Salesforce Open CTI Retirement: Upgrading Contact Centers with Agentforce
Summary
Salesforce is retiring its Open CTI platform by February 28, 2028, urging organizations to move away from legacy telephony frameworks. The transition highlights the importance of upgrading contact centers to more modern solutions like Agentforce. IT leaders and customer service teams should prepare to adopt Agentforce to maintain efficient, AI-enabled contact center operations. This change challenges Salesforce professionals to redesign or upgrade their telephony integration architecture before the deadline.
Takeaways
- Plan migration off Salesforce Open CTI before its February 2028 retirement.
- Upgrade contact center telephony to Agentforce for better integration and features.
- Engage IT and service teams early to manage transition risks effectively.
- Leverage Agentforce capabilities to modernize contact center operations.
- Review current telephony integration architecture to prepare for changes.
Last Updated on May 7, 2026 by Rakesh Gupta The clock is officially ticking for organizations relying on legacy telephony frameworks. Salesforce has placed Open CTI into maintenance mode, establishing a firm retirement date of February 28, 2028. For IT leaders and customer service directors, the Salesforce Open CTI end The post Salesforce Open CTI Retirement: Upgrading Contact Centers with Agentforce appeared first on Automation Champion .