Open CTI Migration Cost: Salesforce Voice Licensing

Most Open CTI migration plans focus on the technical work. The budget question often shows up later, and it can be a surprise. Open CTI itself did not carry a separate Salesforce license. Salesforce Voice, the path Salesforce recommends, does.

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.

Here is what Salesforce and several telephony vendors have published about cost, and how to build a realistic budget before you commit to a path.

What Salesforce publishes

Salesforce’s Partner Contact Center pricing page lists these US list prices per user per month:

Partner Contact Center: $50. This is the option for connecting telephony from your preferred partner. Salesforce notes that transcription requires a partner license.
Partner Contact Center with Amazon Connect: $75 with 750 minutes, $125 with 2,000 minutes, or $200 with 5,000 minutes per month.
Contact Center: $125. Salesforce’s bundled package, with native voice, unlimited platform voice minutes and digital channels.

The same page says most Salesforce products use annual contracts. These are list prices, and actual quotes vary, so treat them as a starting point.

Vendors confirm the add-on

Telephony vendors are telling their customers the same thing. The 8×8 Open CTI FAQ says its Salesforce Voice integration requires an additional Salesforce license at $50 per user per month, separate from the 8×8 subscription, and available only for Service Cloud and Sales Cloud. Dialpad’s FAQ describes Salesforce Voice as a $50 add-on purchased from Salesforce, in addition to the Dialpad license.

In other words, on the partner model you pay two bills: Salesforce for the Voice license, and your telephony provider for its platform, numbers and minutes.

Salesforce Voice list prices (USD, per user per month). Graphic: xRapid Media.

A simple way to size it

At list price, the Partner Contact Center license works out to $600 per user per year. For a 50-agent team, that is $30,000 a year before discounts, on top of existing Salesforce and telephony spend. Run the same math for your own headcount, and include supervisors and anyone else who needs the phone in Salesforce.

The options that avoid the license, and their trade-offs

Some vendors offer a route that skips Salesforce Voice. 8×8’s Chrome Extension needs no additional Salesforce license, and Dialpad Everywhere logs calls to Salesforce without a full move to Voice. A Salesforce Ben opinion piece from May 2026 calls these decoupled, API-based models and notes they may reduce dependence on Salesforce Voice licensing, but that logging, screen interaction, supervisor workflows and reporting may differ from a native setup.

The same article argues that underestimating cost is a common mistake, since add-ons such as AI, analytics, quality management and workforce tools can push the total higher. Salesforce, for its part, says in its retirement notice that staying on Open CTI means a higher total cost of ownership because you miss the productivity gains of Agentforce and Data Cloud.

Hidden costs to include

Licenses are only part of the bill. Budget for admin and developer time to rebuild screen pops, flows and reports on the VoiceCall object, plus agent training and a pilot period where both systems may run side by side. If your vendor offers paid migration services, ask for that quote at the same time.

What this means for your contact center

Count users, not agents. Licenses apply to every user who needs Voice in Salesforce.
Get both quotes together. Compare Salesforce and telephony pricing side by side, along with migration services.
Check renewal dates. Annual contracts mean timing a Voice purchase with your Salesforce renewal can simplify procurement.
Price the trade-offs. A cheaper decoupled option may cost more in agent time if the workflow is clunkier.

Vonage offers Partner Contact Center Powered by Vonage on AgentExchange, which runs on Salesforce Voice, so the Salesforce licensing above is part of the picture. We can help you size the full cost for your team, including licensing, telephony and migration effort, on our Vonage Contact Center page.

Planning your Open CTI migration?

xRapid Media LLP is a High Tech B2B Marketing company and Vonage channel partner serving US contact centers. Book a free consultation with a Vonage expert with 20 years of experience, and we will help you map a clear, low-risk path to Salesforce Voice with Vonage.

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What Does an Open CTI Migration Cost? Salesforce Voice Licensing Explained