Transcript:

Hello, I’m Susanna Pinch, Customer Success Manager here at AMC Technology. All the Neem Industries recently approached us seeking a unified interface for their agents in sales and customer support, relying on SAP CRM and Avaya ACCS. With their 24/7 call center, even a 30-minute downtime is unacceptable. Since implementing DaVinci, we’ve witnessed remarkable productivity enhancement through seamless integration. Agents now only need to log in once, streamlining their workflow.

I recently spoke with Hussein Akar, an IT analyst from Alghanim, to learn more about the steps between the first contact and the implementation.

The process was very easy and fast; everything was totally organized and as planned. They have fully transferred the customer to sales, allowing for conference or warm transfers. They tested it, and we found everything matched what was proposed at the beginning and what we offered. The integration was easy with SAP, and we faced no issues.

There were some security firewalls to open, but once everything was set up and configured, it has been working fine without any issues after applying the DaVinci application on the cloud. We had three levels of authentication, which we decreased to only one, and it is working very well.

That’s really nice because this way, when the agents log in, they don’t have to log in three times. Yes, it’s beautiful! And if they get disconnected for any reason, it’s much easier to reconnect. The whole purpose of the solution is to make their lives much easier; we don’t want to keep any small remarks.