Modernize contact centers, improve agent experiences, enable AI, and protect existing investments with a team that’s been solving these challenges since 1995.
Where Avaya and Salesforce Engagements Begin
The Challenges Organizations Bring to AMC Technology.
“We’re moving off Open CTI but we can’t just rip out Avaya.”
Protect existing infrastructure while introducing Salesforce, AI, and modern customer experience capabilities. AMC helps you move forward without disrupting the business.
“We deployed Salesforce but our agents still live in five systems.”
Give agents a connected workspace that brings together customer data, voice interactions, and workflows, reducing effort and improving productivity.
“We want to leverage AI, but we’re not ready.”
AI requires connected voice, CRM, and customer data. AMC helps you build the foundation for transcription, agent assist, automation, and future AI initiatives.
“Our handle times are up, agents are frustrated, and nobody knows why.”
Often, the root cause is a broken experience between systems. We map the friction points in your Avaya and Salesforce environments, prioritize what moves the numbers, and build valuable solutions.
Solve the challenges standing between your contact center and better customer experiences.
Standard Avaya CTI features that work on day one, plus a low-code framework for the custom Salesforce workflows every enterprise contact center eventually needs. From implementation services to configurable toolkit capabilities, AMC helps teams build practical solutions and connect Avaya, Salesforce, AI, and customer data.
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Accelerated by DaVinci.
Every engagement starts with understanding your goals, stakeholders, and environment. AMC’s team helps you define the right path forward, while the DaVinci Toolkit accelerates delivery, reduces complexity, and helps you achieve outcomes faster.
One orchestration layer for Salesforce, Avaya, and AI-powered CX.
Every Avaya and Salesforce engagement starts with AMC Technology’s forward-deployed engineers mapping your actual environment, your Avaya infrastructure, your Salesforce configuration, your workflows, and your edge cases. DaVinci is the Toolkit that makes it work. Acting as the orchestration layer between Avaya, Salesforce, AI services, and enterprise systems, coordinating data, voice events, transcription, and workflows.
01
We start with your goals.
Define business outcomes, stakeholders, constraints, and success metrics before making technology decisions.
02
We design around your environment.
Orchestrate Salesforce, Avaya, AI, and enterprise systems around the way your business actually operates.
03
Your agents work from one connected experience.
Give agents a unified workspace with less training, less change management, and fewer systems to navigate.
04
We stay engaged as your business evolves.
Adapt alongside changing priorities, platforms, and AI initiatives with a team that remains invested after go-live.
Business Outcomes Delivered with Avaya + Salesforce
Real-world challenges organizations solve with AMC’s expertise, orchestration services, and DaVinci Toolkit.
1.9 billion minutes transcribed, zero infrastructure overhaul
Large enterprises add real-time transcription, AI insights, and Salesforce workflows on top of existing Avaya infrastructure without replacing voice systems.
Scale AI without a rip-and-replace
Multi-system authentication in one screen-pop
Agents verify customers using data surfaced automatically from Salesforce and connected systems, eliminating manual lookups and reducing authentication time.
Customer context before every conversation
Screen pops automatically surface customer records, order history, and account details before agents answer, reducing errors and handle time.
Modernize Salesforce without replacing Avaya
Add Salesforce Voice, AI capabilities, and modern agent workflows while preserving existing telephony investments and infrastructure.
Phone, email, and chat in one workspace
Blend voice and digital channels inside Salesforce so agents and supervisors can manage workloads from a single interface.
Dial directly from Salesforce, log directly to the record
Launch calls with click-to-dial and automatically capture activity in Salesforce, reducing administrative work and increasing productivity.
Jen Parks
Director, Programs and Club Operations
Member information is readily available as soon as the call is received, resulting in smoother interactions with agents. On calls where screen pop was successful, 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!
Resources
Find out how AMC Technology & Salesforce work together in this downloadable guide.
Find out how AMC Technology & Salesforce Voice work together in this downloadable guide.
See what we’ve accomplished for other Avaya and Salesforce Customers
Ready For What’s Next?
Whether you’re modernizing your contact center, improving the agent experience, enabling AI, or connecting Salesforce and Avaya, we’re here to help.
Let’s talk about what’s next for your contact center!