Connecting Salesforce and Microsoft Teams for your Contact Center

In this DaVinci how-to, Vamshi Suddapali, Enterprise Solutions Engineer at AMC Technology, walks through how wealth advisors can use Salesforce and Microsoft Teams together with the DaVinci Toolkit to simplify client interactions.

Whether you’re using Financial Services Cloud or Service Cloud, DaVinci brings everything into one integrated workspace.

First, Vamshi demonstrates a Microsoft Teams meeting use case. The advisor is logged into Salesforce and has a scheduled Teams meeting with a client. Once the client joins, the advisor receives an alert and accepts the meeting directly from Salesforce. Real-time transcription starts automatically, and Salesforce AI suggests next best actions—like updating a client’s address. After the meeting, the advisor can review and save a summary using Salesforce’s AI features.

Next, he walks through an incoming voice call scenario. The advisor’s availability in Microsoft Teams syncs automatically with Salesforce Voice. When a call comes in, the advisor receives the alert, accepts it in Salesforce, and sees all relevant client details. Real-time transcription captures the conversation, and AI prompts guide the advisor through updates and resolutions.

After the call, the AI-generated summary—including the issue and resolution—is saved directly to the call record in Salesforce.

This video shows how DaVinci connects Salesforce and Teams to create a seamless advisor experience—from meetings to voice calls—all in one unified workspace.