Salesforce Open CTI End-of-Life Migration for Amazon Connect

Salesforce is retiring Open CTI on February 28, 2028. Organizations using Amazon Connect with Salesforce Open CTI must migrate to a supported integration to avoid disruption to agent productivity and customer service. Call Center Power provides an end-to-end migration service that modernizes your Amazon Connect and Salesforce integration while preserving business-critical capabilities such as screen pops, click-to-dial, call controls, call logging, reporting, and CRM workflows.

This service ensures customers customers using Open CTI overcome EOL challenges: 1/existing Salesforce integrations must be migrated to a supported architecture by February 28, 2028; 2/agents cannot lose screen pops, click-to-dial, or call logging; 3/existing reporting and dashboards must continue functioning; 4/contact center downtime during migration; and 5/customer service operations must continue uninterrupted throughout the transition.

The service follows a proven four-step approach: 1/Assessment – review the existing Open CTI implementation, identify impacted functionality, and produce a migration plan; 2/Architecture Design – design the new Amazon Connect and Salesforce integration, including CTI configuration, routing, Salesforce object mapping, and connectivity; 3/Build & Test – configure the new integration, validate functionality, and execute parallel testing without disrupting production agents; and 4/Go-Live & Hypercare – Perform a controlled cutover with launch-day support followed by 90 days of hypercare to ensure a successful transition.