Hello, and welcome to another presentation on DaVinci’s platform capabilities and benefits. Today, I will discuss the elements of the orchestration platform, which is divided into two main areas: experience orchestration and deployment orchestration.

Experience orchestration focuses on aspects that drive customer interaction with DaVinci, such as pre-built applications and low-code/no-code tools that support those interactions. On the other hand, deployment orchestration manages the infrastructure and framework, including identity and access management and data management.

Today, we’ll concentrate on unified data access. This refers to our ability to integrate information from various sources, both internal and external, into the DaVinci solution. Within DaVinci, there are intrinsic elements like configuration data, alongside external data from solution components, contact channels, and CRM applications. Additionally, we pull in information from third-party databases or legacy applications and user entries, which can come from customer interactions via IVR or agent actions.

Let’s look at a typical DaVinci deployment and see how we unify data from these diverse sources. DaVinci is a cloud-based solution that operates within the user’s browser session on their desktop. When a user logs into DaVinci, apps and configurations are downloaded from Azure, and all data remains on the agent’s desktop. This ensures secure connections, with no information sent back to the cloud, which is integral to our unified data access and day one data security.

For instance, we have intrinsic data elements like global presence, which includes configurations for not-ready reasons and other work states. This information is self-contained within the DaVinci session. Whenever a user changes their work state—say, going into a ready state—that change updates the session data.

We also gather data from the solution’s channels, such as screen pop information and call-attached data elements. Some of this data may originate from an IVR, like user responses or IVR data. Additionally, we collect information from CRM integrations, such as click-to-dial and customer or account records. All this information is aggregated within the DaVinci user session, and any activity records, notes, or call outcomes can be saved back into the business application. This creates a closed system that operates entirely on the agent’s desktop, preserving all data locally.

Now, let’s explore a slightly more complex configuration that includes data validation. Here, user or agent inputs, such as validating a customer through a PIN, are integrated into an external solution, like a business process flow driven by Power Automate. In our example, this triggers a notification in Teams at the end of the call, indicating whether the user was validated or not. This illustrates how both internal and external data work together as a unified source.

Next, let’s take a look at our Creator Studio configuration. We’re just in time before the session expires! Let’s log back in—this quick security feature prevents unauthorized access by closing sessions that are left open too long.

Here in the solution architecture, you can see the various components. We’ll focus on how easily we can incorporate information through configuration. For example, we have a validation application driven by call-attached data, specifically a CAD element called “customer validated.” This will allow agents to confirm user validation through two buttons: one for confirming validation and one for not validated.

Additionally, the DaVinci telephony simulator is an excellent tool for testing scenarios and environments. It enables agents to input screen pop phone numbers and simulate customer validations through the CAD coming from the IVR, which typically defaults to false unless a customer enters a PIN.

Now, let’s move on to our Salesforce demo to see how this data integration works in action. I’ll authenticate as Demo User Three, and once logged in, all DaVinci components and configurations will download. You can see that I’ve set my global presence states, which generates more intrinsic information.

I will now take a phone call and demonstrate the screen pop feature, where we receive a record from Salesforce. This information is populated into the caller information and the activity record, showcasing how business applications contribute to our unified data access.

During the call, we also have the customer validated field, which starts off as false. As I create notes and validate the customer by clicking the appropriate button, the status updates. When I end the call and input the call result, I receive a screen pop and a notification in Teams, pushing all relevant contact information and potentially triggering external processes for account updates or security actions.

This demonstration highlights how unified data access enhances the overall solution while maintaining day one data security by keeping all information within the DaVinci desktop. Thank you for attending this session!