Overcoming CRM/CCaaS LimitationsJuly 20, 2021A 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 →
The Next Major Workplace Shift: Returning to the OfficeApril 27, 2021As the world continues to make great strides in getting as many people as possible vaccinated against COVID-19, we are finally able to picture a return to in-person office work. That means a lot of different things to many people. While many organizations have undoubtedly suffered maintaining call centers under quarantine, others may have found... Read more →
It’s Unheard-Of: How DaVinci is Shaking up the Contact Center IndustryFebruary 25, 2021It's Unheard-Of: How DaVinci is Shaking up the Contact Center Industry We’ve got something unheard of in the industry: an infinitely flexible platform. While many organizations boast flexible capability, you’re likely still stuck with their product. DaVinci opens the door for organizations to use whatever communication or CRM solutions they want, while still giving them... 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 →
Continuing our Mission: Thoughts on the Industry’s Future from our Founder, Anthony UlianoOctober 29, 2019 Earlier this month InGenius Software announced they were being acquired by Upland Software. Although this wasn’t the only big news in the industry this month, like the Avaya and RingCentral relationship, it’s important, nonetheless. The acquisition of InGenius will have an impact on the niche industry of CRM and contact center integration. AMC is... Read more →
DaVinci Platform features and future developmentsOctober 21, 2019This month, AMC Technology is celebrating the one year anniversary of introducing DaVinci, its cloud-based flexible contact center platform, on the market. As the teams have been reflecting, celebrating and planning for 2020, I had a discussion with Anthony Uliano, Founder and CTO of AMC, and Praveen Ravela, Product Owner at AMC, about the enhancements brought... 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 →
Enterprise Routing with DaVinci and Twilio TaskRouterJune 1, 2019Written by Anthony X. Uliano, Founder / CTO of AMC Technology - Originally posted by Twilio. Customer service has come a long way in the past few years. Businesses have made a significant investment in their systems to improve the customer experience, and they’re seeing the results in higher CSAT scores. However, many of these... 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 →
