5/28/2026 · 1 min read
salesforceopen-ctitelephonyretirementagentforceintegrations
Salesforce has announced the official retirement of Open CTI by February 28, 2028, impacting embedded telephony integrations and requiring immediate strategic planning for affected organizations, especially those using Agentforce Service orgs.
Laboratoires Pierre Fabre has strategically chosen Agentforce Life Sciences for Customer Engagement to unify its commercial processes. This move aims to harmonize operations for over 4,000 users across its prescription drug and dermo-cosmetic divisions on a single, integrated platform.
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.
Salesforce Open CTI is officially entering maintenance mode with a firm retirement date of February 28, 2028, necessitating immediate action for organizations relying on legacy telephony frameworks. IT leaders must upgrade their contact centers, with Agentforce presented as a key solution to modernize customer service operations.