Open CTI Is Retiring. Plan Your Next Move With Confidence
Salesforce has confirmed that Open CTI will be fully retired on 28 February 2028. After that date, existing Open CTI integrations will stop working.
If your contact centre relies on Open CTI, you need to start working on a plan, now.
fluent:cx specialises in migrating organisations from Open CTI to Salesforce Voice, delivering continuity, performance gains and AI-powered innovation.
Successful Salesforce projects
Salesforce experts worldwide
Years of experience with Salesforce
Unifying Voice, AI, and customer 360 for smarter service
As a Salesforce Agentforce Service specialist partner with deep CCaaS expertise, we help organisations transform customer engagement by integrating Salesforce Voice and Agentforce. Through this approach, we deliver seamless, AI-powered voice experiences that improve agent productivity, reduce costs and elevate customer satisfaction.
David Stevens
David Stevens combines 10+ years in contact centres with specialist expertise in Service Cloud Voice and OpenCTI to create powerful, connected voice solutions.
FAQ
Have Questions About Your Open CTI Migration? We’ve Got You Covered
Phone systems and CRM platforms don’t have to operate in silos especially during a migration. An Open CTI migration brings your telephony and CRM closer together, but it’s natural to have questions about timing, impact and outcomes. To help you feel confident at every step, we’ve compiled clear answers to the most frequently asked questions about the migration process.
Replace legacy CTI with a native, AI-powered platform
Salesforce Voice brings telephony fully into Omni-Channel and the Salesforce platform.
Migrating unlocks:
- Unified routing across voice and digital channels
- Automation powered by Salesforce Flow
- Live AI transcription
- Automated call summaries
- Agent assist capabilities
- Deep operational reporting
- This isn’t just continuity. It’s a step change in capability.
Salesforce Voice is a Salesforce solution that integrates telephony directly into the Agentforce Service platform. It unifies phone, digital channels and CRM data, giving agents a single workspace to handle calls alongside chat, email and case information - all powered by AI insights.
No. You have options:
- Full bundle (via Salesforce): Powered by Amazon Connect with a fully native Salesforce experience.
- Partner telephony: Your existing provider may integrate, but integration depth varies significantly.
Choosing the wrong model can limit AI capability, automation and scalability. We help you make the right call.
We don’t just “install Voice.” We design it properly.
fluent:cx is an award-winning Salesforce partner and Salesforce Voice specialist.
We have successfully migrated organisations from Open CTI across multiple industries and telephony platforms.
Our consultants combine:
- Deep contact centre transformation expertise
- Real-world telephony vendor experience
- The latest and most relevant Salesforce certifications
Unlike telephony vendors whose focus is their own platform, we optimise your entire Salesforce ecosystem. That’s the difference.
Why act now?
2028 may feel far away. The earlier you plan, the more strategic your move becomes. Migrations require :
Budget Approvals
Secure funding early so costs are planned rather than rushed.
Architectural Decisions
Define your target architecture now so you can align with long term goals.
Telephony Evaluation
Evaluate carriers, SIP and PSTN options, contact center capabilities while you still have time to test and compare.
Change Management
Start change management now to prepare agents, supervisors and admins to manage expectations.
Phased Deployment
Plan a phased rollout now so you can pilot, learn, iterate and expand with less risk.
Accelerators
Our Open CTI Migration Accelerator
A structured, low-risk path to Salesforce Voice
We’ve developed a proven accelerator to make your transition controlled, strategic and disruption-free.
Readiness Assessment
Readiness Assessment
Understand your current CTI architecture, routing, automation and integrations.
Strategy & Design
Strategy & Design
Define the right Voice model and future-state architecture.
Pilot & Validation
Pilot & Validation
Start with a controlled rollout to validate performance and AI features.
Scaled Migration
Scaled Migration
Transition with confidence across teams and regions.
Speak to a Salesforce Voice specialist and define your migration strategy today.
Service portfolio
Transform Customer Conversations
The best customer experiences come from connected data.
We unify telephony, data and digital channels into one seamless experience. With expert consulting, tailored integration and long-term support, we ensure Salesforce Voice helps you deliver faster, smarter and more connected customer interactions.
We start by reviewing your current call centre setup and service workflows. We identify where telephony and CRM data can be unified. This ensures Salesforce Voice is designed to enhance – not disrupt – your existing service model.
From selecting the right telephony provider to integrating with Agentforce Service, we handle the technical complexities of Salesforce Voice. We configure call flows, real-time transcription and agent workspaces for a streamlined deployment.
We enable you to make the most of AI-powered features like live transcription, sentiment analysis and real-time recommendations. By feeding accurate data into these models, we ensure your agents receive reliable insights during customer interactions.
We train your agents, supervisors and admins to thrive in a voice-augmented environment. By building confidence in using real-time transcription, analytics and AI prompts, your team is equipped to maximise both productivity and customer satisfaction.
Contact Us To Discuss Your Migration
David Stevens
David Stevens combines 10+ years in contact centres with specialist expertise in Service Cloud Voice and OpenCTI to create powerful, connected voice solutions.