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Partner Contact Center Voice, until this year Salesforce Voice with Partner Telephony, replaces Open CTI, and five of its rules are non-negotiable: Lightning only, no mobile app, calls on VoiceCall, Omni-Channel first, separate billing. Each one shapes the migration.
Open CTI writes calls to Task. Its replacement, Voice, writes them to VoiceCall. Nothing breaks on cut-over day; the old reports just stop showing new calls until someone notices the numbers have gone flat.
Voice, the replacement for Open CTI, cannot be set up until Omni-Channel is on, because Omni-Channel becomes the routing engine for calls. Whether you already run it is the biggest single factor in how long the migration takes.
Stay with your vendor, move to Amazon Connect, or take Salesforce's own Contact Center. The list prices, who each path suits, and what a 100-seat team pays in Salesforce licences before the vendor's own charges.
Seventeen months sounds like a long time. It is not, once you add up routing design, a new call centre, rebuilt softphone code and every report on the old call fields. The bands we use to decide when to start.
If your agents take calls through Vonage inside Salesforce, the adapter doing it is probably Open CTI. What the retirement means for Vonage customers, what Vonage Premier for Salesforce Voice changes, and how to sequence it.
Everyone is asking how fast they can implement Agentforce. The organisations that will get real value from it are the ones investing first in the data foundations that let AI work, not the earliest adopters.
Salesforce CPQ still does its job, but it is a managed package sitting on top of the platform. Revenue Cloud is native, API-first and built for Agentforce, and the real question is whether staying put is holding the business back.
Construction firms hold years of client, project and scope data and still make growth decisions on instinct. The answers are already inside the business; the problem is fragmented systems and backward-looking reporting.
Grant management in many non-profits still runs on spreadsheets, shared drives, and long email threads. The visible pain is administrative. The real cost is strategic: lower win rates and weaker renewals.
Spreadsheets are the comfort food of estimating: familiar, fast, and quietly expensive. Over time “good enough” becomes margin erosion you can’t pinpoint and proposals you can’t defend once a project is underway.
Most non-profits talk about retention as if it’s a messaging issue. Better thank-you emails help, but they are not the main driver. Retention rises when stewardship becomes a repeatable operating discipline.
Dreamforce was louder than ever on AI. Underneath the noise, a few things stuck: agents are coming whether you are ready or not, getting your data in order is the preparation that matters, and the tools themselves are changing.
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