Salesforce CTI Integration Create the contact center you want with the flexibility of DaVinci TALK TO A SPECIALIST Pure Cloud and/or Premise Experience a pure cloud contact center or use our DaVinci app to connect to premise communication platform(s) if needed Advanced Features Utilize advanced features with DaVinci Agent like screen pop, click-to-dial, agent analytics, quick add and more START FREE TRIAL Powerful Plug & Play Invent your ideal contact center by leveraging Creators Studio to connect Salesforce to additional 3rd party apps or build your own DaVinci for Salesforce Sign-up for a Free Live Demo Why it’s the best way to get information specialized to your needs: One of our Salesforce team specialists will guide you through the features of our solutions for Salesforce We’ll answer ALL of your questions We’ll even base your session on your needs – if you need coaching to explain benefits to a team of decision makers or maybe you just prefer the technical details, we’ll structure it that way for you! Advanced Features Elevate your contact center with smart telephony and Omni-Channel features GET FULL LIST OF FEATURES Screen Pop Automatically pops a customer’s account information upon receiving a phone call (or chat, text, email, etc.). This gives the agent the opportunity to know the caller before answering and also saves time by providing the agent with call context (name of caller, last purchase, status, etc.). This eliminates the need for manual lookup of customer records and helps to provide your customer with a memorable customer service experience. Click-to-Dial This turns phone fields within Salesforce CRM 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. Contextual Call Controls Telephony controls (hold, warm transfer, blind transfer, conference, etc.) are presented based on the status of the call and/ or the requirements of your contact center. This gives agents the needed controls right within the toolbar, eliminating the need to switch to other tools. Agent Analytics With automatic call and Omni-Channel logging with time stamps, agents can make knowledgeable decisions based on comprehensive and accurate data and access telephony and/ or Omni-Channel reporting directly within Salesforce CRM. Customer Screen Transfer Whenever a call is transferred to a different agent, the same account is populated to the next agent. This gives the agent receiving the call all the information, so the customer doesn’t have to repeat information. Automatic Call & Activity Logging Call activities are pre-populated or generated automatically to ensure fewer errors and omissions, so administrators have better tracking of agents activities and customer history. This ensures the data that is reported on is accurate, so managers can make data driven decisions that impact the contact center. Omni-Channel Turns business objects into work items that can be assigned to agent queues in CRM for a truly blended user experience. We enable Salesforce Omni-Channel work items like chat, SOS video calls, leads, case, social media posts, custom objects, 3rd party work items and telephony. Available in both classic & lightning. As a Certified Member of the AppExchange, AMC develops phone and Omni-Channel integration solutions for Salesforce.com™. Through the standard Salesforce user desktop and Salesforce Lightning, the Salesforce Service Cloud, and Salesforce Open CTI, AMC provides pre-packaged integration for leading voice solutions including Aspect, Avaya, Cisco, Amazon Connect, Twilio, and others. Please visit the AppExchange website to learn more about our certifications for salesforce.com™. AMC is proud to be a member of the “Power of Us” program. We work with the Salesforce.org™ Foundation to donate licenses to nonprofit organizations to help them reach more people more quickly. Visit their website to find out more about the program, or contact us to see if your organization is eligible for the program. Supported Salesforce Solutions Salesforce Classic Console Salesforce Lightning DaVinci for Salesforce amplifies the power of Lightning Message Service, Platform Events and Visual Force with our specialized iPaaS Salesforce Resource Center Datasheets Salesforce Datasheet Are you ready to discover how our solution can help shave seconds off of your contact center call times & agent work activities? Salesforce Features List This comprehensive list has over 30+ features unique to our solution, all in one summarized sheet. Case Studies Canon Financial Services Read how Canon agents were able to do all work within our toolbar without flipping back and forth between applications. Putnam See how we helped Putnam transition smoothly from one platform to another under a very tight deadline, after one of our competitors was unable to finish their project. TriNet Learn how TriNet was able to decrease agent call handling time by 12-15 seconds per call using our Salesfore solution (what we like to call "Contact Canvas").
