Salesforce CTI is especially useful when calls are tightly connected to CRM data. Features like screen pops, click-to-call, automatic call logging, and centralized interaction history can save agents a lot of time and give them better customer context.

The bigger benefit is reducing the gap between the phone system and Salesforce. I’d also look at the CTI’s integrations, scalability, reporting, and support for modern calling workflows when choosing a tool. This is a useful comparison: Best Salesforce CTI Tools for Integration.