Salesforce Voice Migration for a Leading Retail Contact Center
A leading home improvement retailer in Canada needed to move fast—but smart—toward contact center transformation. Burdened by fragmented tools, manual processes, and an outdated CTI, their support operation was holding back both agents and customers.
To create a more streamlined, scalable environment, the retailer partnered with AMC Technology to execute a Salesforce Voice migration—without disrupting day-to-day operations. By integrating Salesforce Voice with their existing Avaya telephony system, they delivered a seamless agent experience with real-time data, fewer toggles, and faster call handling.
With over 400 agents successfully migrated, the retailer reduced after-call work, improved service consistency, and laid the groundwork for conversational AI. As part of their forward-looking strategy, they’re now exploring real-time transcription powered by AMC’s DaVinci™ Platform to further elevate productivity and personalization.
Key Highlights:
Migrated from SAP C4C/Open CTI to Salesforce Voice
Integrated Avaya and Salesforce Voice with AMC’s certified approach
Reduced agent effort and system toggling
Improved speed, accuracy, and service quality
Considering transcription to further scale agent productivity
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