DaVinci for Microsoft Teams & Salesforce Service Cloud Voice

Invent Your Ideal Contact Center by Unifying Microsoft Teams + Salesforce Service Cloud Voice With DaVinci

Combine Multiple Apps in a Best-of-Breed Approach

Increase Flexibility in Agent Experience

Integrate Data From Multiple Applications

Create Tailored Experiences With Minimal Effort

Microsoft Teams and Salesforce Service Cloud Voice can work together through data synchronization, unified customer views, communication integration, workflow automation, and consolidated reporting. This involves integrating customer data, communication channels, and automating processes to provide a seamless customer experience.

Data Synchronization:
Ensure that customer data is synchronized between Microsoft Dynamics and Salesforce Service Cloud Voice. This ensures that both systems have up-to-date and accurate information about customers.

Unified Customer View:
Create a unified customer view by integrating customer data from both platforms. This allows customer service representatives to have a complete understanding of customer interactions and history across both systems.

Communication Integration:
Integrate communication channels such as phone calls, emails, and chat between Microsoft Dynamics and Salesforce Service Cloud Voice. This helps in providing a seamless customer experience and ensures that all communications are logged and tracked.

Workflow Automation:
Automate business processes and workflows that involve both Microsoft Dynamics and Salesforce Service Cloud Voice. For example, when a customer service representative updates information in one system, it triggers automated actions in the other system.

Reporting and Analytics:
Create consolidated reports and analytics that span both platforms. This allows businesses to gain insights into customer interactions, performance metrics, and overall customer satisfaction.

Training and Support:
Provide training and support for users who will be interacting with both systems. This includes educating them on how to navigate seamlessly between Microsoft Dynamics and Salesforce Service Cloud Voice.

How DaVinci Steps In

DaVinci enhances Microsoft Teams and Salesforce Service Cloud Voice by integrating communication channels seamlessly into the CRM interface, streamlining interactions across voice calls, emails, and chat. It aims to create a unified customer view by synchronizing customer data and providing customer service representatives with a comprehensive understanding of interactions.

DaVinci also offers tools for multichannel interaction management, enabling efficient routing and prioritization of customer inquiries. Through workflow automation, it helps optimize processes within the CRM, automating repetitive tasks and triggering actions based on specific events. Additionally, DaVinci contributes to improved reporting and analytics, offering insights into communication patterns and overall performance.

A Blended Experience for Microsoft Teams & Salesforce Service Cloud Voice

microsoft teams

Create Efficient, Personalized Interactions

Receive access to customer information as the voice
interaction comes in with a screen pop so agents can
tailor the conversation to the person calling. Make
outbound Teams calls from the DaVinci agent toolbar
directly within your CRM.

Embed Teams Capabilities Within Leading CRMs

With the assistance of DaVinci, your CRM processes phone
system call data to provide precise information, which
proves invaluable in generating reports for supervisors.
These data-driven insights empower supervisors to
optimize performance through informed decisions.

microsoft teams
microsoft teams

Know Your Team’s Status, Even When on Internal Calls

Let users choose to reach out to users who are available,
even if they are working on an internal interaction as the
presence of the user is made known in DaVinci whether
the user is on a Teams interaction with a coworker or a CCaaS interaction with a customer.

Boost Customer Interactions

Receive real-time screen pops displaying relevant customer information before answering the call so agents can personalize interactions based on Salesforce data. Agents also have quick access to call controls and click-to-dial, increasing accuracy and efficiency, with less toggling between apps.

Salesforce Service Cloud Voice (BYOT)
Service Cloud Voice (BYOT)

Unlock Actionable Insights

With the assistance of DaVinci, Salesforce processes phone system call data to provide precise information, which proves invaluable in generating reports for supervisors. These data-driven insights empower supervisors to optimize performance through informed decisions.

Transform with AI

Transcription service compatibility connected with
advanced AI functionality from Salesforce Einstein provides interactions tailored from your data and generated with AI for Intent, Next Best Actions and Recommendations for call wrap-ups. DaVinci’s out-of-the-box integration embeds your phone system’s call controls within Salesforce and enhances agent workflows, unlocking efficiency for your entire customer service organization.

Service Cloud Voice (BYOT)

“DaVinci has saved us so much time from an efficiency standpoint, and hard dollars as well, going to four to five systems to authenticate the customers. Now, all of this information comes in from a screen pop.”

See more testimonials HERE →   

AMC Technology's DaVinci Screen Pop
Connie Romay
Senior VP of Retail Innovation and Management, Ameris Bank

Resources

DaVinci Datasheets

Find out how AMC Technology & Microsoft Teams work together in this downloadable guide.

DaVinci Datasheets

Find out how AMC Technology & Salesforce Service Cloud Voice work together in this downloadable guide.