Salesforce Open CTI end of life: What are my options?

Salesforce will retire Open CTI on February 28, 2028. For many contact center leaders, the news came as a big surprise.

But the real story is what comes next. In a new CX Foundation article, four industry experts unpack the Open CTI end of life, the paths forward, and how you can turn a forced migration into a strategic advantage.

‍Marc Hutchinson, VP of Solution Architecture at TTEC Digital, is emphatic about the opportunity: "The real opportunity is giving contact centers access to automation and self-service capabilities that simply weren't possible a few years ago."

For Hutchinson, this is an AI enablement play. He also points to the Agentforce Contact Center as one to watch, expecting adoption to accelerate significantly within the next year.

The advice from every expert aligns: don't wait. With 2027 budgeting underway, you have a narrow window to treat this as an AI roadmap to the future of customer experience.