An Interaction Orchestration Platform
Organizations utilize DaVinci anywhere customer engagement happens (contact centers, brick-and-mortar, field service, self-service, etc.) for better customer and employee experiences. We integrate and support best of breed apps, platforms and tools that empower both standard and custom use cases through a low code model.
Integrate endpoints, orchestrate workflows, track customer journeys and context (& more) in real-time across CCaaS, CRM AI and IOT with DaVinci.
Pure Cloud and/or Premise
Experience a pure cloud contact center or use our DaVinci Premise app to connect to premise communication platform(s) if needed
Utilize advanced features with DaVinci Agent like screen pop, click-to-dial, agent analytics, quick add and more
Powerful Plug & Play
Invent you ideal contact center by leveraging Creators Studio to connect Oracle CX Sales & B2B Service to additional 3rd party apps or build your own. DaVinci is built upon Cisco’s Fusion technology.
Key Features of DaVinci for Oracle CX Sales & B2B Service
Integrated Toolbar with Agent Status and Contextual Call Controls
Agent status and Contextual Call Controls are presented based upon the requirements of your contact center. This gives agents the needed controls right within the toolbar, eliminating the need to switch to other tools.
Pre-defined Call Notes
These can be configured based upon agent needs. They save time and can be leveraged in metrics and analytics.
Automatically pops a customer’s account and ticket information upon receiving a phone call, chat or text so the agent has a chance to find out about who is calling before answering the call. This saves agents time because they don’t have to manually look for customer records and gives them context (name, incident ID, status, etc.) about who is calling to provide personalized customer service.
This turns phone numbers within Oracle CX Sales & B2B Service into clickable links for agents to place outbound calls, eliminating the need for an agent to enter in a phone number manually. This not only saves the agents time, but ensures they are dialing the correct number.
Plug & play any combination of CRM & communication channels:
CRM: Microsoft Dynamics, Oracle CX Sales, Oracle CX Service, Oracle Siebel, SAP Sales Cloud, SAP CRM, Salesforce, ServiceNow, Zendesk
Communication: Amazon Connect, Aspect, Avaya, Cisco, Five 9, Genesys Cloud, Twilio, Twilio Flex
Supported Oracle Solutions
An Oracle Gold Partner since 2001, AMC Technology supports contact center integrations for the following Oracle solutions.
Supported Oracle Solutions
- Oracle CX Sales & B2B Service
- Oracle CX Service – B2C
- Oracle Siebel
Available on Oracle Cloud Marketplace
Oracle CX Sales & B2B Service Resource Center
Oracle CS Sales & B2B Service Datasheet