What should a consultant recommend for integrating an on-premise telephony system with Salesforce?

The recommendation to use a computer telephony integration (CTI) adapter that supports the specific telephony system is grounded in efficiency and compatibility. A CTI adapter serves as a bridge that facilitates communication between Salesforce and the telephony system, allowing for seamless integration of features such as call routing, screen pops, and call logging directly within the Salesforce environment. This pre-built solution can significantly reduce the time and resources needed for implementation compared to building a custom integration from scratch.

Furthermore, a CTI adapter is designed to work specifically with certain telephony systems, ensuring that all functionalities are smoothly integrated without the need for additional software development. It enhances user experience by providing real-time data exchange and streamlined workflows, optimizing the call center operations managed through Salesforce.

While other options might also lead to integration, they may introduce complexities or require more maintenance. For instance, on-demand solutions or custom API integrations could entail increased costs and extended timelines for deployment and support, making them less desirable compared to the straightforward, ready-to-implement nature of an appropriate CTI adapter.