Enterprise XiPaaS for Enterprise Contact Centers with DaVinci Inventor
Delight customers with a fully customized contact center
Want more than out-of-the-box features? Go a step beyond DaVinci and partner with us as an Inventor to solve unique challenges specific to your contact center by customizing, extending or enhancing DaVinci.
Go beyond the box – DaVinci’s XiPaaS platform is designed to be extended, enhanced or customized quickly for each and every customer use case needed.
Own the UI
Have complete control to customize or add new functionality of your solution as it rolls out to different end-users.
Connect with any app
DaVinci works with any communication channel, so you’re not limited to using a single, and often costly, communication infrastructure. Plus, you can connect custom apps, too.
What can you do with a customized contact center?
Real Inventor customers enhanced DaVinci to make their contact center work how they need it to in these scenarios:
Secure payment integration for tolling company
Integration between Twilio and SAP CRM that allows toll company to submit credit card information that meets Payment Card Industry Data Security Standard (PCI DSS). A custom created DaVinci form was created for users to input credit card information through Twilio and bring the authorization to SAP CRM.
Custom built app extends DaVinci functionality
A well-known credit card company built a custom app for its sales assisted users that allows them to edit past call activities using a more custom UI, display business translation with more meaningful data to agents and match click-to-dial on all past entities, not just associated account due to the open framework DaVinci provides.
Integration between cloud and premise applications that comply with both GDPR and PII regulations helped a medical information contact center that targets clinical research organizations. Intelligent caller data is automatically cross-referenced to known customer data on the first ring, which allows clinical research organizations serving multiple clients to identify company, product and customer details in multi-tenant environments.
Incorporating 3rd party solution into agent UI
A third party chatbot was incorporating into the agent experience to augment the data presented when a call comes in. The chatbot works with any of the telephony apps DaVinci supports.
Go beyond fixed feature
DaVinci Inventor provides Computer Telephony Integration (CTI) to a library of pre-built applications + XiPaaS (Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.
“DaVinci has saved us so much time from an efficiency standpoint, and hard dollars as well. We were going to four to five systems to authenticate the customers, now, all of this information comes in from a screen pop, eliminating the extra effort.”
Connie Romay, Senior Vice President of Retail Deliverable & Innovation Manager