Authors: Balvinder Deol
Abstract: In today’s enterprise landscape, seamless and intelligent communication flows are critical for delivering superior customer experiences. This review examines the integration of AI-powered Computer Telephony Integration (CTI) and Salesforce Omni-Channel with hybrid Unix/Linux infrastructures to achieve secure, scalable, and context-aware customer engagement. It highlights how CTI has evolved from basic telephony management to AI-driven workflows incorporating speech recognition, sentiment analysis, and predictive routing. Salesforce Omni-Channel is explored as a unified engagement hub that orchestrates voice and digital interactions across multiple channels, ensuring consistency and efficiency. The role of Unix/Linux systems as reliable, secure backends supporting telephony services and middleware integration is emphasized, particularly in hybrid architectures.The article discusses middleware and API-driven frameworks as enablers for interoperability, while addressing performance optimization strategies such as load balancing, elastic scaling, and AI-driven orchestration. Industry applications in finance, healthcare, retail, and telecommunications are examined, illustrating real-world benefits of these integrations. Comparative analysis with other CRM platforms—Microsoft Dynamics 365, Oracle CX Cloud, and SAP Customer Experience—underscores Salesforce’s strengths in flexibility, AI capabilities, and hybrid adaptability. Future research directions include the adoption of generative AI, autonomous self-healing communication systems, edge computing for real-time optimization, and security-first communication models. By combining Salesforce’s cloud-native intelligence with Unix/Linux reliability, enterprises can deliver customer-centric communication flows that are resilient, secure, and adaptive to evolving business needs.
DOI: https://doi.org/10.5281/zenodo.17368515
