PhoneIQ | Blog: Salesforce Category

25 min

Salesforce CTI in 2026: What's New and What's Next

We're entering 2026 with major shifts happening in the Salesforce CTI landscape. Some of these changes have been building for months, while others represent new directions that will reshape how contact centers operate within Salesforce.

Jan 6, 2026

Kory Westerburg

Salesforce

30 min

Preparing Your Salesforce Org for 2026 CTI Upgrades

Salesforce continues to evolve its Computer Telephony Integration (CTI) capabilities, and 2026 brings significant changes that will impact how your contact center operates. If you're still running legacy CTI solutions or older integration methods, now is the time to plan your upgrade path. The good news? With proper preparation, upgrading your Salesforce CTI can be smooth and deliver substantial improvements in functionality, performance, and user experience. The bad news? Waiting until the last minute creates unnecessary risk and stress.

Dec 27, 2025

Kory Westerburg

Salesforce

25 min

Why Your Salesforce Contact Center Needs Real-Time Call Analytics

Your Salesforce contact center handles hundreds or thousands of customer interactions every day. Each call represents an opportunity to strengthen relationships, resolve issues, and drive revenue. But without real-time call analytics, you're missing critical insights that could transform your contact center performance.

Dec 23, 2025

Kory Westerburg

Salesforce

27 min

How to Build Custom CTI Dashboards in Salesforce

As Salesforce admins, we know that call center efficiency lives and dies by visibility. Your team needs real-time insights into call volumes, agent performance, and customer interactions, and they need it presented in a way that's intuitive and actionable. That's where custom Computer Telephony Integration (CTI) dashboards come in.

Dec 16, 2025

Kory Westerburg

Salesforce

32 min

Optimizing Lead Routing in Salesforce Using CTI Data

Efficient lead routing is essential for maximizing sales productivity and enhancing customer experience. In Salesforce environments, integrating Computer Telephony Integration (CTI) data through platforms like PhoneIQ enables organizations to automate lead assignment intelligently, ensuring that every lead reaches the right agent quickly. Salesforce developers are instrumental in building these workflows, leveraging real-time telephony events, agent performance metrics, and business rules to optimize routing.

Dec 11, 2025

Kory Westerburg

Salesforce

20 min

Leveraging Call Recording for Compliance in Salesforce CTIs

Call recording is a critical component of modern contact centers, particularly in regulated industries. It provides organizations with the ability to maintain compliance, monitor agent performance, improve training, and capture actionable customer insights. When integrated with Salesforce using a robust CTI solution like PhoneIQ, call recording becomes not just a compliance tool but a strategic asset for operational efficiency, reporting, and customer experience.

Dec 9, 2025

Kory Westerburg