SmartConnect delivers all key Salesforce CTI integration features, including click-to-dial for placing outbound calls directly from Salesforce records, screen pop to instantly display customer info on incoming calls, automatic logging of call activities and notes, real-time sync to keep call data and CRM records updated live, and reporting and analytics to track call performance and agent KPIs.
Salesforce Open CTI Integration for Cisco Contact Center
Cisco CTI integration with Salesforce connects Cisco UCCX, UCCE, and Webex Contact Center to Salesforce Classic or Lightning through the Open CTI framework. SmartConnect, built by Maaz Technologies, is listed on the Salesforce AppExchange and gives agents click-to-dial, screen pop, and automatic call logging directly inside Salesforce without switching between systems. A well-configured integration reduces handling time and gives supervisors real-time visibility into every call.
Looking for Service Cloud Voice instead? If your team uses Salesforce Service Cloud Voice, visit our Service Cloud Voice + Cisco Integration page.
Using Microsoft Dynamics 365 instead of Salesforce? Visit our Dynamics 365 + Cisco Integration page.
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Key
Features of the Salesforce CTI Connector
Platform & Edition Compatibility
SmartConnect supports all of the following Cisco platforms on both Salesforce Classic and Lightning.
| Cisco Platform | Salesforce Classic | Salesforce Lightning | Key Notes |
|---|---|---|---|
| Cisco UCCX | ✔ | ✔ | Core supported platform for click-to-dial, screen pop, auto logging |
| Cisco UCCE | ✔ | ✔ | Same feature set as UCCX via Open CTI |
| Webex Contact Center | ✔ | ✔ | Cloud contact center platform, same integration framework |
| PCCE 11.x and above | ✔ | ✔ | Version requirement: 11.x or later only |
Click-to-Dial Functionality
Click-to-dial functionality allows users to make calls directly from Salesforce with a single click. It saves time, reduces dialing errors, and enhances customer interactions by streamlining communication.
Call Activity Logging
Automatic call logging records call details in Salesforce without manual input. It improves accuracy, saves time, and ensures seamless tracking of customer interactions for better follow-ups.
Screen Pop-Ups
Screen pop-ups show caller details instantly when a call comes in. This helps teams respond quickly, personalize conversations, and improve customer service.
Real-Time Data Sync
Real-time data sync ensures that Salesforce and Cisco stay updated instantly. This keeps customer information accurate, improves teamwork, and streamlines workflows.
Reporting & Analytics
Built-in dashboards turn call data into clear performance metrics and agent KPIs viewable directly in Salesforce, without needing a separate reporting tool.
Silent Monitoring & QM-Friendly
Works alongside Cisco recording, silent monitoring, and workforce management tooling.
Transform Your Customer Experience with Cisco Salesforce Integration
- Agents see caller identity and case history the moment a call connects, via screen pop.
- Calls route based on the rules you set, without manual transfers.
- Call notes, duration, and wrap-up codes log automatically to the Salesforce record.
- Supervisors monitor calls and whisper-coach agents without the customer hearing.
Achieve Operational Excellence Through salesforce cisco cti Integration
- Replace screen switching with instinctual interface
- Make call handling process efficient by identifying callers, displaying their information in automatic screen pops, and route them to the right agents
- Matching callers instantly with existing records and searching them when required dynamically
- OneClick solution for agents to call a phone number by a single click once connected to CRM either from CRM and search console
- Smooth call transfers and conference call is also available with other agents and supervisors.
- AI NLP Omni-channel chat solution includes: Webchat, email, SMS, Facebook, Twitter, mobile and WhatsApp
- Advance Analytics and Reporting
Why Choose Our Salesforce CTI Connector?
We're a Salesforce AppExchange partner with a certified CTI connector for Cisco UCCX, UCCE, and PCCE 11.x and above, part of our broader contact center integration services.
Support After Go-Live
We handle deployment and stay on for configuration changes as your call volume or Cisco setup evolves.
Configured to Your Call Flow
Routing rules, screen-pop data, and wrap-up codes are set up to match your existing Cisco environment, not a fixed template.
Salesforce AppExchange Partner
SmartConnect is listed on Salesforce AppExchange, built on the Open CTI framework rather than a generic third-party plugin.
Talk to a SmartConnect Specialist
Get a custom configuration plan for your Cisco UCCX, UCCE, or Webex Contact Center setup matched to your existing call flow and Salesforce edition. Request Your Integration Assessment.
Request Your Integration Assessment
