Hi, I’m Tony Uliano, the founder and CEO of AMC Technology. I wanted to share a brief video addressing a question we’re frequently asked by our customers: How do you move from a premise communication system to a cloud communication system?

In this video, we will walk you through a scenario that starts with a premise deployment and then gradually migrates to a cloud deployment using our DaVinci platform. DaVinci is an orchestration platform that enables you to handle various channels, whether they are on-premise or in the cloud, and to orchestrate other aspects of those interactions.

You’ll see in the upper left that I’ll start with a profile that includes our DaVinci app for Cisco and our DaVinci app for Dynamics. I’ll first show you the agent experience in that scenario and then build on it, ultimately leading to a full cloud deployment.

Here you have Microsoft Dynamics and our DaVinci agent located on the right-hand side. As an agent, they set themselves to “ready,” meaning they can accept incoming calls. When they do that, you’ll see an incoming call, which triggers a screen pop that loads customer information into the Dynamics area on the left.

At this point, there are many other capabilities of the DaVinci agent, like click-to-dial, call activity tracking, and softphone control. However, the purpose of this video is to first show you this experience. This is a typical scenario where the communication platform is on-premise, using Cisco UCCE.

Next, I want to show you how we can add voice biometrics and see how that impacts the agent experience.

Let’s add voice biometrics to this agent experience. Through Creator Studio, the admin would simply go to the Nuance app, the DaVinci app for Nuance, and add that to the agent’s profile. There’s been some configuration happening behind the scenes, but for the sake of keeping this video short, we won’t go through that. Now we can see what the agent experience is like with Nuance voice biometrics.

Again, you see Microsoft Dynamics with the DaVinci agent on the right-hand side. The agent experience is very similar to before; they can still go “ready” to receive incoming calls. Now, because we added the voice biometrics app, when they receive an incoming call, they still get the screen pop. However, when they answer the call, it checks to see if the customer has been enrolled in Nuance voice biometrics, which they have. The agent is then prompted to initiate voice authentication, and once they do that, they receive a confirmation that the voice has been confirmed. If the customer hadn’t been enrolled yet, they would have received a prompt for enrollment. This demonstrates how easy it is to add elements like voice biometrics throughout your customer journey.

Next, we’re going to move from Cisco to Amazon Connect.

We find ourselves back at Creator Studio to continue our journey of moving from Cisco UCCE to Amazon Connect. First, let’s remove the DaVinci app for Cisco from the agent profile, and then we’ll add the DaVinci app for Amazon Connect. We do this at the profile level, allowing a profile to be assigned to a specific user, a group of users, or across your entire contact center. This way, you can manage the pace of your migration.

Now we have a profile that has moved from Cisco UCCE, we added Nuance voice biometrics, and we switched to Amazon Connect. This migration from a DaVinci perspective is now complete, and when we move back to the agent experience, you’ll see how the transition to Amazon Connect, including voice biometrics, works seamlessly. This shows the movement from a premise communication platform to a cloud communication platform using DaVinci.

Finally, we find ourselves back in Dynamics with the DaVinci agent, now configured with Amazon Connect. When an agent receives a call, you’ll see that the DaVinci app for Amazon Connect pops up, and the similar screen pop occurs. Because we still have the DaVinci app for Nuance voice biometrics configured, there’s a similar pop-up that allows the agent to start authenticating the caller. The agent flow is very similar to before, except we have now migrated from a premise UCCE environment to a cloud-based communication platform, in this case, Amazon Connect. Thus, the agent experience remains relatively similar even though the deployment is now cloud-based.

This demonstrates the migration of the agent from premise to cloud.

In this video, we showed how businesses can move from premise communication platforms like Cisco UCCE to cloud communication platforms like Amazon Connect while adding capabilities like Nuance voice biometrics. DaVinci offers many other capabilities, as well as a wide range of supported CRMs and communication platforms, along with various orchestration services. We wanted to keep this video streamlined to address the question we’re frequently asked: What is the impact of moving from premise to cloud on agent experience, customer experience, deployment, and so on?

I hope this video was helpful, and if you would like our assistance on your transformation journey, please reach out to AMC Technology. Thank you.