Provide your contact center’s manager a 360° view on the operational performance. Data sources commonly used are ACD, IVR, Dialers, CRM, Quality, WFM and others.
Increase efficiencies by deploying service automation. Chatbots are turning to be a key component in the digital transformation of contact centers.
Provide your contact center’s manager a 360° view on the operational performance. Data sources commonly used are ACD, IVR, Dialers, CRM, Quality, WFM and others.
Prepare your Contact Center
for Salesforce Open-CTI Retirement
The contact center experts
Salesforce Open CTI is approaching retirement - the question is how your contact center architecture will adapt.
We will hold a 60-minute architecture briefing on every last Friday of each month. The sessions are designed for small groups to allow interactive discussion. Private sessions per organization, upon request.
Who Should Attend
This session is not intended for general Salesforce users, but for professionals involved in architecture and technology decisions, including:
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Salesforce Architects
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Customer Experience Leaders
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IT leaders responsible for telephony integrations
If your organization relies on Salesforce telephony integration, this briefing will help you understand better the architectural choices ahead.
Led by Industry Practitioners
comways has supported multiple organizations in designing and evolving Salesforce contact center architectures across Europe.
David Azoulay
Founder, comways
David brings over 35 years of experience in telecom and contact center industries, including leadership roles across global organizations.
David has:
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Led customer care and contact center strategy at global telecom and media companies.
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Extensive experience in customer service operations, CRM, and telephony evolution.
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Deep expertise in aligning business strategy with contact center architecture.
Jorge Alamañac
Managing Director, comways
Jorge specializes in contact center and CRM architecture, with over 25 years of experience across telecom, contact center, and IT projects.
Jorge has:
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Led solution design and delivery for complex contact center environments
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Worked on large-scale technology projects at Accenture and TWW
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Deep expertise in CTI integration, Salesforce environments, and telephony platforms
The contact center experts
The Challenge
Open CTI powers many Salesforce contact center integrations. As Salesforce moves to new voice architectures, organizations must assess: what replaces it, how complex migration is, what risks exist, and how Service Cloud Voice changes the model. Early understanding enables proactive planning.
Why This Matters
Open CTI was built for an older softphone-based model. Today, voice remains external while intelligence shifts into Salesforce-impacting data, reporting, AI, workflows, and integration design. This is not just a migration, but a chance to modernize.
What You Will Learn
This workshop covers the Open CTI retirement and key architectural decisions, including:
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Timeline and impact
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Service Cloud Voice architecture
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Migration options
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Design considerations (routing, reporting, AI, visibility)
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Lessons from real implementations