Urgent EOL Notice: Feb 28, 2028
Salesforce Open CTI is End of Life
Legacy iframe-based telephony integrations will stop working. Transition your open-source Amazon Connect CTI Adaptor to native Service Cloud Voice and unlock AI-powered Agentforce routing.
Is it a Simple Change or a Migration?
Moving from standard Open CTI to native Service Cloud Voice (SCV) involves an architectural shift. It changes how calls are routed, where transcripts live, and how custom data behaves.
Capability
Legacy Open CTI
Service Cloud Voice
Routing
Siloed (Telephony Only)
Salesforce Omni-Channel
Call Object
Standard Task (Activity)
Native VoiceCall Object
AI Transcription
External/Third-Party
Real-Time Native Feed
Agent Interface
Browser Iframe
Native Utility Bar
Our Modernization Framework
1
Audit & Roadmap
Assess your custom screen pops and call events mapping.
2
Omni-Channel Sync
Re-engineer agent queues for unified voice/chat routing.
3
AI Enablement
Connect transcriptions to Agentforce for real-time recommendations.