CIC Integration with Salesforce Desktop

In CIC 4.0, the Salesforce.com integration has evolved. There are now two choices for implementation: Salesforce Desktop and Salesforce Web.

Salesforce Desktop

CIC Integration with Salesforce Desktop uses the Salesforce CTI Toolkit, is installed on the user workstation, and is now on its own release cycle. The CIC Integration with Salesforce Desktop release replaces CIC Integration with Salesforce.com, which was released with CIC 4.0 SU2.

Salesforce Desktop key features:

•  CTI softphone handling multimedia interactions inside of the Salesforce.com interface

•  Complete presence management

•  Comprehensive screen pop support

•  Interaction data synchronization to Salesforce.com activity

•  Interaction Dialer integration

Salesforce Web (CIC Web Integration to Salesforce.com)

CIC Integration with Salesforce Web uses the Salesforce Open CTI (all web solution). This integration was released with CIC 4.0 SU3, and continues to be released with CIC 4.0 service updates.