Earlier this year UC Today bought you the news that AMC Technology, one of the world's leaders in contact centre and communication CRM integration, were set to launch their pure cloud platform, and now it is here. DaVinci is the culmination of AMC's 23 years of experience and investment in the CRM and contact centre integration arena. The brand new, pure cloud platform, aims to assist organisations journeys to cloud-based CRM and contact center solutions.
CTO and founder of AMC, Anthony Uliano spoke to UC Today to tell us all about their latest offering which he believes can radically transform the market.
"I can’t tell you how excited I am for my company to launch DaVinci. We’ve been working behind the scenes for well over a year and it’s great to see our vision come to reality. I look forward to everyone trying out DaVinci and getting feedback from the industry as a whole."
Anthony explains that they have approached the inception of DaVinci from the most innovative perspective, with the end goal of making the platform as effective and transformative as possible for customers. The platform is application based so customers can add a variety of pre-existing and custom apps to their DaVinci profile and be up and running with CRM integration in minutes. The platform will be immediately available with prefabricated CRM applications designed to cater for all the major players within the industry such as Salesforce, Microsoft Dynamics and SAP. There will also be pre-built applications for communication tools like Skype for Business, Amazon Connect, Vonage/Nexmo, RingCentral, and Twilio Flex. The platform will also include a pre-built app to Picasso, AMC’s premise Contact Canvas platform and this wealth of readily available connectivity will enable customers to quickly design and implement a unique agent experience.
From the outset, AMC have been focused on enhancing the benefits for customers by aligning a variety of communication channels through this application-based architecture. The apps are housed within DaVinci's cloud framework, which enables each app to share data and events with other apps. This gives DaVinci the ability to manage presence across channels, collect agent and channel metrics, and share data with CRM applications. Features like screen pop, activity creation, call notes, omni-channel routing, and advanced reporting are all possible across a wide variety of channels.
Anthony explains how the unique features of DaVinci can be hugely advantageous for organisations in the real world who want to utilise multiple platforms.
"Customers, for example, could configure Skype for Business for agent to agent chatting, Twilio Flex for voice and customer chat, and Vonage / Nexmo for SMS handling. All these channels would be available for the agent and DaVinci would manage them all whileallowing customers to mix the best of breed solutions to provide a seamless agent experience."
This ability for DaVinci to consolidate different communication platforms and present them as one seamless experience for an agent, will enable organisations to optimise their selection of communication tools and massively enhance end customer experiences. The tool selected for each communication channel can be selected purely on its merit and benefits, rather than the ease of its integration into a CRM system.
"We’re going beyond other solutions in the market, by creating even deeper CRM integration. In addition to the standard features typical softphone toolbars offer, AMC has a whole effort around what we call Interaction Augmentation, where we are augmenting what the agent is already doing through additional automated support."
As an example, AMC will be offering real-time language translation across the applications that support text based channels. This will allow agents to have text-based communication translated in real-time. On top of that AMC will provide sentiment analysis for each interaction that can be presented to the agent for immediate feedback and stored within the CRM system for enhanced reporting and training. These sorts of enhancements can dramatically enhance an organisation’s ability to evaluate, and improve their CX provision. Using contextual analysis, the DaVinci platform will also be able to present suggestions to the agent, like knowledge base articles or search for existing cases, without the agent being required to initiate those searches. All of these features are designed to save agents and their companies time whilst improving the efficiency and efficacy of the contact centre.