We have seen that a successful screen pop translates to a better customer experience, as the customer or Member information is readily available as soon as the call is received, resulting in smoother interactions with agents. On calls where screen pop was successful, our survey scores from Members have improved from 2-5% for overall satisfaction with the agent, and our NPS scores on these calls improved by up to 9 points. Additionally, we have seen a reduction in our AHT on these calls, with an average of around 14 seconds of savings, which equates directly to operational savings!
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DaVinci is very easy to get started with the integrations, almost like plug-and-play. DaVinci’s integration with SAP C4C, Genesys + Five9 ensures a comprehensive 360-degree view of all customer interactions using different technologies across our third-party contact centers.
DaVinci is very flexible in installation and easy to use. Through the DaVinci application, we eliminate the usage of two screens for very busy agents & all caller information is passed automatically to the SAP agent page.
The 10 years [as an AMC customer] is a sign that it’s a solid offering.
Consistency and ability to keep it running with a reasonable amount of effort. There is a consistency of delivery from the product.
This enhancement has been a critical component to understanding and increasing lead conversion. Additionally, sales managers have more real-time and accurate call data, offering opportunities to impact today’s performance. It has been an effective tool to optimize agent and lead performance
DaVinci has saved us so much time from an efficiency standpoint, and hard dollars as well, going to four to five systems to authenticate the customers. Now, all of this information comes in from a screen pop, eliminating the extra effort.
AMC is an experienced vendor, offering a solution [DaVinci] that has perfectly fit our business needs for years.
The omni-channel integration from a feature stand point and the single user interface for all channels were the biggest differentiators because none of the other products had that. AMC stuck with us – they over delivered.
With the other solutions, we needed two different tools: One for email and chat and another for the phone. We would have lost the ability to handle all of the channels and blend them. With Omni-Channel Supervisor and AMC’s solution, managers can move agents from phone to email, email to phone, or to both channels. They can flip agents in and out of each channel! This [Omni-Channel Supervisor] is a Salesforce feature that was enhanced by AMC. The two products worked so well it was like 1 + 1 = 3 instead of 2. The agents love it!