Built a custom CTI application on Salesforce using LWC, Apex, and Java-based middleware, scaling from a 30-user pilot to 2,400 users across Sales, Account Management, and Support teams.
The solution supported outbound calls, inbound calls, SMS, voicemail, conferencing, call logging, and activity tracking, with integrations across Zoom and Microsoft Teams. It gave users a Salesforce-native calling experience and reduced the need to move between multiple tools during day-to-day sales and support workflows.
The rollout increased call volume by 15% and reduced time-to-log by 7%, improving both seller productivity and activity data quality.