About this event
The evolution of Salesforce telephony is here. Are you ready to lead the change?
The retirement of Open CTI is a pivotal moment to rethink your customer engagement strategy. This transition is an opportunity to move beyond simple phone integration and build a truly unified, AI-powered communications platform.
Join our panel of experts from Natterbox & fluent:cx, for a webinar designed for Salesforce customers looking to get ahead of the upcoming CTI retirement and Salesforce Voice migration. We’ll provide the blueprint for a seamless migration to Salesforce Voice that prioritises long-term value, agent productivity, and customer intelligence.
Special Guest Speaker - Maggie Bazemore, Mr & Mrs Smith
We are thrilled to welcome Maggie Bazemore, Knowledge Management Director for the luxury travel club Mr & Mrs Smith, part of the Hyatt Group. She will share their firsthand account of transforming their customer engagement by moving to Salesforce Voice, detailing the business outcomes of leveraging a truly native, AI-powered platform.
This Webinar Is For:
This webinar is designed for Customer Experience, IT, and Operations leaders who are responsible for shaping the future of their voice channel strategy within Salesforce.
This session will be particularly valuable if you are:
- Planning a CTI Migration: Currently using an Open CTI integration and looking for a strategic, low-risk path to migrate to Service Cloud Voice before the 2028 retirement.
- Considering Your First Salesforce Telephony Integration: Using a non-integrated or legacy phone system and want to understand the business case and benefits of moving to a native voice solution.
- Tasked with Driving Contact Center Efficiency: Looking to leverage the power of AI, automation, and a unified agent workspace to unlock significant productivity and performance gains.
What You Will Take Away:
- A Blueprint for Transformation: Discover why moving to Salesforce Voice is a strategic business shift that can't be managed like any other technical migration.
- AI-Driven Productivity: Learn how features like live transcription and "next best action" recommendations provide agents with real-time knowledge articles and automated guidance to resolve issues faster.
- A Strategic Roadmap: Gain a clear vision for the future of AI-powered voice and learn how to make architectural decisions that future-proof your contact center.
- Low-Risk Migration Framework: Learn how to de-risk your deployment with a structured, phased approach that ensures a seamless transition from your existing telephony provider.
- Unified Insights: See how Salesforce Voice unifies voice data with Salesforce, moving your team from reactive service to proactive engagement.
Hosted by
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External speaker
Tom Baker Pre-Sales Director @ fluent:cxE
I'm the Pre-Sales Director at fluent:cx, a boutique Salesforce consultancy focusing on complex service use cases, including voice, Agentforce and field service. Since 2018 I've specialised in integrating contact centre technology with Salesforce, covering voice, messaging, and conversational AI applications.
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Team member
Simon Woodward Global Head of Solution Engineering @ NatterboxT
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External speaker
Maggie Bazemore Knowledge Management Director @ Mr & Mrs SmithE
I have been with Mr & Mrs Smith for almost 18 years, having been in various roles, but settled into the Technology side almost 12 years ago, starting in the Integrations side of the business and working on our in-house APIs. My current role as Systems Director covers all internal and third-party systems, ensuring they are bringing value, creating efficiency and are integrated well with other systems and in all parts of the business.
Natterbox
Your Salesforce Contact Center Made EasyNatterbox, is a native AI-powered Salesforce contact center solution that helps businesses create connected, frictionless CX across voice, messaging, and video, to deliver wow moments at scale.
