Salesforce Contact Center and Voice
Salesforce
Salesforce Contact Center Architecture & CTI Migration
You’ve moved your contact center to the cloud. Ateko ensures your telephony and Salesforce actually work as one system.
While moving to cloud CCaaS solved your infrastructure, it left a gap between your voice system and customer data. As a Salesforce Summit Partner backed by Bell Canada, Ateko bridges the seam between carrier voice infrastructure and Salesforce, helping you eliminate handle-time waste and prepare for Agentforce.
The Salesforce Open CTI Deadline
Salesforce is retiring Open CTI on February 28, 2028. Is your org ready?
On February 28, 2028, Salesforce will officially end-of-life for Open CTI, the JavaScript framework powering CRM telephony integrations since 2012. After this date, legacy Open CTI integrations, screen pops, and softphone widgets will cease to function entirely.
While 2028 seems far off, enterprise migrations require a 12-month execution runway across architecture evaluation, procurement, custom workflow redesign, testing, and agent change management. Waiting forces your organization to compete for limited partner implementation capacity during peak ecosystem demand.
Why Ateko for Your CTI Migration
Strategic Redesign over
“Lift-and-Shift”
Simply replicating legacy softphone code in a new widget misses the opportunity. Ateko redesigns your Salesforce voice architecture so AI agents and human agents operate on a unified data foundation inside Salesforce Voice.
Secured
Expert Capacity
As the sunset approaches, certified Salesforce Voice implementation teams will be fully booked. Engaging Ateko early secures experienced teams ahead of the deadline.
Turnkey
Single Ownership
Most migrations fail in the gap between telecom carrier and software consultant. Ateko and Bell Canada can assist with your entire solution end-to-end. One contract, one invoice, and zero finger-pointing.
Ateko: The Partner Who Sits on Both Sides of the Seam
Most consultants only know software. Telecom carriers only know trunking. Ateko knows both.
A modern contact center requires two distinct layers: the pipes (carrier voice infrastructure) and the brain (CRM customer data & logic). Ateko is uniquely structured to assist on both sides of that integration.
Salesforce Summit Partner Practice (The Brain):
Ateko holds Salesforce Summit Partner status, the highest tier in the Salesforce ecosystem, with over 300 certifications across Salesforce, Data Cloud, and Agentforce.
Backed by Bell Canada (The Pipes):
Backed by Bell Canada, the nation’s largest contact center service provider with a 150-year telecommunications legacy, we bring deep carrier-grade voice quality, sub-second routing, and PSTN reliability to every project. Explore Bell’s Contact Centre Solutions to learn more about our foundational infrastructure depth
Vendor-Neutral Architectural Depth:
We evaluate your existing CCaaS contracts (Genesys, NICE, AWS) alongside Salesforce Voice licensing to ensure you don’t pay twice for overlapping vendor capabilities
Your Contact Center and CRM run in the cloud, but your agents are still toggling between both worlds.
Learn how to close the gap and bring your Contact Center to the next level, reducing costs and improving your customer experience.
How we Deliver: Ateko’s AI-Augmented Delivery Framework
Migrating off Open CTI without disrupting live call queues requires speed, precision, and complete data integrity. Ateko’s Delivery Framework applies our specialized AI agent tooling across your project lifecycle:
- Automated Project Scaffolding: Translates complex CTI discovery and audit data into structured migration backlogs and sprint roadmaps instantly.
- Intelligent Requirements Synthesis: Converts agent interviews and legacy CTI scripts into clean, standardized Salesforce Voice user stories.
- Source-to-Target Data Mapping: Maps custom legacy CTI fields, call-attached data (CAD), and screen-pop triggers directly to native Salesforce objects.
- Autonomous Governance & Compliance: Continuous data quality monitors ensure PSTN voice streams, transcripts, and customer PII strictly follow access governance and data masking rules.
Choosing the Right Salesforce Voice Deployment Model
1. Salesforce Voice with Bring Your Own Telephony (BYOT – Genesys / NICE)
- When we recommend it: You have established CCaaS deployments (e.g., Genesys Cloud or NICE) and want to keep your telephony infrastructure and carrier contracts while modernizing the Salesforce agent workspace
- The Ateko Advantage: SCV connector maturity varies significantly across CCaaS providers. We configure the BYOT integration, leveraging market-leading connectors like Genesys, so live transcription, customer context, and post-call summaries stream directly into Salesforce.
2. Salesforce Voice with Amazon Connect (Native Bundle)
- When we recommend it: You want an AWS-backed turnkey voice bundle deeply integrated with Salesforce
- The Ateko Advantage: We optimize the financial architecture, managing Amazon consumption pricing, Bring Your Own Account (BYOA) options, Data Cloud usage, and Agentforce licensing so operational costs remain predictable
3. Salesforce Agentforce Contact Center (Emerging Native Option)
- When we recommend it: You are seeking an all-in, fully native CRM contact center running directly on Salesforce Hyperforce
- The Ateko Advantage: Launched in March 2026, Agentforce Contact Center unifies voice and AI agents without separate CCaaS infrastructure. We audit your organizational requirements to determine if this emerging option fits your workforce management (WFM) and carrier footprint, or if a BYOT approach is better suited
Start With an Audit Before Signing Vendor Commitments
Before you commit to a migration path, Ateko conducts a comprehensive Audit to identify dependencies and build a realistic roadmap
Integration Mapping
Map all Open CTI invocations, screen pop scripts, and custom softphone layouts
Coupling & Dependency Assessment
Isolate custom logic tied to legacy CTI frameworks and map downstream reporting pipelines
Contract & License Optimization
Evaluate existing CCaaS contracts (Genesys, NICE, AWS) alongside Salesforce license requirements
Agentforce Readiness Snapshot
Ensure customer data inside Salesforce is clean and authorized for AI agents
FAQ
Q: Can we keep our existing Genesys or NICE deployment when moving to Salesforce Voice?
A: Yes. Under the Bring Your Own Telephony (BYOT) model, you keep your established Genesys or NICE telephony contracts, carrier connections, and routing rules, while upgrading the agent desktop experience inside Salesforce Voice.
Q: Why can’t we wait to start our Open CTI migration?
A: Enterprise migrations take 12 months when accounting for architecture review, procurement, custom workflow redesign, testing, and agent change management. Moving early ensures you secure experienced implementation teams before expert capacity becomes constrained in late 2027.
Q: How does this architecture support Salesforce Agentforce?
A: Agentforce AI agents require direct access to customer records, permissions, and business rules to take action (such as processing refunds or updating cases). Bringing telephony natively into Salesforce ensures AI agents and human agents share the exact same data context and audit trail.
Book your Salesforce Contact Center Architecture Assessment
Book a structured working session with Ateko and Bell Canada specialists. We review your existing CTI setup and voice needs, evaluate migration paths (BYOT vs. native), and help you build a roadmap.
Want to speak to an expert about your Contact Center needs?
Reach us at 1-800-878-4756 ext. 202, or fill out the form.
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