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What are the advantages and disadvantages of using a custom object over a custom telephone integration (CTI) in Salesforce?

 It doesn’t matter how many new channels of conducting customer interaction keeps coming up; telephony would always be the first choice for both customer service representatives and customers.

This is why many companies have already considered integrating their telephony systems with Salesforce, considering CTI integration. But as all companies are unique, so are their goals and objectives. Thus the most suitable approach is a customized Salesforce CTI integration, which is done using custom objects.

The prime advantage of using custom objects for such integration is that these custom objects would be specific to the company's unique business goals. Thus the CTI integration with Salesforce would be focused on the business, providing features that are aligned with the business goals. This would enable customer service representatives to achieve a boost in productivity and engage effectively with customers using the functionalities and features relevant to the business.

Although using custom objects for custom Salesforce CTI integration is a great approach, the only downside is that the integration could be complex when it comes to using custom objects. But that won’t be a trouble when you hire experienced Salesforce integration partners to achieve it successfully.

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