Genesys Cloud CTI Adapter
CTI, Omni-Channel, HVS, Dialer
By GenesysTelephony
- Rating
- 3.7
- Reviews
- 10
- Pricing
- Paid
- From $15 per user per month
- Listed since
- 2016
About Genesys Cloud CTI Adapter
This integration reaches end of life on 2/28/28. Contact your Genesys AE.
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.
Highlights
- Simplified deployment and maintenance: A pre-packaged, cloud-based integration that is easily deployed by everyday admins or non-developers with powerful features that work instantly so you can get your agents up and running in minutes.
- Boost agent productivity and customer satisfaction: Provide updates on the status of cases first through a self-service chatbot or voicebot. Or, if human support is needed, route interactions to an agent with full customer, case and historical context.
- Limitless extension: Combining strength with strength, IT designs how to best unify the desktop, routing, orchestration and automation capabilities of both platforms using no-code tools, open APIs, the Genesys Cloud for Salesforce SDK and other dev tools.
Screenshots and videos
Video 1 of 5
Pricing
Paid, from $15 per user per month.
| Plan | Price | Billed |
|---|---|---|
| Default Plan | $15 per user | Monthly |
Tiered pricing details - https://www.genesys.com/pricing
Compatibility
- Works with
- Service Cloud
- Requires
- Sales Cloud
- Salesforce editions
- Essentials
- Professional
- Enterprise
- Unlimited
- Performance
- Developer
- Lightning Experience
- Supported
- Salesforce mobile app
- Not supported
- Salesforce security review
- Passed on July 11, 2025
- Languages
- Dutch
- English
- Finnish
- French
- German
- Danish
- Italian
- Japanese
- Korean
- Portuguese
- Russian
- Chinese (China)
- Spanish
- Swedish
- Chinese (Taiwan)
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