Blogs - AMC Technology

Why should you move beyond voice channels?

May 19, 2022

57% of customers would rather contact companies via digital media such as email or social media rather than use voice-based customer support. Find out what the average age of your customer is. Knowing your customer’s average age is huge in understanding which additional channels you should implement into your customer journey, if any. Customer experience expectations... Read more →

How to Appeal to Millennials & Gen Z in your CX Tech Strategy

May 18, 2022

Millennials surpassed Baby Boomers as the largest living adult generation in 2019, according to the U.S. Census Bureau. And as of July 2021, Millennials are still in the lead (27.7%), and their younger siblings, Gen Z (25.6%) aren’t far behind. Knowing your customer’s average age is huge in understanding which additional channels you should implement... Read more →

Amazon Connect & SAP Cloud Integration for Call & Contact Centers

May 11, 2022

AMC Technology's DaVinci provides integration for SAP Sales Cloud & Amazon Connect for any sized contact center Amazon Connect, SAP Sales Cloud and DaVinci Integration DaVinci is a powerful, turnkey CTI platform that lets contact centers agents and their customers have more delightful interactions. Call centers looking to incorporate features and functionality beyond what is... Read more →

What are the Top 10 Benefits of Call Transcription?

May 9, 2022

First, call transcription is the conversion of spoken conversations between an agent and a customer to digital text. Call transcription can be processed after a call and stored in a database for analysis at a later time or can be transcribed in real-time during the conversation. Call Transcription is becoming more popular as companies work... Read more →

Designing financial organizations’ contact center tech for customer centric experiences

May 6, 2022

The influx of consumers interacting with contact centers has increased since the pandemic. What was originally quickly forced as people no longer had the option to visit physical locations, has transitioned into financial organizations implementing new technologies to keep up with growing demands and shifts in the way consumers communicate. Yet, now that the world... Read more →

Amazon Connect & Microsoft Dynamics Integration for Call and Contact Centers

May 5, 2022

AMC Technology's DaVinci provides integration for Microsoft Dynamics & Amazon Connect for any sized contact center What is Amazon Connect? What is Microsoft Dynamics 365? Amazon Connect, a product extension of Amazon’s in-house contact center software, launched in 2017. Amazon Connect is a cloud-based contact center solution that gives customers the tools they want to customize... Read more →

Will contact center agents work remotely in 2022-2023?

April 19, 2022

While some business leaders are trying to overlook “the great resignation” and urge employees to come back to the office, many data scientists believe remote work is here to stay. According to Ladders research, 25 percent of professional jobs will be remote by the end of 2022 and new remote opportunities will increase into 2023…. Read more →

How a digital transformation of your contact center can reduce call volume

April 19, 2022

Creative ways to reduce call volume with a contact center digital transformation because it isn’t just about reducing costs, if done correctly it can be used to create delightful customer experiences. Optimize your IVR or IVA Flows Spending time evaluating how your IVR (Interactive Voice Response) is directing calls or even migrating to an AI,… Read more →

Contact Center Telephony: Is it time to move from premise to cloud?

April 18, 2022

While there is no questioning that the pandemic sky-rocketed digitization efforts by contact centers across the globe, some companies have found creative ways for their agents to work and continuing to run on premise telephony systems. While your IT team might be content with the fact the technology is working and they don’t have to... Read more →

Key Players in the Digital Transformation of Contact Centers

April 15, 2022

The technologies driving the digital transformation The digital transformation for contact centers isn’t just a buzz-term, but what are the technologies at the center of it? Cloud Contact Center Having all of the applications your contact center uses to operated fully in the cloud allows all of the customer data to be in one location,… Read more →

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