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.
Do you have
a contact center?
Are you using Saleforce?
How will you prepare for the retirement of Salesforce Open CTI?
Salesforce Open CTI is approaching the end of its lifecycle, and the question is how you will adapt to this change.
We offer an executive briefing to
introduce the architectural design changes
A 60-minute architecture session
Held on the last Friday of every month
Designed for small groups
Private sessions available upon request
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
Who is this session for?
For professionals involved in architecture and technology decisions:
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Salesforce Architects
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Customer Experience leaders
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IT managers responsible for telephony integrations
If your organization relies on telephony integration with Salesforce, this session will help you better understand the architectural choices available to you.
This session is not intended for general Salesforce users.
Why is this important?
Because it’s an opportunity for modernization.
Open CTI was built for an older softphone model.
Today, the voice remains external, but the intelligence moves into Salesforce:
data, reporting, AI, workflows, and integration design.
An opportunity to modernize.
What will you learn in the session?
We will review the retirement of Open CTI and the key architectural/business decisions:
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Timelines 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, data transparency)
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Lessons learned from real implementation
The Challenge
What risks exist, and how Service Cloud Voice changes the entire model.
Open CTI currently powers many contact center integrations in Salesforce.
As Salesforce shifts to new voice architectures, organizations need to evaluate:
What will replace it, how complex the migration will be, and how early understanding enables smarter, proactive planning.
Interested in understanding your next step?
Join the upcoming session