A quick explanation about how the CRM and CCaaS landscape is limited, forcing customers to align to vendor’s vision and not their own. The CRM and CCaaS Landscape Along with the explosion of cloud-based solutions, CRM applications and contact center as a service (CCaaS) has experienced considerable adoption as well. Unfortunately, neither the CRM and… Read more →
CCaaS vs iPaaS: Better Together or Unnecessary?
A 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 →
Battle for the Single Pane of Glass
Now more than ever contact centers are taking center stage as one of the key components to a successful business. How they organize the information for their agents plays a critical role in the overall success of the customer interactions, the ability to reduce call handling time, maximize single call resolutions, and maintain engaged agents through… Read more →
Twilio Flex(ing) it’s Contact Center Muscle
Twilio announced earlier this year a plan to offer Twilio Flex, a major new Contact Center as a Service offering into the somewhat crowded market. With SIGNAL, Twilio’s annual Developer and Customer Conference, happening next week we’re bound to hear more exciting news about this new platform. Twilio Flex is not only the latest CCaaS… Read more →
DaVinci – AMC’s New Cloud Contact Center Solution
DaVinci is the cumulation of 23 years of experience in the CRM and contact center integration space. As companies more strongly consider moving away from premise-based communication platforms and onto cloud-based platforms, we wanted to provide a framework to companies to ease this transition. So we created DaVinci, a pure-cloud contact center and CRM… Read more →
