AMC Technology has partnered with Carnival Cruise Line to enhance its call center operations by integrating the DaVinci App for NICE CXOne with Carnival’s modernized customer service environment. The integration, powered by the new Oracle Siebel SCAPI, streamlines real-time communication, boosts agent productivity, and ensures a secure, adaptable solution tailored to Carnival’s future needs.
AMC Technology, a partner of Carnival Cruise Line for over 14 years, is proud to announce its role in transforming Carnival’s call center experience through a comprehensive integration of DaVinci’s platform with Carnival’s newly modernized customer service environment. The project marks a pivotal step in Carnival’s move to the cloud-based NICE CXOne solution, all while using AMC’s innovative DaVinci App for Oracle Client-Side Siebel Client-Side Communications API (SCAPI).
“Our collaboration with AMC allowed us to embrace a more scalable, flexible and future-proof contact center solution. With the help of DaVinci Toolkit and the newly launched SCAPI integration, our agents can now access enhanced customer data faster and with greater accuracy, significantly improving the overall experience for both customers and staff,” said Kevan Harrison, AVP, IT Shoreside Business Systems, Carnival Cruise Line.
The newly launched Oracle Siebel SCAPI Programming Interface is a cutting-edge API that enables real-time communication between Siebel CRM and cloud-based contact center solutions. Designed to replace legacy integration with a modern, flexible integration layer, SCAPI empowers companies like Carnival to seamlessly transition to advanced cloud systems such as NICE CXOne while retaining the key functionalities of their existing CRM platform. This innovation not only simplifies integrations but also boosts agent productivity by streamlining access to customer data across platforms.
DaVinci is AMC Technology’s vendor-agnostic integration toolkit that has evolved from over 30 years of experience in the contact center space. Built to make implementations faster, more flexible, and secure, DaVinci allows companies like Carnival to solve customer problems using a modular, low-code platform. Unlike pre-built, fixed-feature solutions, DaVinci combines AMC’s deep expertise with powerful tools that offer more functionality at a lower cost than custom-built projects. It functions as a versatile “Swiss Army knife” for integrations, ensuring that businesses can quickly adapt to changing customer needs and technologies.
The newly launched DaVinci App for Client-Side SCAPI was a critical component of the transition, enabling real-time integration between Carnival’s cloud contact center applications and their Siebel CRM. Within days, AMC’s team delivered a proof of concept showcasing the integration’s capabilities, ensuring Carnival’s call center operations remained secure, flexible, and capable of adapting to future needs.
“We’re proud of how this integration underscores DaVinci’s flexibility and scalability,” said Anthony Uliano, CEO at AMC Technology. “Our platform empowers businesses like Carnival to modernize their call centers without the need for expensive custom-built solutions. With DaVinci, Carnival maintains control over their data and system configuration, ensuring their contact center remains adaptable to their future growth and needs.”
About AMC Technology
AMC Technology is a global leader in contact center orchestration, bringing people together through great interactions since 1995. We improve interactions between agents, customers, businesses, and communities through our flagship product, DaVinci™. DaVinci is a dynamic toolkit designed to orchestrate complex use cases for contact centers and enhance customer experiences. As a hybrid of pre-built and custom-built solutions, it offers an ideal combination of a feature-rich platform with exceptional flexibility. Leveraging years of industry expertise, DaVinci offers a flexible and secure solution that simplifies implementation and delivers superior functionality compared to traditional pre-built solutions.