Salesforce Open CTI Retirement: Notification Update

This announcement specifically relates to Salesforce's Open CTI technology. It only relates to Natterbox customers currently using Natterbox Freedom CTI (also known as Freedom for Salesforce), and will not impact current Salesforce Voice / Service Cloud Voice (SCV) customers.

This announcement does not affect your current Natterbox service today or in the immediate future. Your Natterbox solution is mission-critical and will continue to operate as expected.

Importantly, Natterbox can still deliver new features and enhancements to Freedom CTI. Your Account Manager will be able to work on an appropriate migration plan with you to either a long-term Natterbox owned option or Salesforce Voice depending on your needs.

Yes. Upgrades, development, and dedicated support for your Natterbox solution are driven by Natterbox, not Salesforce. Salesforce's decision to stop enhancing the Open CTI framework does not prevent us from delivering new features, improvements, and innovations.

We remain committed to continuous development and support for Freedom CTI customers for the foreseeable future. Your product roadmap is controlled by Natterbox, not constrained by Salesforce's retirement decisions.

Yes. Natterbox is a strategic Salesforce telephony partner for Salesforce Voice (previously known SCV) since it was launched back in 2019. We are actively working with customers to enable them to benefit from native Salesforce Voice features while maintaining Natterbox's global telephony capabilities and contact center logic.

We recommend speaking with your Natterbox Account Manager, who will be able to make recommendations on the best long term strategy that’s right for your business based on your needs. For example, Salesforce Voice is recommended for customers aiming to leverage:

• Native Salesforce Omni-Channel routing

• Einstein for Service AI capabilities

• Einstein Co-Pilot

• Agentforce specific AI agents

Natterbox provided alternatives may be a better fit for:

• Multi-CRM needs

• Mobile first users

• Natterbox AI capabilities, including AI Agents and Analytics

As a dedicated Salesforce partner, Natterbox has already successfully guided numerous customers through their transition to Salesforce Voice (previously known as SCV). We are set up to provide a smooth, low-impact migration path when the time is right for your organization.

Because the core of Natterbox is native to Salesforce, the change is minimal where it matters most:

Routing and Administration: Your existing administrative controls, routing policies, and complex call flows, which are all managed within Salesforce, will experience no change. The heavy lifting of re-implementing logic is largely eliminated.

The Change: The primary migration is the swap from the Open CTI user interface to the Salesforce Voice console. This is mainly on the agent UI, not a rebuild of your entire contact center logic.

No, you do not need to take any action today. We will proactively contact your team to discuss the optimal time and plan for your migration. We will treat this as a bespoke project to ensure a smooth, seamless migration that minimizes disruption to your contact center operations.

If you are currently in active discussions with Salesforce regarding Salesforce Voice or wish to accelerate your migration planning, please reach out to your Natterbox Account Manager so we can begin the consultation process.

Please reach out to your dedicated Natterbox Account Manager. We are here to answer your questions and help you plan your long-term contact center strategy.

After February 2028, Salesforce will no longer support Open CTI and therefore we will need to migrate all Salesforce Open CTI customers to either Natterbox alternative solution or Natterbox-powered Salesforce Voice. If you do not migrate at all by February 2028 (at time of writing, this date may be delayed further out) then there is a risk of your CTI service being interrupted.

Natterbox will maintain full support until the solution is fully retired by Salesforce (February 2028 at the earliest)

Critically, we can continue to innovate and deliver new Freedom CTI features independent of Salesforce's decisions. Your product doesn't freeze just because Salesforce stops enhancing the underlying framework.

We're committed to supporting your success throughout the transition period and beyond.

No.

Migration costs may include:

• Salesforce Voice licensing (per-user fees from Salesforce)

• Natterbox professional services for migration

Your Account Manager will provide a detailed cost breakdown specific to your deployment.

Yes. Each agent using the voice channel requires a Salesforce Voice license from Salesforce, separate from your Natterbox subscription.

Key benefits include:

• Real-time AI transcription of every call

• Einstein for Service with AI-powered next-best-action recommendations

• Salesforce Omni-Channel routing across all channels

• Unified supervisor experience across voice and digital channels

Although there is largely feature parity, there may be some features on Open CTI that are available for Salesforce Voice (or work differently). Your Account Manager will reach out to discuss your specific setup and how you will be impacted.

Agentforce is Salesforce's AI agent platform featuring:

• Agentforce Voice: Natural AI-powered voice conversations

• Autonomous agents that handle routine interactions

• Real-time AI assistance for human agents

• Voice-to-insight capabilities that analyze calls and recommend actions

At least one Salesforce Voice licence is required in order to use Agentforce Voice

Yes. Your Salesforce-based routing, flows, and business logic remain unchanged. The core infrastructure stays intact.

Timeline varies based on complexity, but most migrations complete within 4-12 weeks from kick-off to go-live. We treat each as a bespoke project to ensure seamless transition.

Yes. We can migrate teams, departments, or locations incrementally to minimize disruption and allow gradual adoption.

Agents will experience:

• New Salesforce UI instead of Open CTI UI

• Access to real-time transcription and AI recommendations

• Unified omni-channel experience (if using Salesforce Digital Channels)

We design migrations to minimize disruption. With proper training and phased rollout, most organizations see minimal productivity impact.

All historical data remains in Salesforce. New data created will be associated with the Voice Call Object instead of Tasks, meaning part of the migration planning would involve a reporting switchover date, but all historic data and recordings remain as is.

Salesforce Voice maintains the same enterprise-grade security as your current setup.

Your Natterbox Account Manager will be in touch to define a timeline that works for you, with many migrations expected in the 6-12 months prior to Open CTI retirement

Reach out to your Natterbox Account Manager immediately so we can align to ensure a  coordinated approach with Salesforce.

Yes, although your Natterbox Account Manager will contact you to begin planning, if you would prefer to delay your decision until a later date, you can plan this with your Account Manager.

Consider these factors:

• Planned Salesforce org changes or upgrades

• Business transformation initiatives

• Available budget and resources

Your Account Manager can help assess optimal timing.

Ideal to coordinate. Migrating to Salesforce Voice can align with:

• Service Cloud implementations or upgrades

• Omni-Channel rollouts

• Einstein AI adoption

• Digital transformation initiatives

Contact your Account Manager to schedule a discovery session. We'll assess your current setup, discuss requirements, and outline a tailored migration approach.

Yes. We can arrange a demonstration showing exactly how Natterbox works within the Salesforce Voice interface, including AI capabilities and agent experience.