Global Logistics Leader Transcribes 1.9 Billion Minutes Annually
INDUSTRY
Global Shipping and Logistics
USE CASE
Hybrid CRM Integration & Real-Time Transcription
Preserving Avaya While Transitioning from Open CTI to Salesforce Voice
A global logistics leader handling approximately 1.9 billion minutes of customer conversations annually partnered with AMC Technology to modernize its contact center environment and establish a scalable foundation for voice intelligence.
With a complex Avaya infrastructure and ongoing Salesforce Voice initiatives, the organization sought to streamline administration, improve agent experiences, and evaluate transcription capabilities that could support future analytics, automation, and AI-driven workflows. AMC Technology worked closely with business and technical stakeholders to assess infrastructure readiness, align Salesforce architecture requirements, and define a roadmap for integrating voice capabilities across the enterprise.
The Challenge
The organization was planning a transition from OpenCTI to Salesforce Voice but needed to maintain its established Avaya environment throughout the migration. Replacing telephony infrastructure was not an option, making seamless interoperability between Avaya and Salesforce Voice a critical requirement.
At the same time, the organization wanted to improve administration, streamline onboarding, evaluate enterprise transcription capabilities, and ensure the architecture could support future innovation at global scale.
Use Cases
Business Value
Protect Existing Investments
Maintain Avaya infrastructure while adopting Salesforce Voice capabilities.
Reduce Migration Risk
Support a phased transition strategy without disrupting agent operations.
Simplify Admin
Improve onboarding, provisioning, and operational management processes.
Enable Future Innovation
Create a foundation for transcription, automation, analytics, and AI-driven customer experiences.
Scale with Confidence
Support enterprise voice operations handling billions of customer conversation minutes annually.
Lasting Impact
By partnering with AMC Technology, this global logistics leader established a path from OpenCTI to Salesforce Voice without sacrificing the reliability of its existing Avaya environment. The result is a scalable architecture that balances modernization with operational continuity, enabling future voice innovation while protecting prior technology investments.