Ready to build better conversations?
Simple to set up. Easy to use. Powerful integrations.
Get free accessReady to build better conversations?
Simple to set up. Easy to use. Powerful integrations.
Get free accessPicture this: You’re a sales or support manager, under pressure from the board to show real activity and results, but you’re flying blind. Calls, emails, and messages are happening all day, but there’s no clear record, no actionable data, and no way to see what’s actually working. Meanwhile, new competitors are leveraging AI from day one, and your team is stuck in swivel-chair hell; juggling disconnected systems, losing context, and burning time on manual admin. This isn’t a hypothetical. It’s the daily reality for many businesses we work with at Kaizen ICT.
That’s why our partnership with Aircall is so important. Together, we’re not just talking about AI as a future promise, we’re embedding it into real customer workflows right now, through their existing Salesforce connection. With AI Assist features like Call Transcription integrating with Salesforce Service Cloud Voice and Einstein, we’re helping our customers maximize their usage of both platforms, and at the same time, reducing manual effort for sales and support teams, increasing data visibility, and helping them scale without adding headcount.
The real challenge: Data gaps and disconnected workflows
The biggest communication challenge for sales and support teams today is what I call the “black hole” of conversational data: voice. Every business under the sun is looking at AI. They are committing to AI initiatives, but falling short. Our experience here is that most businesses lack connected and comprehensive conversation data because a huge part of their business is about talking to people on the phone. And it's one offline channel that they haven't captured fully.
Historically, businesses have focused on transactional data—what’s in the CRM, what’s in the accounting system. But the real gold is in the conversations: how you’re solving challenges, how you’re engaging customers, and what’s actually being said on calls. Without capturing this, established businesses are falling behind new entrants who are building rich conversational data from day one.
This lack of data isn’t just a technical issue, it’s a business risk. We're speaking to boards who are saying that their number one risk is lack of oversight on sales activity. We're talking to support managers who couldn't tell us how many emails, calls, and messages they get through in a day. And all of them are asking: Can we use AI to solve this? The answer is, they can! But without good data capture principles in the first instance, they don't have a strong enough foundation to build the AI into.
The solution: AI-powered efficiency, delivered today
This is where the Kaizen ICT and Aircall partnership comes in. By integrating Aircall’s AI-powered voice solutions directly into platforms like Salesforce Service Cloud Voice, we’re capturing every conversation, surfacing actionable insights, and automating the manual work that slows teams down.
Take AI Assist and AI Assist Pro. These aren’t just theoretical tools, they’re designed for real-world impact, right now:
Before the call: Leaders aren’t guessing — with Aircall Call Assist and Service Cloud Voice, past conversations are already in Salesforce, giving real pipeline visibility.
During the call: Agents work with full context in a single view in Salesforce, covering voice, email, and messaging — not across five systems and tabs. So agents can focus on the call, and customers don’t have to repeat themselves. Plus, live prompts help them handle objections and complaints confidently.
After the call: No wasted admin. Call Assist transcripts flow straight into Salesforce and, with Einstein, become structured data — outcomes, topics, sentiment — so you can track progress, not activity.
As I’ve seen firsthand, the difference between having disjoint systems and having one connected ecosystem is a world apart. On the one hand, the smartest minds in your team are solving system workarounds instead of solving customer problems. But with a combined solution like we have with Aircall and Service Cloud Voice, you can just get down to business and start talking to people. It really is that simple.
Real outcomes: Faster onboarding, better customer experience, and measurable results
What does this look like in practice? Let me share a real example. We worked with a consumer goods business whose support team was juggling 12 different systems, manually logging calls, and losing context at every turn. After implementing Aircall and Salesforce, they moved from “swivel chair hell” to a single pane of glass with real insights.
The first breakthrough came within a week of going live. A customer called back with the serial number they’d been asked to provide, but the original agent was away. Because the call history and transcript were right there in Salesforce, the replacement agent could immediately see the context and complete the process on the spot. No repetition, no wasted process — just faster resolution and a better experience. Previously, that could have taken another three days.
The impact? A much faster resolution, which, when replicated across hundreds or thousands of calls, amounts to hours—even days—of saved time. But this impact extends beyond speed; it means a better customer experience, reduced admin time, and agents who can focus more on problem-solving than tab-switching.
“ "AI is very much a solution to a better experience for the customer, and a better work experience for the agent. There's less time spent on admin, more time being able to actually help the customer."
Marcus Riquier, Chief Growth Officer, Kaizen ICT
Why now? Because conversations are your best asset
There’s a lot of hype around what AI "can do", but the reality is, AI is here, now. We've got all these systems that can be seamlessly connected. And we've got these great solutions like Aircall using AI to capture data that was previously offline. At Kaizen ICT, we’re focused on building the right architecture for today’s problems and tomorrow’s opportunities. By partnering with Aircall, we’re helping our combined customers unify their disparate systems, tighten processes, and make better, real-time decisions that lead to increased revenue.
But the opportunities are about more than efficiency. They’re about using AI to fully secure the most valuable data your organization has:
“ “Conversations are the raw truth of your business. Once you capture them, you can reverse-engineer everything that matters — playbooks, personas, even product strategy. Without that, every AI initiative is theatre.”
Marcus Riquier, Chief Growth Officer, Kaizen ICT
Customer expectations aren’t slowing down—and neither can you. Get the guide that shows you how to implement AI quickly and confidently, before inefficiency costs you more.
Published on September 30, 2025.
