Open CTI & Salesforce Voice
4 Open CTI migration paths and how to choose the right one
RocketCX ·
Salesforce documents four routes from Open CTI: retain a supported telephony provider, connect your own Amazon Connect environment, use Salesforce-provisioned Amazon Connect, or adopt Salesforce-native telephony.
Choose by checking what you can retain, who will operate the replacement and whether it supports your required call journeys. The right route depends on your starting point.
Salesforce has scheduled Open CTI retirement for 28 February 2028. Its retirement notice says Open CTI implementations will no longer function after that date.
The four routes at a glance
| Route | Telephony backend | Start here if… |
|---|---|---|
| Partner Contact Center Voice | A supported partner provider | You want to retain your provider |
| Partner Contact Center with Amazon Connect, bring your own | Amazon Connect in your AWS environment | You already operate Amazon Connect |
| Partner Contact Center with Amazon Connect | Amazon Connect provisioned through Salesforce | You want Connect without provisioning the environment yourself |
| Agentforce Contact Center Voice | Salesforce-native telephony | You want Salesforce to supply the voice channel |
These are architecture choices, not four stages of an upgrade. Older documentation may use Salesforce Voice or Service Cloud Voice names. Use Salesforce’s product-name reference to identify the exact variant.
1. Retain a supported telephony provider
Partner Contact Center Voice integrates Salesforce with a supported partner telephony platform through the provider’s managed package.
Consider this route when: your existing platform meets your requirements and the provider offers a supported replacement integration.
Ask the supplier to identify the exact package, supported version, prerequisites and migration process. An existing Open CTI package does not demonstrate support for the replacement.
Compare screen pops, customer matching, call logging, transfers and agent presence against your current behaviour. Retaining the provider may reduce the scope of change, but it does not prove that custom Salesforce logic will carry over.
Decision evidence: supplier confirmation and a tested comparison of your critical call journeys.
2. Connect your own Amazon Connect environment
Partner Contact Center with Amazon Connect, bring your own, connects Salesforce with an Amazon Connect environment you operate.
Consider this route when: you already use Amazon Connect and want to retain control of the AWS environment.
Salesforce documents manual configuration of the Connect instance, contact flows and associated AWS services for this model.
Review your existing flows, authentication, recording access and integrations before assuming they can remain unchanged. Assign owners for Salesforce configuration, AWS changes and ongoing support.
Decision evidence: a compatibility assessment of the existing environment and named owners for both platforms.
3. Use Salesforce-provisioned Amazon Connect
Partner Contact Center with Amazon Connect uses an environment provisioned through Salesforce. Salesforce handles much of the initial setup, including creating the Connect instance.
Consider this route when: you want Amazon Connect but do not want to provision the environment yourself.
Provisioning does not define your operating processes. You still need an agreed design for queues, IVR, opening hours, transfers and the agent workspace.
If you are replacing another provider, assess number porting, recording access, contract overlap and rebuilding call journeys as separate workstreams.
Decision evidence: a target design, commercial proposal and clear division of configuration and support responsibilities.
4. Adopt Salesforce-native telephony
Agentforce Contact Center Voice is Salesforce’s built-in telephony offering. It was previously called Salesforce Voice, Native Telephony.
Consider this route when: you want Salesforce to supply the voice channel and the offering meets your regional and operational requirements.
Validate your complete service operation, including specialist routing, integrations, recording controls and reporting.
Check regional eligibility carefully. As checked on 9 November 2026, Salesforce’s customer FAQ states US and Canada availability, while its partner guide mentions UK voice points of presence. These statements do not establish UK purchasing eligibility. Obtain written confirmation for your legal entity, countries and required numbers.
Decision evidence: confirmed eligibility and a demonstrated fit against your requirements.
How to make the final choice
The following is our recommended evaluation process:
- Eliminate unsupported options. Confirm provider compatibility, regional eligibility, supported Salesforce edition and required licences before comparing features.
- Test the same scenarios. Use representative inbound calls, outbound calls, transfers, unavailable agents and failed customer matches across shortlisted options.
- Compare complete costs. Request Salesforce licences, telephony charges, usage, implementation, support and optional AI as separate lines. Salesforce’s UK pricing page is a starting point, not a complete migration quote.
- Record the trade-offs. State what stays, what changes, who operates each component and which gaps remain unresolved.
- Approve a route before committing to cutover. Define acceptance criteria, dependencies and a contingency approach.
For example, keeping a provider makes sense only if its supported integration meets your requirements. Keeping Amazon Connect makes sense only if the existing environment and your operating capacity fit the proposed model.
For the wider planning process, read our Open CTI migration guide.
Need help assessing the alternatives? Explore RocketCX’s Open CTI to Salesforce Voice migration service.
Official references
- Salesforce Trailhead: Choose your migration path
- Salesforce Help: Compare telephony models
- Salesforce Help: Supported editions for Voice
Sources checked: 9 November 2026