DaVinci: Going Beyond the Fixed Feature MindsetAugust 6, 2020Most of you know DaVinci as a hybrid contact center solution that integrates contact center with CRM platforms, but did you know that DaVinci is actually so much more. We’re an iPaaS platform that let’s you go way beyond the fixed feature mindset. What does this mean for AMC? Three years ago at an offsite planning meeting… Read more →
Call Center Support During COVID-19May 13, 2020How The DaVinci Platform Can Help You Get Through This Crisis Call centers are the voice of an organization. People want to talk or chat with a live person to resolve an issue or get assistance with their concerns. It is reassuring to be able to reach a real person during this crisis and get… Read more →
Improving Contact Center Agents’ Motivation & ProductivityApril 28, 2020How business leaders can keep their contact center employees engaged during the COVID-19 Pandemic Over the past several weeks, we’ve all been flooded with a wide range of information from news outlets, social media, and personal conversations. During this time, every business has had to determine how they will address this global pandemic that is… Read more →
Matching our personality with our mission for our 25th birthday year!January 16, 2020A summary of our re-brand from marketing’s perspective We’re turning 25 this year. If AMC Technology was a person we’d be entering into a new age bracket – the one where you can do the mature adulting activities like renting a car hassle free, but still feel like you’re not far removed from the college… Read more →
DaVinci Platform features and future developmentsOctober 21, 2019This month, AMC Technology is celebrating the one year anniversary of introducing DaVinci, its cloud-based flexible contact center platform, on the market. As the teams have been reflecting, celebrating and planning for 2020, I had a discussion with Anthony Uliano, Founder and CTO of AMC, and Praveen Ravela, Product Owner at AMC, about the enhancements brought… Read more →
Fun at work: using activity-based learning to boost productivitySeptember 19, 2019We learn better when we’re having fun. At AMC Technology, we’re trying to find ways to incorporate fun into our work to increase engagement and improve learning and valuable outcomes. Embracing change through positive learning As humans, we’re naturally a bit averse to change. We’ve learned it. Yet, we’ve also learned that change is inevitable… Read more →
Let’s Talk About Knowledge Workers!June 1, 2019Often times when I’m asked what our software does, I talk about what we do for contact center agents. It’s easy to explain the benefits of computer telephony integration for your agents, as everyone has a negative call center story they can share. Endless call transfers and repeating information over and over again are easy… Read more →
Hybrid approach for contact centers: Do you really need it?May 30, 2019It seems like every few years new buzzwords take over the tech scene. A few years ago everyone begin talking about the cloud, but as IT departments began evaluating transitioning to the cloud, it became apparent it wasn’t a wise decision for each organization to jump into a cloud migration. Which brings us to “hybrid,”… Read more →
5 Ways to Shorten Average Handle TimeMay 11, 2019Average Handle Time (AHT) is one of the most critical metrics for today’s contact center. AHT is the amount of time from the start of a customer interaction to it’s end, including, time spent interacting with an IVR, wait time, hold, time, and talk time, averaged across all your customer interactions. When customers reach out,… Read more →
Understanding Common CTI FeaturesApril 21, 2019Each contact center integration project has specific and necessary requirements that are needed to increase agent efficiency and improve the customer journey. Identifying a product that leverages market experience to design and fulfill most requirements is recommended. The goal of a quality integration project is to track, record and store customer information so that the… Read more →
