A quick explanation about how the CRM and CCaaS landscape is limited, forcing customers to align to vendor’s vision and not their own. The CRM and CCaaS Landscape Along with the explosion of cloud-based solutions, CRM applications and contact center as a service (CCaaS) has experienced considerable adoption as well. Unfortunately, neither the CRM and… Read more →
Enterprise Routing with DaVinci and Twilio TaskRouter
Written 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!
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 →
Battle for the Single Pane of Glass
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 →
Migrating Your Premise Contact Center to the Cloud
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 →
Twilio Flex(ing) it’s Contact Center Muscle
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 →
DaVinci – AMC’s New Cloud Contact Center Solution
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 →
