With Salesforce Open CTI reaching its End-of-Life (EOL) by February 2028, organizations must migrate to a supported browser-based WebRTC telephony architecture. Rather than treating this purely as a technical deadline, it presents a strategic opportunity to modernize contact center operations, lower cost-per-contact, and enable AI-driven experiences.
Organizations can evaluate three distinct transition pathways based on their maturity level:
- Preserve & Modernize (Option 1): Pair Salesforce Voice with existing partner telephony (e.g., Genesys, Cisco, Five9, or Amazon Connect) to maintain business continuity, reuse hardware investments, and minimize change management.
- Simplify & Start Fresh (Option 2): Transition to Salesforce Voice with Native Telephony (or Salesforce-managed Amazon Connect) to consolidate into a single platform, eliminate middleware, and establish a unified agent experience.
- Transform & Automate (Option 3): Move directly to an Agentforce Contact Center. Powered by the Atlas Reasoning Engine, this AI-first approach deploys autonomous AI agents to handle routine voice and digital inquiries 24/7, seamlessly escalating complex issues to human specialists.
Executed through a structured phased methodology; spanning discovery, build, and hypercare; businesses can ensure operational stabilization while building a future-ready customer service foundation.
