Cisco, Real-Time Transcription, Retail, Salesforce Voice

Building an AI-Ready Contact Center Through Real-Time Transcription

RV retailer prepares for real-time transcription rollout with AMC Technology Blueprinting

How One RV Retailer Went from Disconnected Data to AI-Ready Customer Conversations

A leading RV retailer partnered with AMC Technology to explore real-time transcription in Salesforce Voice using Azure as the transcription engine. Through AMC’s Blueprinting Services, the teams designed the architecture, security model, monitoring, and call-flow strategy needed to deliver secure, scalable transcription across the contact center.

During this process, AMC also designed a Built-in Bridge so only the calls that matter are transcribed, cutting data exposure and dramatically lowering costs. With the design complete and a Proof of Technology successfully executed, the retailer now has a low-risk, scalable plan to roll out transcription to hundreds of users and save more than $600,000 in the first year compared to enterprise alternatives.

Use Cases

Gain insight into consignment specialist calls
Improve reporting accuracy
Enable secure, real-time transcription

Tech Stack

Salesforce Voice

Cisco UCCE

Strategic Focus

Establish a secure, scalable foundation for AI-driven transcription and agent-first workflows

Industry

RV Retail & Consignment

The Challenge

This national RV retailer wanted to close critical data gaps inside Salesforce and gain clear insight into consignment specialists’ calls. With limited call data and no transcription, leadership couldn’t measure performance, report accurately, or prepare for AI-driven workflows.

During planning, the team also uncovered a costly gap: many calls were being routed to people who didn’t actually need transcription. Without a way to filter, the retailer risked paying to transcribe every call, even those with no business value. They needed a secure, scalable plan for real-time transcription that would handle PII redaction and encryption requirements, integrate with Salesforce Voice and Azure, and roll out to hundreds of users without expensive middleware or disruption.

Gain visibility into consignment specialist calls inside Salesforce
Improve reporting accuracy and decision-making
Enable secure, real-time transcription with PII redaction
Establish a clear roadmap to scale AI-driven capabilities

Salesforce was a “data desert” with limited call data
Transcription would have captured every call — even those not needed — creating unnecessary cost and exposure
No existing architecture for monitoring, security, and selective transcription
Need to validate feasibility before a full rollout to hundreds of users

How to architect a secure, scalable transcription environment in Salesforce Voice with Azure
How the Built in Bridge to selectively transcribe only the calls that matter (saving hundreds of thousands of dollars)
What performance benchmarks and monitoring metrics to put in place before production
A low-risk plan to expand real-time transcription and AI insights to more than 800 users

From Strategy to Execution

What AMC Technology Delivered

AMC Technology partnered with the RV retailer to design and validate a secure real-time transcription approach inside Salesforce Voice with Azure as the transcription engine. As part of the Blueprinting and Proof of Technology process, AMC created a built-in bridge that lets the retailer choose exactly which calls to transcribe, reducing data exposure and dramatically lowering transcription costs.

This architecture gives the retailer a low-risk, scalable plan for AI-driven insights that will expand to hundreds of users by December. It also delivers projected first-year savings of more than $600,000 compared to an enterprise alternative — $257,778 with AMC Technology versus $869,000+ elsewhere — all without custom code or disruption to day-to-day operations.

Zero Disruption

Pilot and Proof of Technology completed without interrupting operations

Integrated Stack

Salesforce Voice, Cisco UCCE and Azure transcription orchestrated seamlessly

Faster Wrap-Ups

Streamlined workflows and reduced after-call work from new call data visibility

AI-Ready Platform

Future-ready environment for conversational AI, including transcription

Smarter Agent Experience

Click-to-dial, in-call controls, and context-rich screen pops created a unified agent workspace.

The Results

Long-Term Value with Managed Services

To sustain and optimize their investment, the customer enrolled in AMC Technology’s Managed Services. This offering gave them peace of mind with expert oversight of the DaVinci environment—allowing their internal IT teams to focus on broader initiatives.

Continuous Monitoring

Proactive system oversight to prevent issues before they impact operations.

Expert Access

SLA-backed availability of AMC specialists for complex needs.

Integration Support

CRM and CTI maintenance to ensure system stability.

Wellness Checks

Scheduled reviews, agent shadowing, and optimization planning.

Infrastructure Management

Server and license upkeep handled by AMC experts.

Roadmap Alignment

Support that evolves with long-term goals and use cases.

Lasting Impact

By partnering with AMC Technology, this leading home improvement retailer didn’t just change platforms—they achieved a complete contact center transformation. With certified integrations, expert-led strategy, and ongoing optimization, their agents now deliver faster, more personalized service—while leadership gains confidence in a future-ready, scalable environment.

Frequently Asked Questions

Yes. AMC Technology has proven integration between Salesforce Voice and Azure for real-time transcription — no custom builds required. Our selective transcription bridge lets you choose which calls to transcribe, reducing cost and data exposure.

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. Our approach is scalable. The RV retailer featured here began with a pilot and now has a clear path to expand AI-driven transcription to hundreds of users.

Beyond deployment, AMC provides Managed Services, wellness checks, and ongoing roadmap alignment to keep your contact center performing at its best.

Building an AI-Ready Contact Center Through Real-Time Transcription

How One RV Retailer Went from Disconnected Data to AI-Ready Customer Conversations

Use Cases

Tech Stack

Strategic Focus

Industry

The Challenge

What They Set Out to Do

What Was Getting in the Way

What They Needed to Know

What AMC Technology Delivered

Zero Disruption

Integrated Stack

Faster Wrap-Ups

AI-Ready Platform

Smarter Agent Experience

The Results

Long-Term Value with Managed Services

Lasting Impact

Frequently Asked Questions

Can Salesforce Voice integrate with our transcription engine (like Azure)?

Can AI features like transcription be added without replacing our existing systems?

What is included in AMC’s Managed Services?

How do I know AMC is the right partner for long-term support?

Is this type of migration only for large enterprise teams?

How does AMC support post-launch success?

Virtual Round Table