The Click-to-Dial feature in Sprinklr CTI allows agents to place outbound calls instantly by simply clicking on any phone number within the CRM interface. This seamless integration eliminates the need for manual dialing, helping agents save time and minimize dialing errors.

When an agent clicks a phone number, the system automatically sends it to the configured telephony integration, which initiates the outbound call. This automation streamlines call handling, reduces agent workload, and improves dialing accuracy. The default dialer is the Universal Dialing option, available automatically when the CTI Connector is configured for supported CRM platforms.

Supported Platforms

The following platforms are supported:

• Salesforce

• Microsoft Dynamics

Key Features

The following are the supported key features:

• Click-to-Dial: Instantly place outbound calls by clicking any phone number within the CRM.

• Phone Number Normalization: Automatically removes spaces, dashes, and symbols, converting phone numbers into the standard E.164 format. This allows agents to enter phone numbers in any format, while the system ensures they are cleaned and standardized before dialing.

• Universal Dialing: The default dialer option that integrates with all supported telephony systems.

• Seamless CRM Integration: Natively supports CRM platforms to ensure smooth workflows.

Key Benefits

It offers the following key benefits:

• Faster Call Initiation: Dial numbers instantly with a single click.

• Reduced Manual Effort: No need to copy and paste or manually enter phone numbers.

• Seamless CRM Integration: Works natively with supported CRM platforms, ensuring a smooth workflow.

• Increased Efficiency: Agents spend less time dialing and more time engaging with customers.

• Minimized Errors: Eliminates misdialing, improving accuracy and agent productivity.

How Click-to-Dial Works

Depending on the CRM platform you're using, refer to the relevant section below for how Click‑to‑Dial works:

Salesforce

Salesforce supports Click-to-Dial using its lightning-click-to-dial component, which integrates smoothly with the Open CTI framework. This component respects existing Click-to-Dial commands within Salesforce’s Open CTI and Voice setups, ensuring full compatibility with established telephony systems.

Microsoft Dynamics

Microsoft Dynamics 365 uses CIF 2.0 for Click-to-Dial, which works with the notifyDialer API. It enables direct dialing via the notifyDialer API and supports advanced telephony integrations.

Agent Experience

For agents, this means they can simply click on any phone number within the CRM interface to place a call instantly, no manual dialing required. They don’t need to worry about formatting phone numbers because the system automatically cleans and standardizes them before dialing.