Reimagine the Contact Center Architecture

DaVinci Toolkit

Kickstart a flexible, secure, scalable contact center solution that keeps pace with changing systems, channels, and customer expectations.

The DaVinci Toolkit Simplifies Complex Contact Center Stacks and Supports Custom Use Cases

Many contact center platforms arrive as finished systems. They assume your workflows, integrations, and channels will fit inside the platform.

Most environments do not work that way.

Your organization likely runs multiple CRMs, multiple communication platforms, on-premise and cloud technology, or internal systems that hold critical customer data. The DaVinci Toolkit connects these systems and allows your team to design bespoke customer and agent experiences. The result is a contact center architecture that can evolve without forcing a platform replacement.

Orchestrate CRM, CCaaS, and AI Into One Experience

AMC Technology helps you get more from the technology you already have. We connect your CRM, CCaaS platforms, AI services, and internal applications into a single, cohesive experience so your agents and customers feel the difference, not the complexity.

We work around how your business actually operates. Rather than forcing you into a fixed product model, we design workflows, agent experiences, and customer journeys that reflect your real operational needs, combining pre-built integrations with custom logic tailored to your environment.

Our approach to AI is practical and cost-conscious. We help you apply intelligence where it genuinely moves the needle, routing tasks to the right models at the right moments so you get measurable value without runaway consumption costs.

We also help you do more with the data you’re already generating. A single customer interaction can power agent notes, summaries, next best action recommendations, quality management workflows, and downstream reporting, all from one pass. That means less duplication, lower processing costs, and faster time-to-insight across your entire contact center environment.

Signal-Driven AI Orchestration

DaVinci is not a traditional product, it’s an adaptable framework designed to accelerate AI adoption across the contact center. Instead of relying on brittle point-to-point integrations, DaVinci captures and orchestrates real-time signals across your ecosystem. By coordinating call events, media streams, transcription, and CRM context from phone systems, CCaaS, speech-to-text platforms and more, DaVinci enables organizations to rapidly activate AI-powered experiences for both human and AI agents.

Real-Time Signal Coordination

DaVinci ingests signals from across your communications stack, call events from phone systems/ CCaaS, transcription and CRM data, creating a unified, real-time understanding of every interaction.

Orchestrated AI Workflows

By coordinating signals across systems, DaVinci enables intelligent workflows inside Salesforce Voice, powering use cases like next best actions, automatic call summaries, case creation and unified routing.

Flexible Framework for AI Adoption

Unlike traditional products with rigid integrations, DaVinci provides a configurable orchestration layer that adapts to your architecture and use cases, accelerating the deployment of AI solutions for both human agents and AI agents.

DaVinci vs. Pre-Built

Many contact center platforms come as complete systems. They bundle routing, integrations, and experience design into a single vendor product. This can simplify the initial deployment. Over time, it can also limit how the environment evolves. DaVinci takes a different approach. It provides a toolkit that works across platforms and allows organizations to shape the experience layer independently.

DaVinci

Vendor Agnostic

Open Architecture

Built to be Continuously Enhanced

Data Remains Under Your Control

Pre-Built

Locked into a Single Vendor

Closed Architecture

Traditional Roadmap for Enhancements

Customer Data Returns to Vendor Cloud

DaVinci vs. Building Your Own

Some organizations consider building their own contact center architecture to maintain full control. This approach can work, but it requires long-term investment in development, infrastructure, and operational expertise. DaVinci provides a foundation that allows teams to design and extend their environment without taking on the responsibility of maintaining an entire platform.

DaVinci

Continuous Training

Continuous Enhancement

Built in IAM, Security, and Deployment infrastructure

Building Your Own

Cost of Building and Maintaining Expertise

Cost of Building and Maintaining Solution

Heavy Investment in Infrastructure

Core Components of the DaVinci Toolkit

The toolkit includes several components that support building and deploying customer experience solutions.

Full 3D Diagram of AMC Technology's DaVinci

DaVinci is a toolkit that gives CX leaders and solution architects the ability to meet the wide range or requirements for customer experience initiatives.

Separating customer requirements from specific vendor features for improved CX and IT outcomes. A layered approach of pre-built, low code/ no code and completely custom DaVinci apps to cover every use case from basic to highly complex.

Made to tackle specific business challenges head-on, DaVinci orchestrates specific use cases for better customer experience management in lead generation, order fulfilment, customer support, appointment scheduling and more.

Agents frequently work across several applications during a single interaction.

UI Layout Management allows organizations to design agent interfaces that match real workflows, bringing relevant information and actions into a single workspace.

AI interaction with contact center tech stack

Interaction data processed through DaVinci can support AI capabilities such as predictive analysis, sentiment detection, and conversational automation.

These capabilities can be applied within existing business applications.

Learn More

Deployment Framework graphic displaying the DaVinci CRM integration architecture

DaVinci simplifies and accelerates deployments of interaction management solutions through the following infrastructure services; identity and access management, and data management with day 1 data protection.

DaVinci’s event-driven architecture and enterprise application framework along with the largest collection of pre-built apps for leading CRM and contact center solutions gives CX leaders and solution architects complete control of the user experience.

Three Decades of Contact Center Work Shaped the DaVinci Toolkit

Over 30 years of contact center work teaches a simple lesson. Requirements change faster than roadmaps. DaVinci captures what has repeatedly shown up in real deployments. Multi system environments. Competing priorities between CX and IT. The need to ship improvements without breaking production.

The toolkit focuses on three things that matter when the environment keeps shifting.

Scalability

DaVinci adapts to any combination of AI, CRM, communication channels, and business processes, ensuring seamless growth as your needs evolve, without rebuilding the foundation.

Security

You own and control your data, ensuring it is secure, accessible, and used in ways that benefit your business while maintaining compliance and privacy.

Flexibility

You can customize workflows and integrations to fit your processes while controlling the platform’s direction by deciding how and when to scale or add features to meet your evolving business needs.

Accurate Reporting Increases Lead Conversions for Carnival Cruise Lines

“This enhancement has been a critical component to understanding and increasing lead conversion. Additionally, sales managers have more real-time and accurate call data, offering opportunities to impact today’s performance. It has been an effective tool to optimize agent and lead performance”

– Colleen Oliverio, Director of Strategic Initiatives

See Their Story