Kyle Finke, Kenway’s Contact Center Solutions Practice Lead, was asked by CX Foundation to share his advice on how to best navigate the impending end of Salesforce Open CTI.

Salesforce has placed Open CTI in maintenance mode ahead of its official retirement on February 28, 2028, when existing implementations will stop working. For contact center leaders, that deadline is closer than it sounds. Many Open CTI integrations are well over a decade old, with years of routing rules, screen pops, and workflows built by people who may no longer be with the company. In the article, Kyle explains why thorough documentation is the critical first step, how to keep a migration from ballooning into a full redesign, and what questions to ask before choosing a path forward.

Read Kyle’s full insights, alongside perspectives from other industry experts, in “Salesforce Open CTI End of Life: What Are My Options?” by Charlie Mitchell at CX Foundation.