Keep CTI Requirements Simple!February 26, 2021Most IT professionals have been on a project at one point in their career where the scope creep is infinite and seems unmanageable. Business partners can be demanding in their requirements to make their organization highly productive, improve accuracy and automate common agent functions. But, like with any project, keeping day one requirements simple or… Read more →
SAP’s Cloud Subscription Bundle, RISE with SAPFebruary 9, 2021Last month, SAP officially announced RISE with SAP, a subscription-based bundling of cloud-services designed to help businesses migrate all their ERP processes to the cloud. The latest offering comes as a response to the difficulties many companies experienced attempting to maintain business operations throughout the COVID-19 pandemic. By providing access to a full solution portfolio... Read more →
How much does contact center integration cost? The truth from our sales teamOctober 21, 2020How much does a contact center integration project cost, anyway? Ah, pricing: the elephant in the room that dictates almost every B2B purchase decision. However, its often difficult to get an understanding of how much a product or service is going to cost because historically organizations have opted to wait until they have a 1-on-1... 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 →
DaVinci: Going Beyond the Fixed Feature MindsetAugust 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 →
4 Tips for Lasting Customer RelationshipsJune 9, 2020When looking to improve your business’ relationships with customers, it is important to evaluate your customer service practices. Knowing and understanding what a customer views as great customer service is crucial to bettering your business’ direct interactions with customers. Great customer care involves getting to know your customers so well that you can anticipate their… Read more →
Call Center Support During COVID-19May 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 & ProductivityApril 28, 2020How business leaders can keep their contact center employees engaged during the COVID-19 Pandemic Over the past several weeks, we've all been flooded with a wide range of information from news outlets, social media, and personal conversations. During this time, every business has had to determine how they will address this global pandemic that is... Read more →
How To Guide – Configuring C/4HANA For Your Contact Center Using DaVinciAugust 6, 2019Please note: This post originally appeared on SAP Community. You can find it here. With SAP’s introduction of C/4HANA in June 2018, SAP has seen significant adoption of their new cloud-based CRM platform, especially within their customer service department. As businesses explore ways to use Cloud for Customer within their contact center, some are hoping to... Read more →
Best of Both Worlds – Hybrid Contact Center StrategiesJune 25, 2019Developing your Hybrid Contact Center Strategy Companies are looking to connect with their customers in new ways, levering the flexibility and cost savings of cloud communication platforms, while realizing additional value from their premise environments. Companies that plan ahead and do it well, can have the best of both worlds, a true hybrid contact center... Read more →
