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 →
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 →
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 →
Let’s Talk About Knowledge Workers!June 1, 2019Often times when I’m asked what our software does, I talk about what we do for contact center agents. It’s easy to explain the benefits of computer telephony integration for your agents, as everyone has a negative call center story they can share. Endless call transfers and repeating information over and over again are easy… Read more →
How to Have a Successful CTI ProjectApril 18, 2016If you’ve worked in IT for a while, chances are you’ve witnessed or even participated in a failed project or one that yielded less than stellar results. It can happen to the best of us and like all struggles we move on and learn from the experience. Involvement in a failed CTI project or hearing… Read more →
Thinking about connecting your CRM to your contact center?April 7, 2016Here a few reasons Contact Canvas is a smart, efficient solution for your business: There is no desktop installation required, so you can save time performing maintenance (if you’re looking at other solutions make sure you ask them what needs to be installed on every single agent’s computer?) Contact Canvas works with several different versions of CRMs,… Read more →
Debunking CTI MythsOctober 6, 2015 Many companies today recognize that there is a significant return on investment (ROI) available from simply integrating their contact center with their Customer Relationship Management (CRM) applications. Some benefits are easily measured, such as faster handling through screen pops and an integrated user interface and some perhaps more intangible such as improved customer satisfaction… Read more →
Making the Right Decisions to Meet Your Business NeedsSeptember 16, 2015As Salesforce continues to expand and the number of AppExchange listings grow, customers seeking integrated communication solutions may find it difficult determine which solution is right for them. Aligning business requirements with the right technical approach can be daunting considering that Salesforce has made several communication touch points available – such as OpenCTI, Omni-Channel, Live… Read more →
Build vs. Buy for CTI Solutions – CRM and CTI IntegrationAugust 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 →
