What’s the 311 on DaVinci? August 4, 2021Putting the Citizen in CX for 311 Centers As cities and local governments look for better ways to engage with their citizens, the role of 3-1-1 contact centers have exploded. Now more than ever citizens are getting involved, speaking up, and demanding governments respond with increased engagement. Local 311 contact centers are looking for ways… Read more →
CCaaS vs iPaaS: Better Together or Unnecessary? October 13, 2020A contact center analyst recently asked me why a contact center would be interested in iPaaS, even mentioning that they usually look to their CCaaS solutions to handle similar use cases. Initially, I was shocked. Then, I realized there may be a knowledge gap of the benefits that an iPaaS could bring to several organizations…. Read more →
A New Kind of iPaaS October 6, 2020Anthony UlianoAnthony X. Uliano, Founder / CTO of AMC Technology. I’m a CRM and contact center integration specialist, responsible for product development and strategy at AMC, a company I founded in 1995. I got my start as the architect for SAP’s Customer Interaction Center, which I sold to SAP back in 1997, launching my 24… Read more →
DaVinci: Going Beyond the Fixed Feature Mindset August 6, 2020Most of you know DaVinci as a hybrid contact center solution that integrates contact center with CRM platforms, but did you know that DaVinci is actually so much more. We’re an iPaaS platform that let’s you go way beyond the fixed feature mindset. What does this mean for AMC? Three years ago at an offsite planning meeting… Read more →
Webinar: Five Ways to Get the Most out Your Contact Center July 6, 2020For call centers in the Age of COVID, it is critical that companies can continue to provide live voices to assist clients, offer reassurance and uninterrupted support. Many companies have had to adapt quickly to prevent business continuity failures for employees and clients. This may mean having your call center agents operate remotely, which, in… Read more →
Call Center Support During COVID-19 May 13, 2020How The DaVinci Platform Can Help You Get Through This Crisis Call centers are the voice of an organization. People want to talk or chat with a live person to resolve an issue or get assistance with their concerns. It is reassuring to be able to reach a real person during this crisis and get… Read more →
Improving Contact Center Agents’ Motivation & Productivity April 28, 2020Mariah MaysMariah spends her days in Illustrator and marketing stat spreadsheets at AMC Technology. She enjoys summer days outdoors, exploring the food scene in RVA and spending time with her husband, son and dog.
Is your contact center ready to become more customer centric? January 13, 2016While most organizations would consider themselves customer centric, it is easy to confuse customer centricity with customer focus. Ensuring that the customer has a consistently pleasant and relevant experience with the organization means it has a strong customer focus; however, the organizations that decide to drive revenue off of the most valuable customers, are the… Read more →
Build vs. Buy for CTI Solutions – CRM and CTI Integration August 13, 2015When the need for a business solution arises, the age old question has remained: should it be custom built or should an out of the box solution be purchased? While it may seem simple, determining the right solution approach is a complex process that may need the input of several organizational leaders based upon their… Read more →
3 Tips for Running the Kind of Contact Center You Wouldn’t Mind Calling August 3, 2015Consider the last time you were tasked with the dreaded phone call to a business’s customer service; most likely you were upset you had to contact the business in the first place. Whether its a 500 person contact center or a single person working in their basement, every business has to have some form of customer… Read more →
