We help Salesforce-powered contact center teams solve complex problems faster with expert services and a flexible toolkit.
Orchestrate Your Customer Experience Solutions with Our DaVinci Toolkit
AMC Technology is a consulting partner that doesn’t just recommend solutions; we build them with our own DaVinci toolkit. It’s how we solve customer experience problems quickly, without having to start from scratch.
Three decades of contact center expertise, turning complex problems into real outcomes.
Salesforce Voice + Avaya
Salesforce Voice + Cisco
Salesforce Voice + Microsoft Teams
Blueprinting Service
Future Proofing the AI-Era Together
SALESFORCE VOICE + AGENTFORCE + DAVINCI
| Salesforce | AMC + Salesforce | Benefits | |
|---|---|---|---|
| Speech to Text Platform | Surfaces transcription insights in the agent workflow and converts them into actions such as tasks, case updates, routing, and follow through automation. | Captures in real-time transcription, then distributes it as a broadly reusable signal for enterprise consumers. | Publishes transcription as a governed, normalized enterprise signal that fuels agent experiences and automation in Salesforce and downstream services. |
| Voice | Provides an in-CRM calling workspace where agents handle interactions and view customer context. | Connects Salesforce Voice to existing telephony including on-premise (Avaya, Cisco, Teams, etc.) and CCaaS, and ensures call controls, signals and events are delivered into Salesforce. | Preserves current telephony while standardizing and modernizing the agent experience in Salesforce, enabling consistent real time signals that improve routing, automation, reporting, and AI driven outcomes. |
| CTI | Delivers basic CTI fundamentals for some supported tech stacks. | Extends CTI with richer controls, real time events, deeper context delivery, normalized signals and more automation triggers. | Enables a more robust and configurable agent experience when basic CTI is not sufficient, allowing teams to meet customers where they are by using real time signals to deliver more timely, relevant, and personalized interactions |
| Orchestration | Serves as the system of record where teams view customer activity and execute workflows. | Coordinates real time signals across channels and systems and routes them to the right destination. | Improves speed and consistency by turning live signals into immediate action for humans and AI. |
| Transcription | Attaches transcription and insights to voice call records to support summaries, follow ups, and post call workflows. | Streams transcription in real time and enriches it with intent, keywords, compliance prompts, guided actions, and in call record updates. | Reduces handle time and improves compliance and first call resolution by completing more work during the call. |
| Multi-Vendor Environments | Fits best when the environment aligns to Salesforce native patterns and a consolidated stack. | Adapts to multiple telephony vendors and mixed environments through a vendor agnostic integration layer. | Maintains flexibility while keeping Salesforce as the standard agent and reporting hub. |
Salesforce just announced EOL date for Open CTI
Find out more information and see what you can do to prepare.
Our Process: The DaVinci Flow
Here’s how we help you deliver smarter customer experiences
01
Design
Define your strategy. We work with you to explore use cases, validate your environment, and build a roadmap, utilizing services such as discovery sessions, proof-of-concept, costing, and workshops.
02
Build
Bring your solution to life. We handle system setup, custom integration, feature enablement, testing, and training—everything needed to pilot your solution and prepare your team for success.
03
Orchestrate
Grow smarter over time. From managed services to custom enhancements and agent wellness checks, we provide long-term support to ensure your solution stays optimized and future-ready.
CAA
Carnival Cruise Lines
City of Lethbridge
CLAL
Colmobil
Continental
CPS Energy
Darby Dental
Maui Jim
PPG
Scope
“Our survey scores from Members have improved from 2-5% for overall satisfaction with the agent, and our NPS scores on these calls improved by up to 9 points. Additionally, we have seen a reduction in our AHT on these calls, with an average of around 14 seconds of savings, which equates directly to operational savings!”
See more testimonials HERE →
Jennifer Parks
Customer Experience and Operations Leader, CAA Club Group
A Smarter Way to Power Your Contact Center
Salesforce Integration
Call Center Integration for Microsoft Teams
Avaya
Cisco
Five9
NICE
SAP Integration
Oracle Sales Cloud
ServiceNow
Twilio
Zendesk
RingCentral
Insights & Resources for CX Leaders
Agentforce Voice Unboxed: Building Voice Agents Live
Live EventFebruary 25, 202611:00 AM ESTThis event already took place, catch the replay belowAgentforce Voice UnboxedBuilding Voice Agents LiveSee how a real business use…
From Open CTI to Salesforce Voice: Designing the Agentic Enterprise
Open CTI end of life announced for February 28, 2028. Salesforce’s move from Open CTI to Salesforce Voice reflects a broader shift from screen-driven…
