AMC’s sole focus was CTI for 23 years before expanding our platform to provide the flexibility to solve unique contact center challenges
Beyond the Fixed Feature Approach
Organizations not utilizing CTI often have a lot of customer information or numerous systems that don’t allow for data to flow freely between them.
Agents often have to use manual processes to identify customers and their needs, which often results in long call/ activity times and errors in manual entries.
Computer Telephony Integration (CTI) enables seamless integration between telephony systems and customer databases. When a call comes in, CTI can automatically retrieve relevant customer information from the CRM or database and display it on the agent’s screen.
This allows agents to have immediate access to customer history, preferences, and other essential data, enabling personalized and efficient interactions.
With DaVinci, organizations get all the benefits of CTI but aren’t limited to out-of-the-box features or waiting on a vendor roadmap to solve challenges unique to their customer service goals.
DaVinci users take advantage of our open API to use the customer data integration provides to trigger actions that provide more proactive customer service. Even if your current goals are solved with CTI, DaVinci expands as your digital transformation goals evolve.
“We created DaVinci because there were beginning to be problems we couldn’t solve for our customers.”
– Anthony Uliano, Founder & CEO
AMC Technology in Numbers
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