CTI technology allows phones and computers to interact in call centers, increasing efficiency and providing a better customer experience. The integration of CTI with CRM systems facilitates robust information sharing, bringing people together like never before. Advanced features include automated dialing, screen pops, caller authentication, call monitoring, data recording, and intelligent call routing. These technologies empower agents, enhance customer experiences, and increase revenue by reducing hold times and improving resolution rates. Companies can choose to use a contact center as a service or build a custom platform using programmable APIs, with Twilio Flex being a world-class custom contact center platform that provides seamless operation and integrates with systems like Salesforce.