As I begin my day, I’m equipped with a phone system directly integrated into Salesforce Voice with Avaya. This means I can manage all communications without ever leaving Salesforce.

Now, as I place a real-time call to the agent, you’ll see the call alerts on their screen. The agent accepts the task, and immediately, a voice call record is created. The system updates with previous communications, allowing the agent to quickly review the customer’s history.

For this demonstration, let’s look at the power of Einstein Next Best Action. Based on real-time interactions, Einstein recommends the most effective next step the agent can take to resolve the issue quickly.

In this case, the customer wants to reschedule a shipment. Einstein Next Best Action analyzes CRM data and offers a personalized recommendation—here, a flow form appears, allowing the agent to seamlessly reschedule the delivery and update the customer in real time.

This ensures every customer receives timely, relevant support.

Each call is saved as a voice call record, which supervisors can later review. As a supervisor, you also get access to real-time stats, enabling you to monitor agent activity live or review it later as historical data.

This is just one use case demonstrating the power of the DaVinci integration with Salesforce Voice. Other benefits include:

• A unified interface with all controls in one place
• Real-time transcription
• AI-triggered actions and alerts based on spoken keywords
• Sentiment tracking linked to every call—valuable for both supervisors and QA teams

In summary, with the DaVinci Toolkit, we enable real-time transcription across industry-leading CCaaS and telephony platforms—Avaya, Microsoft Teams, Cisco, and more—bridging the gap with Salesforce Voice.

If you have questions or want to explore trial options for a real-time experience, feel free to contact us to learn more.
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