DaVinci Technical Architecture Diagrams

Explore DaVinci integration architectures for Salesforce Voice and partner CTI platforms, including Avaya, Cisco, Microsoft Teams, and a generic CRM + CTI reference model.

Signal-Driven AI Orchestration

DaVinci is not a traditional product, it’s an adaptable framework designed to accelerate AI adoption across the contact center. Instead of relying on brittle point-to-point integrations, DaVinci captures and orchestrates real-time signals across your ecosystem. By coordinating call events, media streams, transcription, and CRM context from phone systems, CCaaS, speech-to-text platforms and more, DaVinci enables organizations to rapidly activate AI-powered experiences for both human and AI agents.

Real-Time Signal Coordination

DaVinci ingests signals from across your communications stack, call events from phone systems/ CCaaS, transcription and CRM data, creating a unified, real-time understanding of every interaction.

Orchestrated AI Workflows

By coordinating signals across systems, DaVinci enables intelligent workflows inside Salesforce Voice, powering use cases like next best actions, automatic call summaries, case creation and unified routing.

Flexible Framework for AI Adoption

Unlike traditional products with rigid integrations, DaVinci provides a configurable orchestration layer that adapts to your architecture and use cases, accelerating the deployment of AI solutions for both human agents and AI agents.

DaVinci for Salesforce Voice + Avaya

DaVinci integrates Salesforce Voice with the Avaya platform to capture media, process signals, and deliver real-time transcription and call insights. Call events, media streams, and routing signals flow through DaVinci gateways and transcription services to synchronize conversations, signals, and agent activity inside Salesforce.

DaVinci for Salesforce Voice + Cisco

DaVinci integrates Salesforce Voice with Cisco voice and contact center platforms to capture call media, process signals, and deliver real-time transcription and conversation insights. Voice streams, routing events, and signaling data pass through DaVinci services to synchronize call activity, signals, and agent workflows directly within Salesforce.

DaVinci for Salesforce Voice + Microsoft Teams

DaVinci integrates with Microsoft Teams/Azure Communication Services and Salesforce Voice to enable real-time transcription and event synchronization during calls. The DaVinci Agent captures live captions from Teams, streams them through the DaVinci Enterprise Gateway for transcription processing, and sends normalized transcripts and events back to Salesforce Voice for the agent experience.

DaVinci Architecture – Generic CRM & CTI

This diagram illustrates the generic DaVinci transcription architecture, showing how voice media and call events flow between the CTI platform, DaVinci services, and speech-to-text engines to deliver real-time transcription. Media streams are captured via SIPREC/SRTP, processed through DaVinci transcription services and gateways, sent to a speech-to-text engine, and the resulting transcripts and call events are synchronized back to the CRM and agent desktop.

DaVinci Voice Toolkit for Salesforce (BYOC)

Calls flow through the DaVinci Voice Control Plane and BYOC telephony, while DaVinci Transcription Services capture media and generate transcripts that are delivered back into the Salesforce agent experience.