Which feature supports the integration of customized softphone capabilities?

The integration of customized softphone capabilities is effectively supported by Open CTI. Open CTI (Computer Telephony Integration) provides a framework that allows developers to create custom telephony applications that can easily integrate with Salesforce. This means organizations can build tailored calling interfaces that meet their specific needs, enhancing user experience and productivity.

Open CTI allows customization by giving access to a set of APIs that facilitate the creation of softphone functionalities directly within the Salesforce user interface. This leads to streamlined communications, where users can make and receive calls, access call controls, and view relevant Salesforce information simultaneously, thereby improving overall efficiency in customer service operations.

Other options, while useful in their context, do not directly contribute to the custom softphone capabilities provided by Open CTI. For instance, Custom Scripts are primarily for automating processes or implementing custom business logic, while Case Management Tools focus on organizing and managing customer cases. Lightning Components can enhance the user interface and user experience but do not specifically address telephony integrations in the same way that Open CTI does.