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CRM and CTI Solutions for Salesforce, Dynamics, ServiceNow, Zendesk, SAP, and Oracle
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Let’s Talk About Knowledge Workers!

June 1, 2019

Often 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 →

Filed Under: Contact Center Tips, DaVinci, Twilio Tagged With: contact center, CTI, DaVinci, Knowledge Worker

Hybrid approach for contact centers: Do you really need it?

May 30, 2019

It 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 →

Filed Under: Uncategorized

5 Ways to Shorten Average Handle Time

May 11, 2019

Average 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 →

Filed Under: Contact Center Tips

Battle for the Single Pane of Glass

May 8, 2019

Now 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 →

Filed Under: Contact Canvas Customers, Twilio Tagged With: Agent Experience, CCaaS, CPaas, UI, UX

Understanding Common CTI Features

April 21, 2019

Each 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 →

Filed Under: New to CTI Tagged With: Click to Dial, CRM and CTI Integration, CTI Dictionary, CTI Features, CTI Glossary, Improving Agent Efficiencty, Microsoft Dynamics and CTI Integration, Omni Channel, Salesforce and CTI Integration, SAP and Salesforce Integration, Screen Pop

Meet our Marketing Intern, Alexis

April 15, 2019

AMC 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 →

Filed Under: Uncategorized

Creating a Marketing Launch Plan that Isn’t Scary

October 30, 2018

Your 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 →

Filed Under: Uncategorized

Migrating Your Premise Contact Center to the Cloud

October 30, 2018

The 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 →

Filed Under: Contact Center Tips, DaVinci, Picasso, Twilio Tagged With: DaVinci, Picasso, Twilio

Twilio Flex(ing) it’s Contact Center Muscle

October 23, 2018

Twilio 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 →

Filed Under: Twilio Tagged With: CCaaS, DaVinci, Twilio

DaVinci – AMC’s New Cloud Contact Center Solution

October 1, 2018

DaVinci 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 →

Filed Under: Company News, DaVinci, Picasso, Twilio Tagged With: CCaaS, Cloud Contact Center, DaVinci, Picasso, Twilio

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