5 Ways to Shorten Average Handle Time May 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 →
Battle for the Single Pane of Glass May 8, 2019Now more than ever contact centers are taking center stage as one of the key components to a successful business. How they organize the information for their agents plays a critical role in the overall success of the customer interactions, the ability to reduce call handling time, maximize single call resolutions, and maintain engaged agents through… Read more →
Understanding Common CTI Features April 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 →
Meet our Marketing Intern, Alexis April 15, 2019AMC is proud of the relationship we have with VCU to offer development and marketing internships that help develop students for the real world. This spring we were fortunate to have Alexis as a marketing intern and are sad to see her time with AMC coming to a close. We spent some time catching up… Read more →
Creating a Marketing Launch Plan that Isn’t Scary October 30, 2018Your developers have been heads down on a new product for months, and despite the buzzwords floating around the office, most of the people within your organization aren’t even quite sure what this product does. Now, its your job to figure it out, give it an identity and explain why anybody would even want it. If… Read more →
Migrating Your Premise Contact Center to the Cloud October 30, 2018The movement from premise IT infrastructure to cloud-based IT infrastructure is well established and most companies have made a full or partial switch. Many companies are now using cloud-based applications, like Salesforce.com, and are further reducing their datacenter footprint by virtualizing on Infrastructure as a Service offerings from Amazon Web Service or Azure, or building on a Software as a Service approach. Some companies have even embraced new cloud-based development environments, like… Read more →
Twilio Flex(ing) it’s Contact Center Muscle October 23, 2018Twilio announced earlier this year a plan to offer Twilio Flex, a major new Contact Center as a Service offering into the somewhat crowded market. With SIGNAL, Twilio’s annual Developer and Customer Conference, happening next week we’re bound to hear more exciting news about this new platform. Twilio Flex is not only the latest CCaaS… Read more →
DaVinci – AMC’s New Cloud Contact Center Solution October 1, 2018DaVinci is the cumulation of 23 years of experience in the CRM and contact center integration space. As companies more strongly consider moving away from premise-based communication platforms and onto cloud-based platforms, we wanted to provide a framework to companies to ease this transition. So we created DaVinci, a pure-cloud contact center and CRM… Read more →
5 Ways to Make Sure Your Internship Rocks: What we learned after surviving (& eventually thriving) five summer programs September 7, 2018Congratulations. You’ve decided that you want to start an internship program with your company. Although, you may have some doubts as to just how successful it could be. You’ve read articles online, and the recruiting process seems pretty straight forward. However, it sure would be great if you could get some pointers from a business… Read more →
Is everything in the cloud? June 28, 2018A high-level overview of the differences between cloud and on-premise solutions for contact centers. It seems as if everyone is talking about “in the cloud,” and with all the noise around the cloud, the common perception is that it must be better, making many organizations jump on the cloud bandwagon. However, it is important… Read more →
