Enterprise Routing with DaVinci and Twilio TaskRouterJune 1, 2019Written by Anthony X. Uliano, Founder / CTO of AMC Technology – Originally posted by Twilio. Customer service has come a long way in the past few years. Businesses have made a significant investment in their systems to improve the customer experience, and they’re seeing the results in higher CSAT scores. However, many of these… 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 →
Battle for the Single Pane of GlassMay 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 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 →
Meet our Marketing Intern, AlexisApril 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 ScaryOctober 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 CloudOctober 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 MuscleOctober 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 →
