This article addresses the recent announcement from Salesforce regarding the planned retirement of Open CTI and FAQs as it relates to your Natterbox service.
Salesforce Announcement
Salesforce has officially signaled the end-of-life process for Open CTI. This announcement is a standard practice from Salesforce, designed to inform customers and partners about their long-term roadmap and guide them toward their native technologies like Salesforce Voice (previously known as Service Cloud Voice).
This article clarifies the status of your Natterbox solution, specifically for those using Open CTI / Freedom for Salesforce.
Frequently Asked Questions (FAQs)
Q. Will this impact my organization?
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.
Q: I use Open CTI, does this affect my current Natterbox service?
No. This announcement does not affect your current Natterbox service today or in the immediate future. Your Natterbox solution is a mission-critical application and will continue to operate as expected.
Q: Does Natterbox plan to continue supporting Open CTI?
Yes. Upgrades, development, and dedicated support for your current Natterbox solution are driven by Natterbox, not Salesforce. We are committed to providing continuous development and support for your existing platform for the foreseeable future.
Q: Does Natterbox support Salesforce Voice?
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.
Q: What is the recommended path forward for CTI/voice integration in Salesforce?
Salesforce is strongly recommending Salesforce Voice as the future-proof, native voice platform due to its advanced capabilities:
Native Salesforce Omni-Channel routing.
Real-time voice transcription.
For some customers, adopting these capabilities will make the transition to Salesforce Voice a compelling and easy choice, and we have an easy migration path when the timing is right.
Q: What is Natterbox’s plan for migrating customers to Salesforce Voice?
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.
Q: Do I need to take any action today?
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.
Q: Who should I contact if I have further questions?
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.