Short answer
As Salesforce moves away from older Open CTI telephony approaches, contact centres need to move to Service Cloud Voice (with Amazon Connect or partner telephony) or a supported partner integration, keeping call logging, routing and screen pops working.
Why firms make this move
Open CTI connected many phone systems to Salesforce. Salesforce now steers customers to Service Cloud Voice, which brings calls, transcripts and AI into the agent console, and to partner telephony options (bring your own telephony). Firms should check Salesforce's current timelines and plan the move with their telephony vendor.
What moves
- Softphone and call logging
- Routing and queues (Omni-Channel)
- Screen pops and caller identification
- Recordings and transcripts
How the data maps
| From | To |
|---|---|
| Open CTI softphone | Service Cloud Voice or partner telephony in the console |
| Vendor routing | Omni-Channel unified routing |
| Manual call notes | Transcripts and AI summaries |
What to watch out for
- Telephony vendor support for Service Cloud Voice
- Licence costs
- Recording consent and retention
- Agent retraining
How Vantage Point runs the migration
- Review current telephony and vendor options
- Choose Amazon Connect or partner telephony
- Configure Service Cloud Voice and routing
- Pilot with one team
- Roll out and decommission Open CTI
Typical timeline
Typically 4 to 10 weeks.
Frequently asked questions
Do we have to switch phone vendors?
Not necessarily. Many telephony vendors support Service Cloud Voice through partner telephony.
What do agents gain?
Calls, transcripts and AI summaries inside the console, with unified routing.