Salesforce’s decision to retire Open CTI on February 28, 2028 does not only affect Salesforce admins. Every telephony vendor that built a softphone on the framework has to respond. Here is a roundup of what some of the best-known vendors have published so far, based only on their public notices.
Key facts at a glance
- Open CTI has been in maintenance mode since 2020, with no new features.
- New Agentforce Service orgs cannot implement Open CTI (effective February 16, 2026).
- Open CTI retires with the Spring ’28 release; legacy connectors stop working on February 28, 2028.
- Salesforce recommends moving to Salesforce Voice, through a partner contact center or Agentforce Contact Center.
Genesys Cloud
Genesys published a deprecation notice on March 23, 2026. It says that when Salesforce retires Open CTI, the Genesys Cloud for Salesforce Open CTI integration will retire at the same time. Genesys rates the impact as medium, with planning recommended.
Genesys lists two options. Customers can move to CX Cloud from Genesys and Salesforce if agents need to work inside Salesforce, or move agents to the Genesys Cloud interface directly if they do not need a Salesforce-integrated experience. Genesys says some customers can be up and running in four to six weeks, typical migrations take two to four months, and both setups can run side by side so users can move in phases.
Talkdesk
Talkdesk’s Open CTI retirement FAQ says there is no immediate impact on service. The Talkdesk for Salesforce package currently depends on Open CTI for features such as click-to-call, Omni-Channel status sync, case pop and Sales Engagement integration. Talkdesk says it is updating the architecture to remove those dependencies and will keep supporting the package. It also offers a separate Talkdesk for Salesforce Partner Contact Center package as the native option.
RingCentral
We did not find a RingCentral notice on this topic. A write-up from WorkDial, a competing Salesforce dialer, points out that RingCentral’s own Lightning admin guide has admins add the “Open CTI Softphone” as a utility item. That suggests RingCentral for Salesforce users will need a migration path before 2028. Check directly with RingCentral for its official plan.
Vonage
Vonage already offers Partner Contact Center Powered by Vonage on AgentExchange, which runs on Salesforce Voice and logs calls as VoiceCall records. Customers on the older Vonage Open CTI adapter can move to it while keeping Vonage as their telephony provider.
The pattern across vendors
Three things stand out. First, nobody is offering a way to stay on Open CTI past February 2028. Second, most vendors are steering customers to a Salesforce Voice or partner contact center package. Third, side-by-side running and phased cutover are the norm, which makes an early start much less risky than a late one.
Questions to ask any vendor
Before signing anything, ask each vendor four things in writing: which of our current features rely on Open CTI, what the Salesforce Voice version does differently, what licenses we will need on the Salesforce side, and how long a typical migration takes for a team our size. The answers make side-by-side comparison much easier, and they flag hidden costs before they turn into surprises.
What this means for your contact center
- Read your vendor’s own notice, not just Salesforce’s, because timelines and feature gaps differ.
- Ask your vendor which of your current features depend on Open CTI.
- Use the migration as a chance to compare vendors. Switching is often no harder than migrating, since the Salesforce-side rebuild is needed either way.
If you are comparing options, see how Vonage Contact Center for Salesforce handles voice, digital channels and AI in one place, and ask us for a free, no-obligation consultation.
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