DaVinci Voice Gateway for Agentforce Voice
Connect Your Carrier.
Design and deploy Agentforce Voice on the CCaaS, SBCs, and Salesforce environment you already run. Decades of contact center experience, deep Salesforce expertise, and DaVinci Voice Gateway.
Keep the CCaaS You Already Use
Your Voice Environment Is More Complex Than a Demo
Your voice environment already includes routing logic, escalation paths, and integrations supporting thousands of daily interactions. Connecting Agentforce Voice into that environment takes more than an out-of-the-box product. It takes a clear integration path between Salesforce and the systems already running your business.
Where Agentforce Voice Engagements Begin
The Agentforce Voice Challenges Organizations Bring to AMC Technology.
“We need our AI voice agent to pass context to our human agents.”
Customers shouldn’t have to repeat themselves when AI hands them off. We enable seamless AI-to-human escalations that preserve conversation history, intent, and customer data.
“We want to adopt Agentforce Voice, but we need it to route through our telephony.”
Protect existing infrastructure (Avaya, Cisco, Five9, Genesys, Microsoft Teams) while introducing AI voice and modern CX capabilities.
“We ran a pilot. Now we need to take it to production.”
A proof of concept isn’t a production path. Scaling across queues, call types, and regions requires architecture that was planned for it.
“We have voice and CRM data, but they’re not connected to AI”
Agentforce Voice requires voice, CRM, and customer data to work together. We build the foundation so it can deliver real results you’re already paying for.
Agentforce Voice solutions we help customers deliver
Take Your Agentforce Voice Pilot to Production
AMC designs and delivers AI voice use cases on your existing infrastructure with purpose-built IP and forward-deployed engineers who work directly in your environment.
Why AMC Technology
Powered by Expertise.
Accelerated by DaVinci.
AMC is uniquely positioned to design your voice use cases and bring them to life. We combine decades of voice experience, deep Salesforce expertise, and DaVinci Voice Gateway to move use cases from idea to production.
Traditional product companies are built for their roadmap and quickly outpaced as AI and voice technology evolve. A consulting firm can imagine where you need to go but lacks the technology to implement. AMC brings both: deep contact center expertise and the purpose-built IP to act on it.
DaVinci Voice Gateway
The orchestration layer between Agentforce Voice and your existing infrastructure. DaVinci routes and synchronizes signals across your CCaaS, SBCs, Salesforce, and AI systems, so the use case runs the way you designed it, not the way a product’s default architecture allows. It stays in your environment as the runtime engine after the build is complete.
Forward Deployed Engineers
FDEs own the full arc of your Agentforce Voice engagement, from clarifying business outcomes and call types to mapping SBC constraints, escalation paths, and Salesforce dependencies. They configure, validate, and deploy in your environment, then stay engaged as your use cases grow across queues, call types, and regions.
DaVinci Voice Gateway
The Runtime Engine That Turns Voice Use Cases Into Production Reality
The DaVinci Voice Gateway routes and synchronizes signals across telephony, CRM, and AI systems, so your voice use cases run the way you designed them, not the way a product’s default architecture allows. Our Forward Deployed Engineers and the DaVinci Toolkit turn what’s usually a one-off, brittle integration into reusable orchestration components so next quarter’s changes don’t mean starting over.
SIP Interconnect
Connect Agentforce Voice to existing SBCs, SIP trunks, and enterprise voice infrastructure so you can avoid another telephony contract negotiation.
Voice Routing Control
Route callers to Agentforce Voice for self-service, then return to your CCaaS for agent handling. All built around your routing logic, not a generic template.
Context Transfer on Escalation
Call context, conversation summary, and customer intent move with the call on every handoff. So, agents arrive informed, not starting from scratch.
Salesforce Signal Orchestration
Voice events, transcription, and interaction data connect back to Salesforce records, cases, and workflows in real time, every call produces actionable CRM data.
Validation Before Go-Live
Media path, transfer behavior, failure scenarios, and acceptance criteria are all tested end-to-end before production traffic routes through.
How We Bring Your Agentforce Voice Goals to Production
Every engagement starts with AMC’s forward-deployed engineers understanding your goals, your environment, and what success looks like before any configuration begins. We engage through a paid workshop or pilot and produce a blueprint during the engagement that captures the agreed use cases, architecture, and production path.
We start with your goals.
Define the business outcome, the call types involved, escalation requirements, and what success looks like before touching any system.
We design around your environment.
Map call flows, SBC constraints, CCaaS routing logic, and Salesforce configuration. The use case fits your environment.
Your voice use cases go live in your environment.
Configure, validate, and deploy with end-to-end testing of the media path, transfer behavior, and failure scenarios before production traffic routes through.
We stay engaged as your use cases grow.
DaVinci continues running in your environment as the runtime engine. AMC stays engaged to expand across queues, call types, and regions as your needs evolve.
Two Agentforce Voice Deployment Plans
Agentforce Only or Agentforce + Salesforce Voice?
Agentforce Voice Only
AI handles the interaction start to finish. Best for high-volume, transactional use cases where the goal is containment.
- Route caller to Agentforce Voice
- AI handles the interaction end-to-end
- Outcome is returned to Salesforce as designed
- No live-agent handoff required
- DaVinci Voice Gateway bridges your CCaaS platform to Agentforce Voice.
Best for high-volume, transactional use cases such as status checks, FAQs, payments, and scheduling.
Agentforce Voice + Human Escalation
AI handles initial intake, then transfers to a live agent with context intact. Required when any part of the use case involves a human.
- Route caller to Agentforce Voice for initial handling
- Escalate to a human agent when appropriate
- Requires DaVinci Salesforce Voice configuration in addition to DaVinci Voice Gateway
- Preserves call, context, and routing behavior through the handoff
Required when any live-agent handoff is needed. The effort and architecture are meaningfully larger.
FAQ
Common Questions Enterprises have about Agentforce Voice
Yes. AMC Technology’s Forward Deployed Engineers use the DaVinci Voice Gateway to connect Agentforce Voice to your existing SBCs and CCaaS via SIP, so your current telephony, routing logic, and vendor contracts stay in place. Nothing gets displaced. AMC configures the connection around your environment.
Agentforce Voice Only routes callers directly to the AI agent — no live agent involved. The AI handles the interaction end-to-end and outcomes write back to Salesforce. Agentforce Voice with human escalation adds a transfer path to a live Salesforce Voice agent when needed, with call context and intent preserved through the handoff. The second pattern requires additional Salesforce Voice configuration and is architecturally larger — we’ll help you scope it correctly.
Connecting Agentforce Voice to enterprise telephony requires more than what Salesforce ships with. Your SBC constraints, CCaaS routing logic, and escalation paths aren’t solved by a product; they’re solved by people who’ve done this before, using purpose-built IP that handles the connection and stays running after go-live
Every engagement starts with a paid workshop or pilot. AMC’s Forward Deployed Engineers assess your environment, design the use case around your call flows and SBC constraints, then configure, validate, and deploy. A blueprint is produced during the engagement, capturing the agreed use cases, architecture, and production path, so expansion doesn’t start from scratch.
AMC offers a Salesforce Voice Readiness Assessment that maps your current platforms, call flows, and escalation paths against what an Agentforce Voice deployment requires. It’s the right starting point if you’re evaluating scope before committing to a full engagement.
Why Trust AMC for Your Agentforce Consulting & Integration?
Contact Center Experts Since
Trusted Security & Compliance
- CSA STAR Level 1 & SOC 2 Type 2 Certified
- AES-256 & TLS 1.2 Encryption for Data Protection
- GDPR & HIPAA Compliant
saved on average per call
pre-built integrations
Ready to Put Agentforce Voice Into Production?
Meet with an AMC Forward Deployed Engineer to review your environment, discuss your use case, and define the right path from pilot to production.