From Legacy Tech to Unified AI-Powered CX Without Disruptions

From Legacy Tech to Unified AI Powered CX

Can you modernize your contact center without replacing your existing systems? This leading Canadian home improvement retailer proved it’s possible with AMC Technology.

Facing fragmented tools, legacy Open CTI, and manual workflows, the retailer partnered with AMC to migrate more than 400 agents from SAP C4C and Open CTI to a Salesforce Voice and Avaya integration—all without disrupting daily operations.

Powered by the DaVinci Platform, the unified agent workspace now streamlines workflows, reduces after-call work, and improves data accuracy across systems. The result is a smoother, more consistent customer experience and measurable improvements in agent efficiency.

With AMC’s services-led rollout, the retailer modernized confidently, avoided downtime, and is now exploring real-time transcription to bring AI-driven insights to customer support.

Take a Deeper Dive

Avaya + Salesforce Service Cloud Voice Integration
Learn how AMC connects Salesforce SCV with Avaya for seamless call handling and AI-ready workflows.

Professional Services
Explore AMC’s services-led approach to planning, implementing, and optimizing modern contact centers.

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Transcript:

A leading home improvement retailer in Canada was under pressure. Legacy Open CTI forced agents to juggle tools, repeat steps, and lose time, hurting service and customer satisfaction. With a services-led approach, AMC helped this retailer modernize without disrupting operations.

AMC Technology led a seamless move to Service Cloud Voice, keeping their trusted telephony system in place and aligning every tool to how agents already work.

More than 400 agents now deliver faster, more precise support. AMC solved the hard stuff—unifying systems, driving AI, and bridging premise with cloud—backed by decades of contact center expertise.

Reach out to a consultant to see how you can achieve the same results.