WAY beyond Screen Pop: A full CX platform

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DaVinci is an interaction orchestration platform that improves customer engagement across the enterprise.  DaVinci supports the best-of-breed applications, platforms and tools to drive innovative, engaging customer and employee experiences.  

DaVinci can be used where customer engagement happens, contact centers, brick and mortar in-store, field service, and self-service.   

DaVinci is made up of three core components: workflow orchestration, real-time context tracking, and a collection of DaVinci powered services across CCaaS, CRM, AI, and IOT to empower standard and custom use cases through a low code / no code model.   

DaVinci currently supports 5 categories of services: 

  • Endpoints 
  • Omni-Assist 
  • Sentience  
  • Flow 
  • Constellations   

Within each category are a collection of individual services that can be connected for unlimited customer engagement use cases. 

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Endpoints 

Endpoints is what drives the employee experience through a highly configurable user interface. DaVinci Apps exist for all major CRUtiM and CTI systems, IOT, Transcription, Sentiment Analysis, and reporting.  Apps can be added to a user’s profile to interact with these various services through a visual desktop experience.  All of these services rely on DaVinci’s workflow and real-time context tracking for interaction orchestration.      

Endpoints are commonly used with in a contact center to increase agent efficiency and improve customer service.  For example, a business selects the DaVinci App for Salesforce and DaVinci App for Amazon Connect, which powers capabilities like screen-pop, click-to-dial, and call activity.  Endpoints provides services that can be used across a variety of devices, like mobile, desktop, and tablets.   

Omni-Assist 

Omni-Assist includes services for agent and customer assistance, for things like transcription services, next best actions, automated knowledgebase, IVA, and Chatbot.  Services like Azure Cognitive Services for speech to text transcription, CCAI for IVA and next best actions are two major platforms included in Omni-Assist.  DaVinci Omni-Assist extends the capabilities of these platforms to work together as a single customer engagement scenario. 

Omni-Assist can be used across all interaction models – contact center, brick and mortar, field service, and self-service for highly customized experiences. 

Sentience 

Sentience is about gaining more insights and awareness of your customers.  Services in Sentience include sentiment detection, geo-location, and context tracking.  Sentience can be used to identify and monitor your customers actions, location, and intentions.  

For example, DaVinci Sentience can notify a bank manager when a particular customer walks into the branch, or read license plates of cars coming onto a dealership to automatically confirm arrival for a service appointment.   

Flow 

Flow allows organizations to automate work, circulate information from beyond the traditional contact center and create a more seamless experience as they engage with your organization on multiple channels. Utilize IoT data to proactively meet customers and create automated digital workflows that route customers efficiently as you scale your customer experience strategy.  

For example, a process flow that begins with a chatbot and ends with connecting the customer to the most appropriate agent to handle their request could be created. The flow could be designed to offer specific knowledge-based articles based on the customers’ request in the chatbot, which could add a tag to their account. If the customer is unable to use the self-service options, the tag on their account could route them to the agent most appropriate to resolve their issue. Flows to follow-up to ensure their problems were resolved could be generated after the interaction.  

Constellations 

Since DaVinci is at the heart of customer engagement and interaction orchestration, DaVinci can gather data, insights, and statistics across all interaction models.  Since DaVinci works across a variety of applications, platforms, and tools, DaVinci Constellations can be used to send this data into a data warehouse or data modeling tool like Tableu or PowerBI.   

Scenario

Let’s look at a typical interaction and see how DaVinci can be used to enhance it.   

Applying for Mortgage (with DaVinci) 

A bank customer applies for a mortgage, starts the application on the bank’s mobile app and then at a later time needs to go into the bank for signatures.   

Using DaVinci Endpoints, the customer is able to chat with a bank contact center agent regarding questions they have while filling out the application.  The bank contact center agent is able to see the customer’s progress and advise them on next steps.  An activity is automatically logged in bank’s CRM application along with a link to the completed loan application.   

A few days later, the customer receives an in-app notification that the paperwork is ready for signature.  The customer stops in at the local bank branch, and as they enter the branch, an automatic notification is sent to the loan officer on location that the particular customer has just walked in and presents the customer’s information on their screen.  The customer is invited to come into the loan officer’s office, and while discussing the mortgage application, the conversation is being transcribed through Omni-Assist and suggests to the bank manager to recommend a mortgage with an extra line of credit to help with the renovations mentioned by the customer.   

A full transcription of the interaction is stored and linked to the customer’s profile to ensure regulatory compliance and can be used by management to better coach the loan officer. All of the data associated with this interaction is stored within the CRM reporting database.   

In this example, DaVinci powered this interaction scenario with services from Endpoints, Omni-Assist, Sentience, and Constellations.   

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