Most of the coverage around the Open CTI retirement has focused on large CCaaS vendors. But plenty of Salesforce teams run lighter cloud phone systems built for sales and support teams, and those tools often reach Salesforce through Open CTI too. CloudTalk is one vendor that has published a clear Salesforce Voice option, and it is aimed at the mid-market.
Key facts at a glance
- CloudTalk says its Service Cloud Voice integration is built on Salesforce’s current Voice framework, not Open CTI.
- The CloudTalk widget runs in the Salesforce Omni-Channel panel, and completed calls log as native Voice Call records.
- CloudTalk says the integration is on its Expert plan. Salesforce bills its own Service Cloud Voice costs separately.
- Salesforce retires Open CTI on February 28, 2028.
Here is what CloudTalk says its integration does, what it costs, and what you should check before moving.
Why this matters now
Salesforce’s retirement notice says Open CTI reaches end of life on February 28, 2028, when legacy connectors stop working. New Agentforce Service orgs already cannot implement Open CTI. Salesforce’s Trailhead module names Partner Contact Center (formerly Service Cloud Voice with Partner Telephony) as the path for teams whose vendor has a managed package on AgentExchange. CloudTalk’s offer fits that path.
What CloudTalk’s integration does
On its Service Cloud Voice integration page, CloudTalk describes itself as the telephony provider behind Service Cloud Voice, plugging in as the calling backend instead of Amazon Connect. After an admin sets up the contact center in Salesforce, the CloudTalk widget appears in the Omni-Channel panel, and agents sign in with their CloudTalk credentials.
CloudTalk lists these capabilities:
- Outbound dialing from the Phone tab or a Salesforce contact record.
- Agent presence and availability shared from Omni-Channel.
- Live caller ID matched against Contacts, Leads and Accounts.
- Real-time call status: ringing, connected, on hold and transferred.
- Completed calls logged as native Voice Call records with duration, status and outcome.
- Blind transfer, Safe Mode, and warm transfer through Add Caller and Merge.
CloudTalk also says the integration is built to Salesforce’s current Service Cloud Voice framework “rather than the Open CTI framework Salesforce is winding down.”
Cost and plan requirements
CloudTalk says its Salesforce integration, including Service Cloud Voice, is available on its Expert plan. It also says Salesforce’s own Service Cloud Voice and telephony costs are billed separately by Salesforce. So your real per-seat number is the CloudTalk plan plus your Salesforce Voice licensing. CloudTalk positions this as cheaper than enterprise backends for mid-market teams, but that is a vendor claim. Run the numbers for your own seat count.
What to check before you switch
A move like this is more than installing a new package. Salesforce’s developer migration guide describes the shift from Task records to VoiceCall records, screen pops that move to Omni-Channel flows, and rep presence managed through Omni-Channel. Before you commit, work through these points:
- Your current integration. Ask CloudTalk which Salesforce package you run today and whether it depends on Open CTI.
- Reports and automation. List everything that reads Task call fields. It will need to point at VoiceCall.
- Channels. The Service Cloud Voice page covers voice. If you rely on SMS or WhatsApp inside Salesforce, confirm how those work after the move.
- Licenses. Confirm which Salesforce Voice licenses and permission sets each agent needs.
- Pilot. Move one queue first and compare logging and transfer behavior with the old setup.
What this means for your contact center
- Mid-market teams are not stuck. Lighter phone systems can reach Salesforce Voice too. You do not have to jump to an enterprise CCaaS.
- Price both halves. Add CloudTalk’s Expert plan and Salesforce Voice licensing together before comparing vendors.
- Expect Salesforce’s UI, not CloudTalk’s. Agents will work in the Omni-Channel panel, so plan short training.
- Reporting moves to VoiceCall. Rebuild dashboards before cutover so managers do not lose visibility.
- Start early. A pilot in 2026 or early 2027 leaves time to fix gaps before the 2028 deadline.
If you are comparing vendors while you plan, Partner Contact Center Powered by Vonage runs on Salesforce Voice, and Vonage Contact Center for Salesforce brings voice, video, WhatsApp, SMS, chat and email into the same Salesforce workspace.
Planning your Open CTI migration?
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