Computer Telephony Integration

Summary:

We have been asked to provide the insigts of implementing Computer Telephony Integration in Helpdesk integrating customer existing helpdesk service. While I go though the Oracle document, I understand that we can integrate seamlessly with three service providers which are OpenMethods PopFlow, OpenMethods Harmony & Five9. Does it mean that for any other service providers, we should take API route? If yes, should service providers call our APIs to feed what is needed? Do vendors generally do that?

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