When advisors handle sensitive client conversations, accuracy is everything. This national financial advisory firm wanted to expand its use of AI-driven insights in Salesforce, but one gap stood in the way: real-time transcription. Without it, the promise of next-best action and guided advisor support wasn’t possible.
AMC Technology recommended a Proof of Technology to prove transcription inside their own environment—fast, secure, and practical.
This national financial advisory firm partnered with AMC Technology to validate real-time transcription inside their Salesforce Voice and Avaya environment. AMC ran a Proof of Technology that demonstrated live transcription within just days, proving feasibility without custom code.
Building on that success, AMC engaged in Blueprinting Services to design a roadmap for scaling transcription enterprise-wide. The work included mapping server architecture, defining load balancing and security configurations, addressing performance benchmarks like login speed and transcript display, and establishing observability with enterprise monitoring tools. This ensured a secure, production-ready environment with a clear plan for future adoption.
As this national financial advisory firm set out to strengthen advisor and client conversations, they recognized that simply enabling AI was not enough. They needed to prove it in their own environment. With sensitive financial interactions, growing demand for advisor support, and pressure to integrate Salesforce Einstein with their Avaya systems, the stakes were high. The challenge was not just technical. It was strategic.
They required a services-led, low-risk path to both validate real-time transcription and blueprint the system for production readiness. That meant understanding not only if transcription would work, but also how servers would be deployed, how traffic would be routed, and how licensing would scale.
Capture conversations in real time for accuracy and compliance
Support advisors with AI-driven next-best actions
Build a foundation for scaling transcription across 1,600 users
No existing transcription capability in their environment
Complex integration between Salesforce Einstein and Avaya telephony
Concern about investing without clear proof it would work
AMC guided the firm through a Proof of Technology (PoT) to demonstrate transcription directly inside their Salesforce Voice and Avaya environment. In just a few days, the team saw transcription running securely with no custom code required.
Building on that success, AMC moved into Blueprinting Services to prepare for production. Together, we mapped out the server architecture, call traffic routing, and licensing requirements to ensure the solution could scale effectively. The firm began with 115 users, then designed a clear path toward a 100-user pilot and a full rollout across 1,600 advisors. Future integration opportunities, including Microsoft Teams and Zoom Phone, were also explored to ensure the design remained flexible.
As part of the Design phase of the DaVinci Flow, these services aligned technical validation with a long-term growth plan, supported by the flexibility of the DaVinci Toolkit.
The firm is preparing to expand transcription across 1,600 advisors with a clear roadmap in place. The Blueprinting process outlined how servers, traffic, and licensing will scale, while also leaving room for future integrations with Microsoft Teams and Zoom Phone.
As they transition into the Build phase to implement transcription in production, AMC’s services provide the firm with the flexibility to return to discovery, utilize a sandbox, or design new use cases whenever business needs change.
Beyond Build, AMC’s Managed Services support the Orchestrate phase, ensuring the solution is monitored, updated, and optimized as new AI capabilities become available.
By following the DaVinci Flow—Design, Build, Orchestrate— this national financial advisory firm is creating more than a one-time deployment. They are building a repeatable, scalable approach to adopting technology with confidence, supported by AMC’s expert services and the DaVinci Toolkit.
Yes. With AMC’s DaVinci Platform, Salesforce Voice was integrated with Avaya with no custom builds, preserving telephony investments.
Yes. Real-time transcription, post-call summaries, and whisper coaching were implemented without replacing the retailer’s on-prem Avaya telephony.
Managed Services include continuous monitoring, CRM/CTI integration support, server and license management, expert guidance, wellness checks, and roadmap alignment.
With over 30 years of contact center expertise and SLA-backed services, AMC ensures your systems remain stable, scalable, and aligned with evolving business goals.
Not at all. AMC supports phased migrations for teams of all sizes, helping them scale at their own pace with minimal disruption.
Beyond deployment, AMC provides Managed Services, wellness checks, and ongoing roadmap alignment to keep your contact center performing at its best.
