whether that’s enterprise-scale reliability, strict compliance, or seamless CRM alignment. What’s clear is that CTI is shifting from being just a connector to becoming an AI-native platform that drives customer experience strategy.
Tactical Tips for Salesforce Admins & Devs
- Audit your routing logic – Replace static rules that cause transfers with AI-driven flows.
- Tighten your data layer – Clean, real-time data powers better predictions.
- Pilot Agentforce with CTI – Start with low-risk intents like password resets or order status.
- Measure outcomes – Track FCR, AHT, and CSAT before and after rollout.
- Prioritize governance – As highlighted in McKinsey’s AI adoption research, transparency and bias checks are critical when AI touches customer conversations.
Bottom Line
CTI in 2025 isn’t just about connecting phones to Salesforce — it’s about intelligent call routing, AI outbound calling, and agent assist that make each interaction smarter, faster, and more human. By starting small, measuring outcomes, and scaling with governance, Salesforce admins can deliver experiences that set their organizations apart.
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