CRM phone integration (CTI)
A CRM phone integration, sometimes called CTI (computer telephony integration), connects a phone system to a CRM so that calls are logged on customer records automatically and users can call and look up customers from either tool.
Common features
- Call logging — each call is added to the contact's timeline with its date, duration and outcome.
- Caller lookup — the user sees who is calling and can open their CRM record.
- Click-to-call — calls start from a phone number in the CRM or on a web page.
- Recordings and AI notes — the recording, transcript or summary is attached to the record.
- New contacts — unknown callers can be created as contacts automatically.
Without an integration, staff have to log calls by hand, and many calls are never recorded in the CRM at all.
CRM integrations in phone.systems™
phone.systems™ has native integrations with major CRM platforms: HubSpot, Salesforce, Pipedrive, Zoho CRM, Zendesk, monday CRM, ActiveCampaign, Odoo, Freshsales, Copper and Attio, connected under Settings > CRM Integrations. Other systems can receive call data through public webhooks. Call journaling is switched on per phone number and logs its calls to the CRM. In HubSpot this includes timeline logging, automatic contact creation, attached recordings and AI call insights.
In the phone.systems™ app, View in CRM opens the caller's record during a call, and a Chrome extension adds click-to-call to web pages. See integrations.