Frogwell Launches Impact Assessment and Migration Support for Salesforce 'Open CTI' Deprecation (Scheduled for February 28, 2028)

Frogwell Co., Ltd. (Headquarters: Minato-ku, Tokyo; Representative Director: Naoya Kotani; hereinafter 'Frogwell'), a company specializing in Salesforce implementation and AI consulting, has launched impact assessment services and migration support to Salesforce Voice (formerly Service Cloud Voice) for enterprises affected by the scheduled deprecation of Salesforce 'Open CTI' on February 28, 2028. Frogwell provides comprehensive support for companies currently relying on Open CTI for telephony integration, covering current business process audits, migration strategy planning, integration design with contact center solutions, and business optimization with AI utilization.

Background: Planned Deprecation of Salesforce Open CTI

Salesforce's 'Open CTI' has been widely used as a mechanism to integrate Salesforce with external phone systems, enabling features such as screen pops, click-to-dial, and call logging.

According to Salesforce's official FAQ, Open CTI is scheduled to be deprecated on February 28, 2028, after which implementations using Open CTI will cease to function. Salesforce also recommends that organizations currently using Open CTI begin planning their migration to Salesforce Voice.

Migrating to Salesforce Voice is not merely a replacement for Open CTI. It enables telephone interactions to be treated as a standard channel within Salesforce, offering significant benefits such as integration with omnichannel routing and AI-powered customer service, enabling more advanced customer support than previously possible.

Functions Potentially Affected

If your organization uses Open CTI, the following functions may be impacted:

- Screen pops: Displaying customer information or cases on the Salesforce interface upon receiving a call

- Click-to-dial: Initiating outbound calls from phone numbers listed in Salesforce

- Call logging: Recording call outcomes as activities, cases, or custom objects

- Softphone: Conducting phone operations directly within the Salesforce console

- External CTI integration: Telephony integration via CTI vendor products or custom development

This does not mean that all telephony integration will become unusable, but existing implementations dependent on Open CTI will require reevaluation.

Recommended Migration Target: 'Salesforce Voice'

The migration path recommended by Salesforce is Salesforce Voice (formerly Service Cloud Voice). Salesforce Voice integrates phone calls, digital channels, and customer data within the Service Cloud console, enabling agents to handle customer interactions without switching between multiple systems.

Migrating to Salesforce Voice offers the following business improvements:

【Standard Integration with Omnichannel】

Enables unified routing of phone calls, chats, and emails, allowing optimal assignment based on agent availability.

【Centralized Call Data Management】

Makes it easier to associate call histories and recordings with cases and customer records, enabling use in reports and dashboards.

【Integration with AI Features】

Facilitates AI-powered customer service, including call transcription and summarization, knowledge article suggestions, and agent assistance via Agentforce.

【Improved Agent Usability】

Allows agents to complete phone operations and case handling entirely within the Salesforce console, reducing the burden of switching between systems.

【Compatibility with Future Salesforce Features】

Offers high compatibility with upcoming AI and Service Cloud innovations, making it easier to benefit from continuous feature enhancements.

Key Considerations for Migration Planning

When planning migration, it is important to evaluate the following aspects, rather than treating it simply as a CTI replacement:

- Scope of current CTI usage: Screen pops, click-to-dial, call logging, recording integration, etc.

- Departments and business processes involved: Call centers, sales, support, reservation handling, etc.

- Integration targets: Cases, contacts, leads, opportunities, custom objects, etc.

- Migration target products: Salesforce Voice, Amazon Connect, various contact center solutions

- Operational impact: Agent interfaces, administrator configurations, reports, permissions, training

Early Audit and Migration Planning Are Crucial

Although the deprecation date of February 28, 2028, still allows time, call center and telephony operations significantly impact daily business, and migration requires multiple steps including requirements gathering, product selection, design, build, testing, and cutover.

Additionally, Open CTI is already in maintenance mode, and new organizations can no longer enable it. Operational considerations must account for long-term maintainability and scalability.

This transition presents an opportunity to reevaluate existing telephony operations and consider broader business improvements, including AI integration and omnichannel operations, going beyond mere system migration.

In particular, organizations with custom developments using Open CTI or integrations with existing vendor products are advised to confirm the following at an early stage:

- Open CTI usage status: Check call center settings, softphone, and CTI adapter configurations in Salesforce

- Vendor support roadmap: Confirm whether your current CTI product supports Salesforce Voice

- Business impact: Identify mission-critical telephony functions in current operations

- Migration approach: Decide whether to prioritize replicating existing functionality or redesigning processes with business improvements in mind

Furthermore, by treating this transition as an opportunity to reevaluate current telephony operations and considering improvements such as AI utilization and omnichannel operations, organizations can achieve benefits beyond simple system migration.

Frogwell's Support Offerings

Frogwell has extensive experience in integrating Salesforce with telephony and contact center solutions, including the following products and services:

【CTI Products Compatible with Salesforce Voice】

- Amazon Connect

- CX Cloud

- CT-e1

- CXone

Frogwell can provide tailored proposals based on your current operations, including impact assessments for Open CTI deprecation, migration planning to Salesforce Voice, integration design with contact center products, and agent console design on Service Cloud.

Additionally, we support the enhancement of contact centers with AI and Agentforce, as well as operational improvements leveraging omnichannel capabilities, customized to your business needs.

Enterprises currently using Salesforce telephony integration and concerned about the impact of Open CTI deprecation are encouraged to contact Frogwell.

Contact: https://frogwell.co.jp/contact/

Company Overview

Company Name: Frogwell Co., Ltd.