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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.
Salesforce retires Open CTI on 28 February 2028. What it means, the three ways forward, when to start, and a free read-only scan of your org.
Throughout our engagement, CX Labs have consistently proven to be a reliable and supportive Salesforce partner. Their team is knowledgeable, responsive, and always willing to go the extra mile to help resolve…
Every quote had to satisfy customer contracts and federal rules, and then somebody keyed the order into NetSuite by hand. Revenue Cloud Advanced took over the configuration, pricing and approvals, and orders now create themselves.
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.
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.
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.
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.
The CX Labs and team have been incredibly helpful throughout this Salesforce-related work. Their support, responsiveness, and depth of knowledge have made a significant difference in resolving issues quickly.…
Stephen at CX Labs has been an excellent trainer for our Agentforce programs. His sessions were engaging, knowledgeable, and delivered to perfection.
SureStep's One Microsoft programme needed CRM sitting alongside the rest of the stack. Dynamics 365 Sales became the system of record for accounts and opportunities, with years of pipeline history carried across intact and teams in North America, Europe and APAC finally working the same way.
CX Labs provided exceptional support throughout the transition to a new PSP, ensuring a seamless and well-managed changeover for all customer payment processes. Their strong attention to detail, structured…
See how complete a Salesforce record is at a glance. FieldCheck turns a list of key fields into a visual checklist you can drop onto any standard or custom object.
CX Labs has been an incredible partner for SureStep. They helped us transform both our marketing and compliance operations with smart, scalable solutions.
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.
Working with CX Labs has been an exceptional experience from start to finish. Their team demonstrates a deep understanding of Salesforce best practices, clear communication, and a strong commitment to delivering high...
Print Task Lists makes it easy to take your Salesforce tasks offline. Choose your own filter criteria and instantly generate a printable task list. Whether you’re heading into a meeting, working in the field, or just...
Cases arrived by portal, by email and by phone, and nobody could see the whole picture of a client. Salesforce now pushes cases and opportunities into dedicated Slack channels, so support and sales are looking at the same thing.
SureStep's marketing team needed a developer every time they wanted a lead form. They now build campaigns themselves on Experience Cloud, more than 75 pieces of gated content run through it, and Slack tells sales when a lead lands.
Neil Kelly's finance team was working from an Excel workbook that refreshed overnight over a VPN. Salesforce and Sage Intacct now talk to each other directly, so project managers watch job costs and margin as they move.
Years of NPSP customisation had left Relay Resources with an org few people could use and reporting that would not roll up. Moving to Nonprofit Cloud was a chance to rebuild the processes properly rather than port them across.
Stephen was amazing with our Calendly Implementation. He built the Flows to our specification, tested many scenarios, and made sure everything was working without issue. I would gladly work with Stephen again on our...
Stephen Wright was fantastic to work with! So helpful and knowledgable.
CX Labs was super helpful to getting Slack integrated with Salesforce. We wanted a few integrations to track when new Leads were coming in so our teams knew to engage with prospective customers and the interface to a...
I had the pleasure of working with Stephen and can confidently say that he is an exceptional professional in the field of Salesforce. His depth of knowledge and passion for the platform are evident in all his work. He...
Give your Experience Cloud and internal users the VIP treatment. Easily display Salesforce case milestone progress on case record pages, whether for your internal team or externally on your Experience Cloud support site...
CX Labs helped to transform our business with their well-executed Salesforce implementation. From initial consultations to final deployment, they demonstrated a thorough understanding of our needs and helped to…
Our internal customers went from Hating Salesforce to loving it as a tool thanks to our engagement with CX Labs LLC
Stephen Wright is amazing to work with. He listens and comes with solutions to best meet our needs.
CX Labs was extremely helpful to understanding our requirements and building a solution that could scale with us. We needed a way to dynamically manage inbound leads without involving administrators to public…
CXLabs worked with our stakeholders to understand their business problems and needs. More importantly, Stephen has won even the most resistant users over to the platform.
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.
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