Open CTI Is Retiring - Is Your Contact Center Ready for Salesforce + Amazon Connect?
Salesforce Open CTI retires February 28, 2028. It’s time to rethink how telephony, CRM, AI, customer data, and agent workflows come together.
About this event
Modernize Your Voice Experience with Salesforce with Amazon Connect
Salesforce Open CTI retires February 28, 2028. It’s time to rethink how telephony, CRM, AI, customer data, and agent workflows come together.
Join us for a practical session on modernizing your contact center, simplifying integrations, boosting agent productivity, and building a scalable voice strategy for what’s next.
What We’ll Cover
Modernize Your Contact Center
Connect Amazon Connect and Salesforce Service Cloud Voice for a unified voice and CRM experience.
Plan Your Open CTI Migration
Understand migration planning, dependencies, architecture, integration, and rollout considerations.
Unify Voice & Customer Data
Connect calls, customer records, cases, and interaction history to create a complete Customer 360.
Improve Agent Productivity
Give agents customer context, AI assistance, routing, and workflows in one connected experience.
Build for AI & Automation
Explore transcription, sentiment analysis, AI assistance, automated summaries, and callbacks.
Gain Operational Visibility
Monitor call volumes, wait times, handle times, dropped calls, agent performance, and service metrics.
Business Outcomes
Simpler Technology
Reduce fragmentation by bringing telephony and CRM together.
Higher Agent Productivity
Reduce navigation and after-call work so agents can focus on customers.
Better Customer Experience
Deliver faster, more personalized service with customer context at every interaction.
Scalable Voice Strategy
Build a flexible foundation for AI, automation, and future contact-center innovation.
Speakers
Keerthivasan
La Confianza Technologies
Senior Salesforce Lead
Navin Jayasingh
La Confianza Technologies
Senior Salesforce Developer
Salman
La Confianza Technologies
Full stack developer