Welcome to our quick dive into the DaVinci toolkit by AMC Technology. I’m Bomi Sud, and today we’re exploring how this powerful orchestration platform can transform your contact center operations within Dynamics 365.
The DaVinci toolkit seamlessly blends pre-built applications and custom-built solutions, offering unparalleled flexibility for your business needs. Whether you’re looking to enhance customer interactions, streamline workflows, or integrate with existing systems, DaVinci has you covered.
Let’s see the agent experience with the DaVinci toolkit in action.
Here, the agent is logged into Dynamics 365. DaVinci communicates with the channel provider on the back end, ensuring the agent’s status reflects accurately within Dynamics 365. Agents can change their status to ready, not ready, or log out. These operations integrate tightly with the channel provider, enabling readiness for incoming calls.
When a call arrives, the agent accepts it, and DaVinci coordinates communication with the channel provider. During the call, agents have access to contextual call controls like hold, retrieve, transfer, and conference. Once the conversation ends, they can hang up and add a disposition code or call result, which is saved directly in Dynamics.
DaVinci offers more than just call handling. On the right panel, agents receive a screen pop with customer details based on the incoming number, providing crucial information upfront. On the left panel, agents can take call notes, use predefined shortcuts, and even create contacts or accounts without leaving the embedded DaVinci experience. They can also view a timeline of past interactions, ensuring a comprehensive understanding of the customer.
All this data is captured in Dynamics, including phone call activity and disposition codes, giving supervisors a 360-degree view of interactions. These records can include additional information such as call direction and outcomes, enhancing reporting and analysis.
DaVinci also handles various scenarios like single-match or multi-match incoming calls and allows configuration to search by custom variables such as account or order numbers. Outbound calls are equally seamless, with click-to-dial functionality enabling agents to initiate calls quickly and access the same features.
Recent activities are displayed, allowing agents to update records or review previous interactions easily. These capabilities empower agents with the right tools and information at the right time.
This demonstration only scratches the surface of what DaVinci offers. The platform enables communication with various applications, retrieves critical data, and equips agents with the tools they need to succeed.
We hope this overview has been helpful. Please reach out if you’d like more information or wish to discuss your experience further. Thank you!
