This is the DaVinci integration with SAP C4C and Amazon Connect. As you can see, the DaVinci toolbar is a floating iframe, which includes the Amazon Connect UI embedded within it. Being a floating frame, it can be moved across the screen, allowing agents to access different areas of the CRM. The toolbar can be minimized completely to provide a full view of the screen and brought back up quickly using the phone icon at the top.

At the top of the toolbar, we have the DaVinci Global Presence. This feature tracks agent presence across multiple channels. For this demonstration, we’ll focus on a live telephone call. Agents can set their status to “Not Ready,” “Break,” or “Offline” in the Amazon Connect UI, and these changes are reflected in DaVinci’s Global Presence. Similarly, setting the status to “Available” in DaVinci updates Amazon Connect in real-time.

Next, we’ll place a live telephone call. When a call comes in, it pops to a contact within SAP C4C. Once connected, call controls appear in the Amazon UI, offering options like hold, mute, transfer, or direct dial to another agent. After ending the call, the system transitions the agent to after-call work, but they can quickly set themselves back to “Available.”

The click-to-dial feature is also demonstrated. If an agent and customer are disconnected, the agent can minimize the frame, navigate to the customer’s timeline, and open the activity. By clicking the customer’s phone number, the toolbar automatically initiates a live outbound call to the saved record.

These are just some of the key capabilities of the DaVinci integration with SAP C4C and Amazon Connect.