For a call center with a standard desktop setup, which integration option is most suitable for telephony?

• A. Open CTI adapter
• B. Implement an adapter using the Telephony API
• C. Move to a cloud-based telephony system
• D. Build an adapter using the telephony vendor's toolkit

Answer: (C)

With a standard desktop setup, the most straightforward and scalable path is to move to a cloud-based telephony system. A hosted telephony service provides the phone system functionality over the Internet and typically includes built-in CTI features that integrate directly with your CRM or desktop apps. This means agents can click-to-dial, receive screen pops with customer data, log calls, transfer, hold, and more, all without installing or maintaining on-prem CTI servers or custom adapters. It also supports remote or hybrid work, reduces IT overhead, and offers predictable, subscription-based pricing.

The other options require more custom work or on-site infrastructure. Building or maintaining adapters—whether via an Open CTI approach, a Telephony API, or the vendor’s toolkit—adds development time, ongoing maintenance, and potential compatibility headaches with updates or different desktop environments. Cloud-based telephony minimizes that effort by providing ready-made, scalable integration that fits a standard desktop setup.