Why is Salesforce retiring Open CTI?

Strategic shift toward unified AI-powered agent experience. Open CTI deprecated 2026, retired Feb 28, 2028. SCV replaces it with native transcription, Einstein AI, Agentforce, and omnichannel routing.

What are the different SCV deployment models?

Three: (1) Amazon Connect (turnkey), (2) Partner Telephony (Genesys, NICE, Vonage, Five9), (3) BYOT with existing carrier.

How much does Service Cloud Voice cost?

Varies by model. Amazon Connect includes per-minute AWS charges. Partner/BYOT use your existing telephony costs. SCV license typically included with Service Cloud Enterprise or available as add-on.

How long does an SCV implementation take?

6-12 weeks typical. Simple deployments: 4-6 weeks. Complex CTI migrations: 3-4 months.

Can SCV integrate with my existing phone system?

Yes via BYOT or Partner Telephony. Amazon Connect offers deepest native integration but isn't required.

What's the difference between SCV and Open CTI?

Open CTI = bolt-on JS API. SCV = native platform with transcription, AI, omnichannel routing, and Agentforce. Open CTI retires Feb 2028.

Does SCV support real-time transcription?

Yes, powered by Amazon Transcribe/Contact Lens. Live in agent console, auto-saved to case records, searchable and reportable.

How does SCV work with Agentforce?

Autonomous call handling, intent-based routing, real-time coaching, automated post-call processing and summaries.

What happens when Open CTI retires?

All Open CTI integrations stop working Feb 28, 2028. Custom softphones won't load. Must migrate to SCV before deadline. Start planning 6-12 months ahead.

Service Cloud Voice: Native Telephony for Salesforce

Replace legacy CTI with Salesforce's built-in voice platform. Real-time transcription, AI-powered agent assist, and omnichannel routing—all natively embedded in the Service Cloud console.

Service Cloud Voice (SCV) is Salesforce's native telephony solution that brings voice conversations directly into the agent workspace alongside chat, email, and messaging. With Open CTI retiring in February 2028, SCV is the clear path forward for every Salesforce organization that relies on phone-based service. Vantage Point helps you plan, implement, and optimize your SCV deployment—whether you choose Amazon Connect, partner telephony, or bring-your-own carrier.

What is Salesforce Service Cloud Voice?

Service Cloud Voice (SCV) is Salesforce's native cloud telephony platform that embeds voice calls directly into the Service Cloud agent console. Unlike legacy Open CTI integrations that bolt external phone systems onto Salesforce, SCV is built into the platform—delivering real-time call transcription, AI-powered recommendations, and unified omnichannel routing out of the box. SCV launched in 2020 and is now the strategic replacement for Salesforce's Open CTI framework, which reaches end-of-life on February 28, 2028. Salesforce offers three SCV deployment models: SCV with Amazon Connect (turnkey), SCV with Partner Telephony (Genesys, NICE, Vonage, etc.), and SCV with your existing carrier via Bring Your Own Telephony (BYOT).

Open CTI End-of-Life

Salesforce deprecated Open CTI in early 2026 and will retire it entirely on February 28, 2028. Organizations still running Open CTI integrations face a hard deadline to migrate—and custom CTI adapters built over years of development won't simply "port" to the new platform.

No Native AI or Transcription

Legacy CTI integrations can't access Salesforce's AI capabilities. There's no real-time transcription, no Einstein-powered Next Best Action recommendations during calls, and no automated call summaries. Agents toggle between phone systems and Salesforce, losing context with every click.

Fragmented Omnichannel Experience

When phone lives outside Salesforce, supervisors can't see voice alongside chat, email, and messaging in a single queue. Routing rules are duplicated across systems, reporting is fragmented, and agents juggle multiple interfaces to serve one customer.

Compliance and Audit Gaps

Financial services, healthcare, and regulated industries need call recordings linked directly to CRM records, automated retention policies, and audit trails that connect voice interactions to cases and accounts. Bolted-on CTI makes this painful.