The Clock is Ticking
on Open CTI
Salesforce is retiring Open CTI on February 28, 2028, and new Agentforce Service orgs have been locked out since early 2026. Every CCaaS platform integrated with Salesforce is affected. Here is what to do before the deadline forces your hand.
Start Your MigrationAgentforce Service orgs have already been locked out of Open CTI since early 2026. The migration window is open now.
We help you navigate this before the deadline arrives.
It doesn't matter whether your organization runs Amazon Connect, Genesys Cloud CX, Five9, Zoom Contact Center, or Cisco Webex Contact Center. If your Salesforce integration uses Open CTI, you're on the migration path. The framework is vendor-agnostic, which means the retirement is too.
Most contact center leaders assume their CCaaS vendor will quietly absorb the change. Some vendors are building a path forward. Many haven't communicated a clear one yet. Either way, the organization running the integration is the one whose agents lose screen pops, call logging, and reporting continuity if nothing is done in time.
In practice: agents manually alt-tabbing between the phone system and the case record on every single call, because the two stopped talking to each other.
The work that looks like it can wait until next year is usually the work that decides whether this deadline feels like a planned transition or an emergency.
Every CCaaS platform integrated with Salesforce
Open CTI is vendor-agnostic, which means the retirement is too. If your platform connects to Salesforce via Open CTI, you need a migration plan regardless of which system you run.
What a migration actually involves
An Open CTI migration is not a single switch to flip. It's a coordinated project with five distinct phases, skipping any of them is usually where things go wrong.
Assess
Audit every screen pop, click-to-dial flow, CTI adapter configuration, and reporting dependency on Open CTI. Most teams underestimate how much has been quietly built on this framework over the years.
Design
Architect the replacement as a deliberate decision, not a lift-and-shift. Whether that is Service Cloud Voice or another supported path, call routing and Salesforce object mapping need to be worked through with intention.
Parallel cutover
Run old and new integrations side by side until confident. This is the difference between a quiet transition and a week where agents cannot work cases while calls are live.
Rebuild reporting
Historical dashboards and KPIs must keep functioning under the new architecture. Reporting gaps found after go-live are far more expensive to fix than gaps caught during testing.
Train and support
Agents and supervisors need confidence from day one. Training and a defined hypercare period after go-live matter as much as the technical build itself.
We know both sides of the integration
Organizations that only know one side, whether Salesforce or CCaaS, tend to end up solving for half the problem.
Deep CCaaS platform expertise
We are an AWS Service Delivery Partner for Amazon Connect, and platform partners with Genesys Cloud and Zoom Contact Center. We understand how each one connects to Salesforce at an architectural level, not just on paper.
We know where migrations fail
Our team brings deep migration experience across CCaaS platforms and Salesforce integrations, including the failure points that surface in custom reporting dependencies, edge-case call flows, and the handoff between technical build and agent readiness.
No commitment required to start
Our free migration assessment tells you exactly what your Open CTI setup depends on, what migrating it involves, and how long it will realistically take, before any work begins or any cost is incurred.
February 28, 2028 will arrive either way.
The organizations that come out of this in good shape are the ones treating it as a planned modernization project starting now, not the ones waiting for the deadline to force their hand.
Start Your MigrationFind out exactly where your integration stands
Share details about your current environment and technology priorities. Our team will review and provide guidance on your migration path, platform options, and next steps - no commitment required.