Genesys Cloud CTI Adapter | CTI, Omni-Channel, HVS, Dialer vs 360 SMS App

Salesforce has announced that Open CTI will reach End of Life (EoL) on February 28, 2028. As a result, this Genesys Cloud for Salesforce Open CTI integration will also be retired on that date. There is no immediate impact on current services or operations. Genesys Cloud operates independently of Open CTI and will remain unaffected. Customers should begin planning migration to supported experiences to ensure continuity and access to future innovation. Recommended options include: CX Cloud from Genesys and Salesforce: A future-ready foundation supporting evolving customer needs, including greater scalability and AI-driven innovation. Choose this if agents need to work within Salesforce with natively embedded Genesys capabilities. Native Genesys Cloud user interface: Choose this if agents can work directly in Genesys Cloud and do not require Open CTI within Salesforce. Salesforce CRM data can still be accessed and actioned. Migration timelines vary by organizational needs and readiness. There is no expected downtime, as Open CTI and the other recommended options can run concurrently during transition.

360 SMS turns Salesforce into a full texting platform. Send your first SMS, MMS or WhatsApp within two minutes of install — text messaging gets a 98% read rate and ~90-second response. What you can do Two-way, 1-on-1 texting on any Salesforce object Bulk SMS and mass texting at scale, even from Reports Automate SMS text messaging with Drip Campaigns and scheduled sends Appointment reminders that cut no-shows Trigger SMS and WhatsApp from Flow or Process Builder AI chatbot, SMS/email alerts, templates and phone verification Multichannel messaging SMS, MMS, CTI telephony, ringless voicemail, plus WhatsApp and WhatsApp Business — two-way global WhatsApp messaging and Live Chat from your website, all inside Salesforce. Natively built on Salesforce A 100% Native Salesforce SMS App across Sales, Service, Community, Marketing Cloud and Pardot, with omnichannel routing. Long/Short Code or bring your own number. Compliance: TCPA, GDPR, HIPAA, with opt-in/opt-out consent. Used across education, recruitment, real estate, healthcare, mortgage and nonprofits. Click GET IT NOW for a free trial — set it up yourself or with our free USA-based Salesforce and SMS consultants.