A Practical Path from Legacy CTI to Modern Customer Service

Salesforce Voice and Avaya integration for contact center agents at a home improvement retailer

How one retailer migrated 400 agents to Salesforce Voice while keeping Avaya in place and preparing for AI-powered service

Transforming a high-volume contact center requires more than just swapping platforms. AMC Technology approaches each engagement with a focus on strategic execution balancing day-to-day continuity with long-term goals like scalability, data accuracy, and AI readiness.

A leading home improvement retailer in Canada came to AMC with a goal: streamline agent workflows, reduce manual effort, and move from legacy platforms to a more unified, AI-ready environment. Their vision included a future with faster support, more accurate data, and a stronger foundation for innovation.

This story explores how they transitioned from SAP C4C and OpenCTI to Salesforce Voice without losing the stability of their Avaya telephony stack, and without disrupting daily operations.

Project Summary

This home improvement retailer partnered with AMC Technology to support a multi-phase contact center transformation from SAP C4C to Salesforce OpenCTI, and ultimately Salesforce Voice. AMC delivered a seamless, phased migration strategy while preserving their Avaya telephony stack, reducing agent effort, and preparing the operation for AI-driven enhancements like transcription, automation, and real-time coaching.

Use Cases

Unified agent experience, reduced ACW, Salesforce Voice migration

Industry

Home Improvement Retail

Strategic Focus

Scalable foundation for AI, agent-first workflows

Tech Stack

Salesforce Voice

Avaya AES

A Closer Look at the Migration Journey

The Challenge

As this top-tier automotive retailer set out to modernize its customer service operations, it became clear that simply deploying conversational AI wouldn’t be enough—they needed proof. With growing call volumes, a legacy IVR system, and the pressure to integrate with complex systems like SAP CRM and Avaya, the stakes were high. The challenge wasn’t just technical—it was strategic. They needed a clear, risk-free path to explore, test, and validate the right platforms before making any long-term commitments.

Make agent workflows faster and easier
Reduce manual work and system switching
Improve the experience for both customers and agents
Build a foundation to support future AI capabilities

Could they modernize without replacing Avaya?
Would Salesforce Voice integrate cleanly with their current setup?
Could they introduce AI features like real-time transcription without disruption?

Which IVA platforms (Lex, Copilot, Agentforce) could best support their needs.
Whether current solutions could perform reliably in real-time use cases.
If these platforms would integrate well with existing CRM and voice systems.
Whether now was the right time to launch—or if waiting made more sense.

From Strategy to Execution

What AMC Technology Delivered

AMC Technology took a consultative, services-led approach—working side-by-side with the customer to plan a phased migration that aligned to agent workflows and minimized disruption. Together, they mapped a step-by-step path: moving from SAP C4C to Salesforce OpenCTI, and ultimately to Salesforce Voice, while keeping Avaya in place as the telephony backbone.

With AMC’s DaVinci Platform in place, over 400 agents now work from a unified interface that brings together Salesforce, Avaya call controls, and real-time customer data. This upgrade reduced toggling between systems, minimized manual data entry, and created a faster, more accurate support experience.

Zero Disruption

400 agents migrated seamlessly

Integrated Stack

Avaya telephony and Salesforce Salesforce Voice fully integrated—no custom builds required.

Faster Wrap-Ups

Streamlined workflows, less after-call work

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.

Managed Services Beyond Go-Live

As this home improvement retailer modernized its contact center, AMC Technology’s Managed Services team supported ongoing platform transitions, maintained stability across Salesforce Voice and Avaya, and helped the team plan next-phase AI capabilities without disrupting day-to-day operations.

Explore Managed Services

Platform Transition Support

As the customer prepared to modernize its contact center, AMC supported sandbox setup, testing, and phased migration from Open CTI to Salesforce Voice while keeping existing systems stable.

System Stability During Change

During upgrades and configuration changes, AMC helped maintain stability across Salesforce Voice and Avaya so agents could continue working without disruption.

Integrated Stack Enablement

AMC implemented and maintained the DaVinci Enterprise Gateway to connect Salesforce Voice and Avaya, supporting configuration updates as usage scaled.

Roadmap and Future Planning

AMC worked with the customer to align technical decisions with longer-term goals, including planning future phases such as transcription and AI readiness.

Frequently Asked Questions

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.

A Practical Path from Legacy CTI to Modern Customer Service

How one retailer migrated 400 agents to Salesforce Voice while keeping Avaya in place and preparing for AI-powered service

Project Summary

Use Cases

Industry

Strategic Focus

Tech Stack

A Closer Look at the Migration Journey

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

Managed Services Beyond Go-Live

Platform Transition Support

System Stability During Change

Integrated Stack Enablement

Roadmap and Future Planning

Frequently Asked Questions

Can Salesforce Voice integrate with Avaya?

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