The integrations EBC ships and maintains with deployments. Organized by category. Each entry notes the integration depth — what's pre-built, what's interop, and what requires engagement-scoped work.
This is a snapshot of the integration set EBC actively ships and supports as of the date above. Capabilities are categorized by depth: pre-built (productionized, deployed in client environments without custom engineering); interop (standard protocol-level connectivity, configured during deployment); and engagement-scoped (custom work performed against an open API as part of a deployment SOW).
Where a client runs a tool that is not on this page, the open API and the Zapier connector cover most cases. Where they don't, custom integration work is in scope and is sized during the technical assessment.
Pre-built CTI integrations with inbound screen-pop, click-to-dial, and automatic call logging. The agent picks up and the customer record is on screen — no tab-switching, no copy-paste, no missed context.
Native CTI integration with inbound screen-pop matching against caller ID, click-to-dial from any phone field, and automatic call logging against contact and account records. Agent disposition codes synchronize to Salesforce activity records at call wrap.
Capabilities: CTI · screen-pop · click-to-dial · call logging · disposition sync
CTI integration with inbound screen-pop, click-to-call from contact records, and call activity logging. Outbound calls can be associated with deals and tickets directly from the agent interface.
Capabilities: CTI · screen-pop · click-to-call · activity logging · deal association
Channel Integration Framework-based CTI with inbound screen-pop, click-to-dial, and bidirectional activity logging. Compatible with Dynamics 365 Sales and Customer Service modules.
Capabilities: CTI · screen-pop · click-to-dial · activity logging · CIF v2
CTI integration with inbound screen-pop, click-to-call, and call note synchronization to lead, contact, and deal records. Compatible with Zoho's PhoneBridge framework.
Capabilities: CTI · screen-pop · click-to-call · note sync · PhoneBridge
CTI integration with click-to-call from any contact or deal record, automatic call activity logging, and outbound call association with pipeline stages.
Capabilities: CTI · click-to-call · activity logging · pipeline association
CTI integration with inbound screen-pop and click-to-dial. Call records logged against contacts, accounts, and opportunities. Compatible with Sugar Sell and Sugar Serve.
Capabilities: CTI · screen-pop · click-to-dial · call logging
CTI integrations adapted for support workflows — inbound screen-pop against ticket records, automatic ticket creation from inbound calls, and call disposition syncing to ticket status.
CTI integration with inbound screen-pop against existing tickets, automatic ticket creation from new caller IDs, and bidirectional sync of call dispositions to ticket fields. Compatible with Zendesk Support and Zendesk Talk Partner Edition.
Capabilities: CTI · screen-pop · ticket creation · disposition sync
CTI integration with inbound screen-pop, ticket creation from inbound calls, and click-to-call from any ticket record. Call notes append to ticket history automatically.
Capabilities: CTI · screen-pop · ticket creation · click-to-call · note append
Inbound messaging routed into the same agent workflow as voice. Channels, queues, dispositions, and reporting span both surfaces — a customer who texts and then calls hits the same agent context, not two disconnected inboxes.
Inbound WhatsApp messages routed to agent channels and chat groups using the same skill-based routing logic as voice queues. Two-way messaging, media handling, and template message support. Conversations log against the same CDR surface as voice calls for unified reporting.
Capabilities: inbound routing · channels & chat groups · two-way · media · CDR-linked
Inbound SMS routed to agent channels alongside voice and WhatsApp. Two-way messaging on the same agent interface. Number provisioning and number-pooling supported for high-volume use cases.
Capabilities: inbound routing · two-way · number pooling · CDR-linked
Direct Routing integration enabling Teams clients to use EBC platform numbers for inbound and outbound PSTN calling. Presence synchronization with the agent interface.
Capabilities: Direct Routing · PSTN calling · presence sync
Directory, calendar, and presence interop with the productivity suites your team already runs. Plus a connector layer for the long tail — anything your stack needs that isn't on this page.
Azure AD / Entra directory synchronization for user provisioning, calendar interop for click-to-meet, and presence integration with Teams and Outlook. SSO via SAML/OIDC.
Capabilities: directory sync · calendar · presence · SSO
Directory synchronization for user provisioning and Google Calendar interop for meeting scheduling. SSO via SAML.
Capabilities: directory sync · calendar · SSO
Zapier connector exposing call events (inbound, outbound, disposition, recording) as triggers and platform actions (initiate call, send SMS, update agent state) as actions. Bridges to 5,000+ Zapier-supported applications without custom development.
Capabilities: event triggers · platform actions · 5,000+ downstream apps
REST API and webhook surface covering call control, CDR access, agent state, queue management, and provisioning. Used by the integrations above and available for custom integration work scoped within a deployment SOW.
Capabilities: REST · webhooks · CDR access · provisioning · custom builds
The list above is what ships pre-built. The list of things we've built on engagement is much longer — niche CRMs, billing systems, dispatch software, ERP modules, internal tools. If your stack includes something not on this page, it's a question for the technical assessment, not a blocker.