What is Open CTI used for in Salesforce?

Open CTI, or Open Computer Telephony Integration, is a framework in Salesforce that enables the integration of third-party telephony systems with Salesforce CRM. This allows organizations to connect their existing call center technologies with Salesforce, facilitating seamless communication and activity logging right within the platform. By using Open CTI, businesses can improve the efficiency of customer service operations, as it allows call management and associated tasks to be performed directly in the Salesforce interface.

The significance of Open CTI lies in its ability to provide a standardized way to access and interact with telephony systems, whether they are cloud-based or on-premises, thus making it easier for companies to leverage their existing technological investments. This integration also enables features such as screen pops for incoming calls, click-to-call functionality, and automatic call logging.

The other options do not pertain directly to what Open CTI is designed for. Integrating custom reporting tools relates to data analysis and BI tools within Salesforce, managing user roles is focused on access and permissions management, and enhancing database performance pertains to optimizing the overall efficiency and speed of data processing, which are outside the scope of telephony integration.