Service Cloud Voice · Agentforce Voice · Agentforce Contact Center
Agentforce Voice and Contact Center for regulated service teams
Move your phones off Open CTI before it retires, bring calls and transcripts into Salesforce, and put voice agents on the calls your team can't get to. With recording, consent and retention set up the way your compliance team needs.
Short answer
Salesforce is retiring Open CTI on February 28, 2028 and steering customers to Service Cloud Voice, which brings calls, live transcripts and call data into the service console. On top of it, Agentforce Voice puts AI agents on the phone and Agentforce Contact Center brings voice, digital channels and agents together. Vantage Point plans the migration, connects your telephony provider and builds the first voice agent, with recording and retention rules set for regulated firms.
Open CTI end of life: the migration path
Open CTI connected many phone systems to Salesforce through a softphone. After February 28, 2028 those integrations stop being supported, so any team still on them needs a plan, a budget line and a cutover date. The work is rarely just a connector swap: call routing, call logging, reporting and the habits of your agents all move with it.
| Where you are today | Usual path | What we check first |
|---|---|---|
| Open CTI softphone from your telephony vendor | Service Cloud Voice with your existing provider (bring your own telephony) | Whether your vendor supports Service Cloud Voice, and on what timeline |
| Amazon Connect or no contact center platform | Service Cloud Voice with Amazon Connect | Call volumes, queues, IVR flows and number porting |
| Phones outside Salesforce entirely | Service Cloud Voice, or a CRM-integrated phone system such as Aircall | How calls are logged today and what reporting the business needs |
| Contact center that also runs chat, email and messaging | Agentforce Contact Center | Channel mix, routing rules and where agents should take first contact |
Field-level detail lives on our Open CTI to Service Cloud Voice migration guide.
Voice agents that answer, route and resolve
Agentforce Voice puts an AI agent on inbound calls. It answers in natural speech, looks up the caller in Salesforce, handles the routine requests your topics allow, and transfers to a person with the transcript and context attached. We start with the calls that cost you most when nobody picks up: after hours, overflow at peak times and simple status questions.
- Caller identification and authentication steps your compliance team approves
- Routing to the right queue or person, with the reason for the call already in the case
- Resolution of routine requests: status, appointments, document requests, address changes within limits you set
- Handoff rules: what the agent must always pass to a person, and how fast
What missed calls cost you
Put in your own numbers. The estimate uses only what you enter and stays in your browser.
Missed calls a year: 0
Business at risk a year: $0
Missed calls × 52 weeks × conversion rate × value. A rough guide, not a forecast.
Recording, consent and retention for regulated contact centers
A phone call in a regulated firm is a record. We set up Service Cloud Voice and voice agents so the recording, transcript and agent actions land where your rules say they should, and only for as long as they should.
| Requirement | What we set up |
|---|---|
| Call recording consent | Disclosures at the start of the call, with all-party consent handling for callers in states that require it |
| Broker-dealer and adviser recordkeeping | Recordings and transcripts retained and exportable under FINRA 4511 and SEC 17a-4 where they apply, plus supervision queues for review |
| AI voice and outbound calls | Clear disclosure that the caller is speaking with an AI agent, and outbound voice agents only with documented consent under the TCPA |
| Card payments over the phone | Pause and resume recording, or payment taken outside the recorded leg, for PCI DSS scope |
| Privacy and data minimization | Sensitive fields masked in transcripts, retention periods per record type, access limited by role |
| UK and EU firms | Recording and retention set to the FCA and GDPR rules your firm follows |
We map these controls with your compliance team and counsel. This page is not legal advice.
The Open CTI migration assessment
A fixed-scope review that ends with a migration plan you can take to budget. We inventory your current telephony integration and call flows, confirm your vendor's Service Cloud Voice support, size the work for Service Cloud Voice or Agentforce Contact Center, and identify the first voice agent worth building. You get a written plan, a timeline that lands well before February 28, 2028 and a fixed quote for the build.
- Inventory. Telephony vendor, softphone setup, call logging, IVR and routing, reports that depend on call data.
- Path. Bring your own telephony, Amazon Connect or Agentforce Contact Center, with the reasons written down.
- Compliance. Recording, consent and retention requirements agreed with your team.
- First agent. The call type a voice agent should take first, and how you'll measure it.
- Plan. Timeline, cutover approach, training and a fixed quote.
What we can show you
Service Cloud Voice on Amazon Connect. We delivered a Service Cloud Voice implementation on Amazon Connect for a fintech lender's service team, from project plan and knowledge transfer through deployment.
Telephony inside Salesforce. We work on RingCentral and Aircall connections to Salesforce for real estate investment and mortgage teams, including Omni-Channel routing design, agent guides and call logging to custom objects.
Demo environments. We run Service Cloud Voice bring-your-own-telephony environments on Aircall and Amazon Connect, so we can show you the agent experience before you change anything.
Questions we get
When does Salesforce retire Open CTI?
February 28, 2028. Salesforce recommends moving to Service Cloud Voice. Teams with complex routing or many queues should plan the move at least six to nine months ahead.
Can we keep our current phone provider?
Often, yes. Service Cloud Voice supports bring-your-own-telephony through partner providers. We confirm whether your provider is supported and what the cutover looks like before you commit.
What is the difference between Service Cloud Voice, Agentforce Voice and Agentforce Contact Center?
Service Cloud Voice brings phone calls, transcripts and call controls into the Salesforce service console. Agentforce Voice puts an AI agent on the call. Agentforce Contact Center brings voice, digital channels and agents together in one contact center on Salesforce.
Are voice agents allowed in regulated firms?
Yes, with the right controls: disclosure that the caller is talking to an AI agent, consent for recording and outbound calls, retention under your recordkeeping rules and a clear handoff to a person. We set those up with your compliance team before launch.
Do you work with Aircall?
Yes. We implement Aircall with Salesforce, including Aircall's AI voice agents, for teams that want a CRM-integrated phone system without a full contact center platform.
Reviewed October 4, 2026 by Vantage Point's senior Salesforce consultants. Salesforce retirement dates and product availability can change; we confirm them for your org before scoping.