Enterprise CX & CTI Systems Integration
Dongle SI builds and hosts dongles — CTI, screen-pop, and data connectors — that link any open-API CCaaS or UCaaS platform to the ERP, banking, healthcare, and HR systems your agents depend on, so every call opens with the right record and nothing breaks when a platform ships its next release.
// ring → data dip → screen-pop · wrap-up → write-back { "event": "call.ringing", "lookup": "ani → customer:48213", "to_agent": "open_orders + ar_balance", "from_agent": "disposition + notes → activity", "persisted": false }
Plugs into open-API CCaaS & UCaaS platforms
Connects to your systems of record
The problem
Modern CX platforms ship fast. The systems of record behind them — ERPs, core banking, EHRs — don't. The gap gets filled with brittle scripts, stalled professional-services projects, and agents hunting for context while customers wait. We close that gap with dongles we build, host, and keep current.
We run the middleware. When your CX platform, Oracle, or Microsoft ship an API change, we absorb it — no servers for your IT team to patch, no integration debt piling up after go-live.
Zoom Contact Center and Zoom Phone are our home turf. But dongles don't care about the brand — they plug into any CCaaS or UCaaS platform with open APIs, from RingCentral and Five9 to Genesys Cloud, Dialpad and NICE CXone.
Homegrown portal, niche vertical SaaS, or a legacy system with a REST wrapper — if it exposes REST, GraphQL, SOAP, or webhooks, we can connect it to your contact center.
The dongle rack
Each dongle is a hosted, pre-built integration that snaps your CCaaS or UCaaS platform onto a system of record — covering the lookups and write-backs most contact centers need on day one, with room to extend.
“I am the master of my fate,
I am the captain of my soul.”
Salesforce is retiring Open CTI and steering customers toward Service Cloud Voice (now Salesforce Voice). If your contact center runs on Zoom, Genesys or NICE, you shouldn't have to re-platform your voice stack — or pay twice for it — to keep agents working in Salesforce. Invictus Virtual CTI is our enterprise-grade escape hatch: your CCaaS, your architecture, your call.
Future-proof LWC architecture
Built entirely on modern Salesforce Lightning Web Components (LWC), with no dependency on Open CTI APIs — so it’s immune to the February 2028 Open CTI retirement.
CCaaS platform agnostic
Keep your preferred contact center stack — Zoom Contact Center, Genesys Cloud, NICE CXone — fully integrated, without Service Cloud Voice add-on licensing or per-minute usage fees.
Advanced screen-pops & auto-logging
Instant record matching, dynamic multi-tab routing in the Service Console, and zero-touch activity and disposition logging straight into Salesforce objects.
Traditional CTI vs. Invictus Virtual CTI
Traditional CTI is trapped by the February 2028 Open CTI expiration and expensive Salesforce voice tolls. Invictus Virtual CTI delivers a modern, expanded architectural advantage.
8 / 8 categories where Invictus leads
Legacy
Traditional CTI
Invictus Virtual CTI
Traditional CTI
Legacy Open CTI frames
Deprecated, in maintenance mode, and scheduled to stop working Feb 28, 2028.
Invictus Virtual CTI
100% LWC-native + middleware bridge
No dependency on Open CTI APIs. Future-proof past the 2028 sunset.
Traditional CTI
Service Cloud Voice bundling
The post-sunset path pushes you into Salesforce voice add-on licensing and per-minute usage fees.
Invictus Virtual CTI
Platform agnostic, no Salesforce voice fees
Keep your preferred CCaaS stack — Zoom, Genesys or NICE CXone — and the contracts you already have.
Traditional CTI
Rigid, vendor-locked iframes
A third-party page embedded in Salesforce, styled and scoped by the vendor.
Invictus Virtual CTI
Modern, tailored LWC utility bar
A native Lightning component shaped around your agents' workflow.
Traditional CTI
Basic ANI/DNIS matching
Pops a single record by phone number or dialed number.
Invictus Virtual CTI
Advanced contextual routing
Matches across standard and custom objects, with dynamic multi-tab console layouts.
Traditional CTI
Static metadata tasks
A task with call time and duration; notes typed by hand.
Invictus Virtual CTI
Zero-touch rich logging + custom payload sync
Dispositions, notes, recording links and custom fields written back automatically.
Traditional CTI
Locked behind native tiers
AI summaries and transcripts typically require paid Salesforce Einstein or Service Cloud Voice tiers.
Invictus Virtual CTI
Ingest AI from your CCaaS
Summaries and transcripts flow in from the stack you already pay for, where your platform provides them.
Traditional CTI
Multi-tenant black box
Shared infrastructure you can't inspect, isolate or place.
Invictus Virtual CTI
Dedicated single-tenant or VPC options
Deploy where your security and compliance teams require.
Traditional CTI
Difficult to extend
Voice data stays in its lane; connecting other systems means custom one-offs.
Invictus Virtual CTI
Open middleware hookpoints
Bridge ERPs and custom databases alongside voice events — the same platform as every Dongle SI dongle.
Don't just replace Open CTI. Outgrow it.
We'll map your current softphone, screen-pops and logging to Invictus and show you what you gain.
Standard on every dongle
The CX platform side, built on each platform's open APIs: agent-desktop embeds, event webhooks and in-flow data dips.
Customer, order and billing context for sales, service and AR teams.
⇠ To the agent
⇢ Back to NetSuite
Member and account context for bank and credit union contact centers.
⇠ To the agent
⇢ Back to the core
For the clinical workflows generic API aggregators and horizontal FHIR wrappers stop short of: real write-back, hospital-grade isolation, and more than one EHR.
High-stakes bi-directional write-back
Beyond simple FHIR demographic reads — engineered for deep write-backs including appointment scheduling, medication updates, and unstructured note injection directly into provider charts.
Compliant dedicated / VPC gateway (“The Virtual Dongle”)
Solves hospital compliance roadblocks with dedicated single-tenant or VPC gateway connectors — zero multi-tenant PHI exposure.
Multi-EHR & specialty bridging
Connects Epic hospital workflows cleanly with ambulatory EHRs (athenahealth, NextGen, eClinicalWorks) and specialized clinical software — digital intake, ambient scribes, and surgical scheduling.
Finance & Operations or Business Central context for order desks and service teams.
⇠ To the agent
⇢ Back to Dynamics 365
Employee context for HR shared services and internal help desks.
⇠ To the agent
⇢ Back to Workday
If it has a modern API — REST, GraphQL, SOAP or webhooks — we can build the dongle. Tell us what your agents need to see.
Build a custom dongle
Fixed-scope custom CTI, screen-pop, and data dongles for any system with a modern API — built by our team and hosted on the same zero-retention platform as the rest of the rack.
For CX product AEs & partners
When a prospect asks "does it connect to our core system?", bring us in. We give CCaaS and UCaaS AEs, resellers, and CX partners a dedicated channel for technical validation, pilots, and delivery — so the answer is "yes, here's the plan."
Join discovery and solution calls as your integration SMEs. We answer the hard CTI and data-flow questions live, in front of the buyer.
Pre-built dongles mean pilots stand up in weeks, not quarters — proof in the customer's environment before the contract is signed.
Scoping, build, UAT, go-live, and ongoing hosting. Your customer gets one accountable integration partner after the deal closes.
We don't compete for your platform deal. We're an integration partner, not a CCaaS vendor — our job is to help the platform you're selling win and stick.
About Dongle SI
Dongle SI was founded on a simple observation: CX platforms keep getting better, but the integrations that make them useful to agents are too often an afterthought. We combine senior architects with deep enterprise CRM and telephony backgrounds with a global bench of 300+ developers — so we can move fast without cutting corners.
Founder & Practice Lead
Dan leads Dongle SI's practice and client relationships, drawing on an enterprise CRM and telephony background to translate contact-center goals into integrations that actually ship. He's the first call for scoping, partner engagements, and pilot planning.
dan.eyring@donglesi.com →Chief Solutions Architect
Aaron owns dongle architecture and technical delivery — from stateless routing design to the security model behind every hosted integration. He brings deep experience connecting telephony platforms to enterprise CRM and back-office systems, and directs the global development bench.
Security & architectural standards
Every dongle runs on the same hardened, broker-only architecture — and deploys the way your security team requires, from our hosted platform to a gateway inside your own network.
Requests are brokered in memory between platform and system of record. No customer databases, no caches of record data.
End-to-end encryption in transit with mTLS between services and scoped OAuth2 tokens for every upstream system.
Multi-zone, active-active deployment with health checks and graceful degradation so a slow upstream never blocks a call.
Logs are scrubbed of personal and health data by design. Payloads pass through; they're never written to disk.
Deployment options
Hospital security and compliance teams rarely approve shared infrastructure for PHI. Every deployment model keeps the same zero-retention, stateless routing — you choose where it runs and who it's shared with.
Hosted
Our hosted broker for non-PHI and lower-sensitivity workloads. Stateless, zero-retention, fully managed.
Single-tenant
An isolated Dongle SI instance for one organization — no shared compute, no multi-tenant PHI exposure.
VPC gateway
“The Virtual Dongle” runs in your AWS, Azure or GCP VPC, so PHI never leaves your network boundary.
On-prem
A gateway deployed in your data center for EHRs and systems that can't be exposed to the internet.
Start a scoping conversation
A 30-minute scoping call covers your platform, target systems, data flows, and compliance requirements. You'll leave with a recommended approach — hosted connector, custom build, or both.
Prefer email? dan.eyring@donglesi.com