5/19/2026 · 1 min read
salesforce-voiceopen-cticontact-centerai-readinessmigrationservice-cloud
Salesforce is retiring Open CTI by February 28, 2028, urging customers to migrate to Salesforce Voice. This transition is presented as a strategic move to enable AI-ready contact center operations.
This article details the retirement of Salesforce Open CTI, guiding contact centers on their transition to the modern Agentforce platform. It outlines the strategic shift towards enhanced agent experiences and unified communication solutions.
This article highlights Salesforce Lead Software Engineer Ashima Kochar and her team's work on the Conversation Storage Service (CSS), detailing how they successfully scaled it to handle a massive increase in AI-driven conversations while maintaining real-time consistency.
Salesforce has announced the launch of Agentforce Operations, a new offering aimed at enhancing efficiency for customer service teams, as reported by Constellation Research.