Enterprise Voice Control Layer Proposal for Salesforce

This document is a proposal for the DaVinci Voice Toolkit for Salesforce, outlining the need for an enterprise voice control layer that integrates with Salesforce's intelligence platform. It describes how Salesforce is evolving into a system of intelligence for voice, emphasizing the importance of maintaining control over voice infrastructure, carriers, and scaling. The proposal highlights the challenges faced by enterprise customers who are not starting from scratch but have existing telephony setups, regulatory obligations, and a diverse range of participants in voice interactions. It details the friction that arises from traditional CCaaS platforms, which complicate integration with Salesforce and create operational burdens. The document advocates for a voice control layer that allows for flexibility, supports existing carrier relationships, and enhances the overall voice experience within the Salesforce ecosystem. This layer is positioned as essential for managing voice infrastructure effectively while leveraging AI and human interactions seamlessly.