Salesforce is retiring Open CTI on February 28, 2028.
The challenge is not just replacing an integration model; it’s deciding how your contact center architecture evolves next. We are here to give you the flexibility to migrate at your own pace, without handing over your data or losing your Avaya, Cisco, or Microsoft Teams phone.
Not Sure Which Path to Take?
Salesforce OpenCTI Retirement in
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What Is Changing with Open CTI Retirement?
Open CTI allowed organizations to connect telephony systems with Salesforce for agent-driven workflows. But modern contact centers require more than screen-based integrations. They require real-time coordination between voice, data, AI, and automation. As Salesforce moves toward a more integrated model, organizations are being sold simplicity, but at the cost of flexibility and control. Your organization should be prepared to see:
All-in-one voice, routing, and AI
Packaged AI & transcription pricing
Greater reliance on a single platform
Your Open CTI Migration Strategy Should Be a Choice
Moving off Open CTI is not a one-size-fits-all decision. You should have the choice to control how voice and routing evolve, choose AI and transcription providers, preserve existing infrastructure where it still delivers value, avoid unnecessary platform replacement, and manage costs as capabilities expand
The DaVinci Toolkit introduces a control layer that allows you to make these decisions deliberately.
Compare Your Open CTI Migration Options
Each path reflects a different level of change, risk tolerance, and desired control.
DaVinci Voice Toolkit is not a destination platform. It’s a voice control layer that sits between your telephony and your business applications, giving you the ability to decide where calls go, how they’re processed, and which systems handle them.
DaVinci separates call control from any single platform. It can be deployed in two primary ways. One, alongside existing CCaaS/CTI as a satellite layer, augments and orchestrates traffic without replacing it. Two, directly from the carrier and SBC into Salesforce, bypassing CCaaS entirely. In both cases, DaVinci becomes the layer that manages routing, media handling, and integration into Salesforce or other systems.
Where DaVinci helps
- Establishes control by letting you own your own call, media, and routing logic, not the vendor
- Reduces cost dependency by enabling gradual CCaaS reduction or full exit over time
- Supports flexible architectures, routing across Salesforce, CCaaS, and other systems
- Supports both models:
- As a satellite extending existing CCaaS
- Or as a direct path from carrier/SBC to Salesforce
- Supports both models:
- Allows you to leverage Salesforce AI and Agentforce without being forced into their contact center model
- Future-proofs the business as voice becomes a data layer rather than a platform feature
Migrate from Salesforce Open CTI to Salesforce Voice
This is the most straightforward path. You keep your existing CCaaS and telephony in place while introducing Salesforce Voice for deeper CRM integration and AI. Over time, more users and workloads can shift into Salesforce Voice, but there’s no requirement to replace your current infrastructure immediately. It’s a practical evolution, not a rewrite.
Benefits of Salesforce Voice
- Fastest, lowest-risk transition with CCaaS fully retained
- Minimal disruption to agents and existing workflows
- Immediate access to Salesforce Voice capabilities
- No need to redesign core telephony architecture upfront
Why Layer DaVinci?
- Adds control by enabling a true side-by-side migration rather than a rigid cutover
- Reduces cost risk by avoiding duplicate investments or rushed CCaaS replacement
- Allows you to scale Salesforce Voice at your own pace, based on real usage
- Maintain investment in legacy on-premise CCaaS
- Validate architecture before committing
- Provide unique agent experiences for different business groups
- Own your own transcripts and call data
Agentforce Contact Center
Agentforce Contact Center is designed as a complete replacement for the entire contact center stack, from PSTN through routing, media, and agent experience. This path removes traditional CCaaS entirely and consolidates everything inside Salesforce. It offers tight alignment and simplicity, but requires committing fully to Salesforce as the system of control. This is a simplified route for smaller, new businesses that are establishing a contact center. At face value, it is not intended for global enterprises or well-established teams.
Benefits of Agentforce Contact Center
- Eliminates CCaaS and CTI entirely, simplifying the architecture
- End-to-end Salesforce ownership, from carrier layer through agent desktop
- Deep integration with Salesforce AI, automation, and data
- Single-vendor model with fewer external dependencies
Why Layer DaVinci?
- Restores control by avoiding full dependency on Salesforce for all voice flows
- Manages cost exposure, especially with bundled pricing and add-ons
- Enables selective adoption, where only certain flows or teams move to Agentforce
- Supports environments that cannot fully consolidate due to scale or system diversity
- Allows you to adopt the Agentforce Contact Center experience without abandoning existing phone numbers
Secure Your Open CTI Buyout Before Time Runs Out
DaVinci licenses are included at no cost for the remainder of your existing vendor contract.
Our Approach
Orchestrate Voice, Routing, And AI Across Your Existing and Future Architecture
DaVinci acts as a centralized orchestration layer that connects Salesforce, contact centers, telephony, and AI systems. Instead of forcing a full replacement, the DaVinci Toolkit allows organizations to modernize capabilities incrementally, connect multiple systems without rebuilding integrations, and centralize control over workflows and data, and adapt architecture as business needs evolve.
Why Organizations Choose DaVinci
AMC Technology
Open CTI Migration Advisor
Open CTI, End of Life
Salesforce is retiring Open CTI. Find your path forward.
Answer 8 questions and this advisor will analyze your current infrastructure, AI goals, and agent workflows, then recommend the right solution for your team.