What integration solution should be recommended for Universal Containers to connect their Service Cloud with an existing telephony system?

Implementing an adapter built on Open CTI is the most suitable solution for connecting Service Cloud with an existing telephony system. Open CTI (Computer Telephony Integration) provides a flexible and advanced framework that allows developers to integrate third-party telephony systems seamlessly with Salesforce. This solution is designed specifically for connecting external telephony systems with Salesforce, enabling features like screen pops, click-to-dial, and call logging directly within the Service Cloud interface.

Open CTI offers a web-based API that supports modern development practices, allowing for easy customization and a secure way to manage telephony interactions without requiring the use of client-side software installations. This means that users can benefit from a fully integrated experience regardless of their environment, which enhances productivity and user satisfaction.

In contrast, other options may not provide the same level of flexibility, integration capabilities, or alignment with Salesforce's best practices for telephony solutions. For instance, moving to a cloud-based telephony system would involve significant changes and potential risks, as it might not necessarily integrate well with existing systems if they are on-premises or if they have specific requirements. Similarly, while implementing an adapter using the Telephony API could work, it might not leverage the full potential of Open CTI's features and functionalities tailored