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Webinar |Open CTI Retirement: Your Options for Salesforce Voice and AI in the Contact Center | 25. 11.

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Open CTI Retirement: Your Options for Salesforce Voice and AI

Contact Center Webinar

Open CTI Retirement: Your Options for Salesforce Voice and AI in the Contact Center

Perfect for: Salesforce owners, contact center managers and IT architects

Register now

From the first ring to the AI summary.

Four parts, 50 minutes: your migration options, AI in the contact center, a live demo and Q&A.

Wednesday, 25 November 2026 | 9:00 CET | 40 minutes | Free

Part 1: Open CTI retirement and your migration options

  • ●From a bridge to a full system: Open CTI was a bridge: your vendor’s softphone inside Salesforce, with only a call log left behind. Salesforce Voice makes the call part of Salesforce itself: one agent workspace and one status for all channels, calls stored as records with transcripts and recordings, routing and supervision across every channel, and built-in AI. We’ll show what that means in practice, and what it costs.
  • ●Making sense of the names: Service Cloud Voice, Salesforce Voice, Partner Contact Center, Agentforce Contact Center: what they are and how they fit together.
  • ●Is your vendor ready? A walk through the vendor landscape: who already has a Salesforce Voice integration, who doesn’t, and which questions to ask yours.
  • ●What really changes: Migration is not one-to-one. Routing, screen pops, reporting, agent status and custom code all need rethinking.
  • ●Planning your migration: Business case, timeline and a practical checklist you can start with tomorrow.

Your four options

Partner Contact Center

Keep your current vendor and connect it to Salesforce through Partner Contact Center.

Amazon Connect

Run it in your own AWS account or let Salesforce run it. We’ll cover what runs in AWS and what runs in Salesforce.

Agentforce Contact Center

Go fully native with Salesforce’s own contact-center platform.

Vendor not ready yet?

What to do if your telephony vendor doesn’t have a Salesforce Voice integration yet.

Part 2: AI in the contact center

  • ●Live transcription as the foundation: Real-time transcripts drive agent assistance, knowledge suggestions, compliance and call summaries.
  • ●Voicebots replacing the IVR: “Press 1 for…” gives way to natural conversation. Voicebots can verify callers, understand why they’re calling, resolve simple requests and hand over to a human with full context. We’ll cover where they work well and where a classic IVR still makes sense.
  • ●Agentforce Voice: Salesforce’s AI agent on the phone: what it needs, how it works and what it costs.
  • ●The Dutch-language reality check: What works in Dutch today, what doesn’t yet, and how to test it before you commit.
  • ●After the call: Automatic summaries, quality monitoring across every call, and how to measure the value.

Who should attend

  • ●Salesforce product owners and CRM managers
  • ●Contact center and customer service managers
  • ●IT and solution architects responsible for telephony
  • ●Anyone running a phone integration inside Salesforce today

Agenda

20 min

Open CTI retirement and your options

Open CTI vs. Salesforce Voice: from a bridge to a full contact-center system. Your migration paths, and what to do if your vendor isn’t ready. What changes, what it costs and how to plan.

10 min

AI in the contact center

Live transcription and real-time agent assistance. Voicebots replacing the classic IVR.

10 min

Live demo

One customer call in Salesforce Voice, from the first ring to the AI summary.

10 min

Live Q&A

Don't miss out, register now!

What you'll take away

  • ●A clear picture of what the Open CTI retirement means for your org
  • ●An overview of your migration paths and when each one fits
  • ●The right questions to ask your telephony vendor
  • ●A realistic view of what AI can do in your contact center today, including in Dutch

Register now – last places available

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