https://cxlabs.co/platforms/vonage/CX Labs integrates Vonage with Salesforce so the customer record is already open when the call connects, and everything said on it lands back against the account.Hugoen-usWed, 16 Sep 2026 14:00:00 +0000https://cxlabs.co/blog/open-cti-what-salesforce-voice-changes/Wed, 16 Sep 2026 14:00:00 +0000https://cxlabs.co/blog/open-cti-what-salesforce-voice-changes/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.https://cxlabs.co/blog/open-cti-call-reports-stop-working/Wed, 16 Sep 2026 13:00:00 +0000https://cxlabs.co/blog/open-cti-call-reports-stop-working/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.https://cxlabs.co/blog/open-cti-omni-channel-first/Wed, 16 Sep 2026 12:00:00 +0000https://cxlabs.co/blog/open-cti-omni-channel-first/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.https://cxlabs.co/blog/open-cti-three-ways-forward-cost/Wed, 16 Sep 2026 11:00:00 +0000https://cxlabs.co/blog/open-cti-three-ways-forward-cost/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.https://cxlabs.co/blog/open-cti-when-to-start/Wed, 16 Sep 2026 10:00:00 +0000https://cxlabs.co/blog/open-cti-when-to-start/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.https://cxlabs.co/blog/open-cti-vonage-what-changes/Wed, 16 Sep 2026 09:00:00 +0000https://cxlabs.co/blog/open-cti-vonage-what-changes/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.https://cxlabs.co/case-studies/cx-labs-source-for-business-dec-2025/Wed, 22 Apr 2026 07:39:00 +0000https://cxlabs.co/case-studies/cx-labs-source-for-business-dec-2025/The payment provider was being switched off, and thousands of customers pay through it every month. We rebuilt the IVR and Agent Assist flows on Trust Payments and cut over in under 30 days, with PCI compliance intact.https://cxlabs.co/case-studies/pennon-water-services-streamlines-customer-payments-and-telephony/Tue, 07 Jan 2020 00:00:00 +0000https://cxlabs.co/case-studies/pennon-water-services-streamlines-customer-payments-and-telephony/Agents were confirming accounts by hand and could take only one payment per call. With Vonage and PCI Pal wired into Salesforce, the account opens as the phone rings, customers settle several sites at once, and card numbers never reach a person.