What is DaVinci?
DaVinci is the first and only iPaaS contact center platform that gives customers the freedom and flexibility to mix & match apps to quickly design a custom agent experience. The DaVinci Platform hosts a variety of pre-existing apps that integrate fully with the industry’s leading CRM and CSM systems, and the open architecture encourages users to develop custom apps that serve unique contact center needs today and in the future.
What is Open Architecture?
The DaVinci Platform was built not only to serve call center needs of today, but also provide a flexible and scalable solution to facilitate growth, accommodate seasonal needs and respond to an evolving CTI landscape. An open architecture, or framework, provides extensibility to a call center’s capabilities, allowing for fast and easy implementation of pre-built apps and even non-CTI customizations. DaVinci Creators Studio comes with a library of apps from AMC’s Development Partners, representing best of breed CRM, CSM and telephony providers, as well as some additional non-CTI apps that improve a call center’s agent experience.
How do you differentiate from other cloud-based solutions?
The DaVinci Platform is a true iPaaS, or Integration Platform as a Service, which means our system integrates with most CRM/CSM systems right out of the box. Within the DaVinci Creator Studio, users can plug & play app integrations to customize their solution to meet varying agent needs in a single pane of glass.
Is DaVinci cloud-based only?
The DaVinci Platform is the first full-spectrum solution for cloud, on-premise and hybrid contact centers!
What is DaVinci Creators Studio?
DaVinci Creators Studio is a portal where users can browse, add, and configure apps and users to create a custom call center experience. For example, customers can configure Skype for Business for agent to agent chatting, Twilio Flex for voice and customer chat, and Vonage/Nexmo for SMS handling for a true omni-channel experience.
With which CRM systems does DaVinci integrate?
The DaVinci Platform solution comes with pre-built apps for Salesforce (Classic and Lightning), Microsoft Dynamics, ServiceNow, SAP C4C, SAP CRM Web/Win, Oracle Siebel, Oracle CX Product Suite (Oracle Engagement Cloud, Oracle Service Cloud), and Zendesk. The open API allows for leveraging custom-built apps to extend contact center functionality and design a true omni-channel experience.
With which telephony systems does DaVinci integrate?
The DaVinci Platform solution comes with pre-built apps for Avaya (IP Office, AES, AACC, AIC), Cisco (UCM, UCCX, UCCE), Aspect (UIP), Nexmo, Ring Central, DaVinci Contact Center (Powered by Twilio), and Twilio Flex. The open framework allows for leveraging custom-built apps to extend contact center functionality and design a true omni-channel experience.
How long does it take to get my contact center up and running?
For solutions that are 100% cloud-based, DaVinci can be up and running in a matter of minutes. For Hybrid and Premise solutions, implementation is a matter of hours.
Can I build out my own solution or do I need to pay for services?
Depending on resources and specialization, customers can easily incorporate new features and channel apps by hiring a third party, building out in-house or by hiring AMC’s team. We provide all the information that is required to complete a solution from beginning to end and offer help along the way. Either way you want to tackle the solution, we have you covered.
Does the DaVinci UI support handling of ‘tasks’ as opposed to just voice or digital channels?
Yes! DaVinci’s powerful platform enables customers to build solutions from the Creative Cloud ecosystem of apps that add functionality to the solution. Agents can incorporate external data sources to bring new capabilities from automated agents to common tasks such as speed dial.
Can you integrate legacy technology to cloud applications?
Yes! The DaVinci SDK and API enable developers to build component apps that integrate new and legacy applications and communications channels, even add new functionality to existing communication solutions.
Do you offer API Management?
AMC provides sample DaVinci APIs for you to easily integrate with, so you can easily build your ideal contact center. Build your own app or extend AMC’s DaVinci apps with new features and custom flows. Visit our API library for samples, code snippets, templates and open source for all AMC DaVinci apps.
Which Industries use your services?
DaVinci is improving communication for contact centers that support legacy brands across multiple industries, and continually expanding. From education to travel, insurance, medical and manufacturing, read about some of our customer success stories here.
How Scalable is the Solution?
We encourage contact centers to go beyond the fixed feature mindset of an out-of-the-box solution. DaVinci is an integration platform that will support the growth and evolution of your business.
Do you provide support for maintaining the solutions?
AMC includes Standard Support with defined SLAs for all software license purchases with a current subscription. You can also purchase Professional Services for help with installations or troubleshooting complex scenarios. We are committed to providing our customers with the highest quality support and offer multiple options for communicating with our Success Engineers. Visit our Support Services page for more.
