What technology is utilized to facilitate phone call integration in Salesforce?

The technology used for phone call integration in Salesforce is Open CTI. Open CTI stands for Open Computer Telephony Integration, which is a framework that allows third-party telephony systems to integrate directly with Salesforce without requiring additional client software.

This technology enables developers to create custom telephony solutions within Salesforce, providing the ability to handle calls directly from the Salesforce interface. Open CTI supports various functionalities like click-to-dial, screen pops (where caller information appears on the screen automatically), and call controls, enhancing the user experience for support agents and sales representatives.

The other options, while related to telephony or integrate with Salesforce in various ways, do not specifically represent the technology that enables the integration of phone calls the way Open CTI does. Salesforce Connect, for example, is primarily focused on integrating external data sources, while Salesforce Voice is more of a feature set or service within Salesforce designed for voice interactions. The CTI Adapter refers to a specific integration that can work with Open CTI but is not the overarching technology itself.