Streamline Customer Interactions with AMC's Flexible Contact Center Solution
Elevate customer engagement with a scalable, customizable framework seamlessly integrated with SAP. Advanced AI delivers context-aware responses, while an open API enables tailored adjustments to meet unique operational needs. Gain improved efficiency, enhanced customer experiences, and full control over sensitive data—perfect for enterprises aiming to transform modern customer service operations.
Overview
Improve Agent Productivity
Streamline your contact center operations by integrating all communication channels into a single platform. Handle voice, SMS, chat, and more from one interface, reducing the time spent switching between systems. This efficiency leads to faster response times, higher productivity, and improved customer satisfaction, as you can resolve issues more quickly and effectively.
Customizable Framework
Tailor the solution to meet your specific business needs through its open API and flexible toolkit. Whether you need pre-built functionalities or custom-built features, you can adapt the system to fit your unique workflows. This customization ensures that your contact center can evolve with your business, providing a personalized experience that enhances both agent performance and customer engagement.
Scalable Deployment Options
As your business grows, this solution scales effortlessly to accommodate increasing demands. Whether expanding the number of agents or integrating new communication channels, the system can handle it without compromising performance. This scalability ensures that you can continue to deliver high-quality service as you expand, maintaining efficiency and customer satisfaction.
Connect with Any App
Integrate with any application to unify your contact center with other critical systems, such as CRM, ERP, and more. This connectivity ensures that your agents have access to all necessary information in real-time, enabling them to provide informed and timely responses. By connecting various apps, you can create a cohesive and efficient workflow that enhances overall operational effectiveness.
Get Turnkey CTI Features
Deploy turnkey Computer Telephony Integration (CTI) features with minimal setup time and complexity. These features include screen pops, call routing, and telephony controls, which help your agents manage interactions more effectively. By leveraging these CTI capabilities, you can improve call handling efficiency, reduce wait times, and provide a seamless customer experience from the first point of contact.
Details
Solution type
Extensions and Add-ons
Industry
Cross-Industry, Consumer Products, Banking, Public Sector, Travel and Transportation
Compatibility
Works with
This product is compatible with or enhances the functionality of these SAP solutions but doesn't require them.
SAP Service Cloud
Features
Personalize Interactions Before Answering
Provide agents with a screen pop that includes the customer's profile information and interaction history before they answer a call. This allows agents to tailor their responses, enhancing customer satisfaction and fostering loyalty.
Contextual Call Handling
Offer highly configurable telephony controls based on the interaction status (hold, transfer, conference, etc.). This enables agents to manage calls efficiently, reducing wait times and improving the overall customer experience.
Omni-Channel Customer Connections
Transform business objects like calls, emails, chat, SMS, and leads into work items assigned to agent queues. This creates a seamless, blended agent experience across all customer-preferred channels, increasing engagement and satisfaction.
Agent Presence Awareness
Allow agents to view the status of their team members (ready, not-ready, after call work, etc.) before transferring or conferencing calls. This ensures efficient call handling and minimizes disruptions, leading to smoother operations.
Flexible Integration with Open APIs
Easily connect with third-party or custom applications using low or no code. This flexibility allows you to add functionalities such as chatbots, virtual maps, and authentication security, tailoring the system to your specific needs and enhancing operational efficiency.
Plans and pricing
validFrom1661817600000
validUntil253370723039000
priceDisplay{"freeStarterSubscriptionOrSubscription":{"labels":{"main":"Price upon request","subs":[],"ctas":[{"code":"LEAD_RFI","name":"Contact publisher","restrictions":[],"countries":[],"customProperties":{}}]}},"controls":{"hideCommitmentPeriodIdInFeatures":false}}
materialNumber8005921
internalIdYXdRCdUNS9C9WxxmX8UVhQ
lifeCycleStatusCode
entitlementTypes[{"commercialModels":[],"commercialModel":{"code":"subscription","name":"Subscription"},"customerType":{"code":"external","name":"external"}}]
includes[]
technicalName2001013499
titleToolkit Custom Edition
editionId61775109-d50d-4bd0-bd5b-1c665fc51585
tncAvailablefalse
audiencepublic
isAddOnfalse
features[]
blocksOf{"code":null,"amount":null,"metric":null,"timeUnit":null}
commitmentPeriod
renewalTypes[]
prerequisites{"materialNumber":null,"materialName":null,"targetUrl":null,"andConnections":[],"orConnections":[]}
prices[]
salesMetric{"id":null,"name":null,"description":null,"elasticity":null}
productQuantity{"minQuantity":null,"maxQuantity":null,"quantityIncrement":null}
deploymentType
hasCustomTnCUrlfalse
hasTermsUrlfalse
hidePricefalse
- For organizations with advanced integration needs, hybrid environments, or custom AI deployment goals.
- Fully customizable access to multiple CRM, telephony, and AI integrations.
- Ideal for hybrid teams, migration projects, and selective user feature access.
- Mix and match apps to align with complex workflows and tech stacks.
validFrom1661817600000
validUntil253370723039000
priceDisplay{"freeStarterSubscriptionOrSubscription":{"global-USD":{"labels":{"main":{"value":"25.50","currency":"USD"},"tooltip":true,"subs":["Per Month","+ USD 2000.00 Setup Fee"],"ctas":[{"code":"LEAD_BUY","name":"Get it now","restrictions":[],"countries":[],"customProperties":{}}]}}}}
materialNumber8005921
internalIdLmfc24D4T8qTyVET--bEtQ
lifeCycleStatusCode
entitlementTypes[{"commercialModels":[],"commercialModel":{"code":"subscription","name":"Subscription"},"customerType":{"code":"external","name":"external"}}]
includes[]
technicalName2001013499
titleToolkit Agent Bundle
editionId2e67dcdb-80f8-4fca-93c9-5113fbe6c4b5
tncAvailablefalse
audiencepublic
isAddOnfalse
features[]
blocksOf{"code":null,"amount":null,"metric":null,"timeUnit":null}
commitmentPeriod{"max":null,"min":12,"unit":{"id":"months","name":"Months"}}
renewalTypes[]
prerequisites{"materialNumber":null,"materialName":null,"targetUrl":null,"andConnections":[],"orConnections":[]}
prices[{"type":"new","currency":"USD","revenueCloudMarketId":"USD","group":{"id":"0","validFrom":"2022-08-30T00:00:00Z"},"markets":[{"marketId":"global"}],"periodicity":{"code":"anniversary-monthly","name":"Month"},"fixedRates":[{"metricId":"fixed_price","metricName":"Fixed Price","price":25.5,"billedInAdvance":true}],"percentageFees":[],"setupFees":[{"metricId":"one_time_setup","metricName":"Setup Fee","price":"2000"}],"allUnitVolumeRates":[],"tierRates":[],"blockRates":[]}]
salesMetric{"id":null,"name":null,"description":null,"elasticity":null}
productQuantity{"minQuantity":null,"maxQuantity":null,"quantityIncrement":null}
deploymentType
hasCustomTnCUrlfalse
hasTermsUrlfalse
hidePricefalse
- Connects your core systems and equips agents with essential CTI tools, all within a unified interface.
- Integrates one CRM and one telephony platform of your choice.
- Includes key CTI capabilities: click-to-call, screen pop, and call controls.
- Vendor-agnostic architecture for flexibility and scalability.
- Built-in security, identity management, and deployment tools for full data control.
productMarkets["AX","CN","UA","BY","IQ","ZW","ZM","ZA","YT","YE","WS","WF","VU","VN","VI","VG","VE","VC","VA","UZ","UY","UG","TZ","TW","TV","TT","TR","TO","TN","TM","TL","TK","TJ","TH","TG","TF","TD","TC","SZ","SV","ST","SR","SO","SN","SM","SL","SK","SJ","SI","SH","SG","SE","SC","SB","SA","RW","RS","RO","RE","QA","PY","PW","PS","PR","PN","PM","PL","PK","PH","PG","PF","PE","PA","OM","NZ","NU","NR","NP","NO","NL","NI","NG","NF","NE","NC","NA","MZ","MY","MX","MW","MV","MU","MT","MS","MR","MQ","MP","MO","MN","MM","ML","MK","MH","MG","ME","MD","MC","MA","LY","LV","LU","LT","LS","LR","LK","LI","LB","LA","KZ","KY","KW","KR","KN","KM","KI","KH","KG","KE","JP","JO","JM","JE","IS","IO","IL","IE","ID","HU","HT","HR","HN","HM","HK","GY","GW","GU","GT","GS","GR","GQ","GP","GN","GM","GL","GI","GH","GG","GF","GE","GD","GB","GA","FO","FM","FK","FJ","ET","ES","ER","EH","EG","EE","EC","DZ","DO","DM","DK","DJ","CZ","CY","CX","CV","CR","CO","CM","CL","CK","CI","CG","CF","CD","CC","CA","BZ","BW","BV","BT","BS","BO","BN","BM","BJ","BI","BH","BF","BE","BD","BB","BA","AZ","AW","AS","AR","AQ","AO","AM","AL","AI","AG","AF","AE","AD","US","PT","IT","IN","FR","FI","DE","CH","BR","BG","AU","AT","IM","BL"]
Technical Information
Technical details
| Solution type | Extensions and Add-ons |
| Category | Customer Service |
| Industry | Cross-Industry, Consumer Products, Banking, Public Sector, Travel and Transportation |
| Works with |
|
Deployment and operations
The following information is provided by the publisher and applies to the latest app version available on the SAP Store. SAP does not control these policies and procedures; the publisher is solely responsible for the accuracy of the provided information.
| Deployment |
|
| Globalization |
|
| Operations |
|
Security and compliance
The following information is provided by the publisher and applies to the latest app version available on the SAP Store. SAP does not control these policies and procedures; the publisher is solely responsible for the accuracy of the provided information.
| Security |
|
| Compliance |
|
| Privacy policy |
SAP's privacy policy is not applicable to the use of this app. Please refer to the privacy policy provided by this app's partner. |
terms-and-conditions-url
https://www.amctechnology.com/data-processing-cloud-services-agreements/
technical-name
2001013499
is-partner
true
support-email
mailto:Support@amctechnology.com
Resources
DaVinci Toolkit Overview
Datasheet: DaVinci for SAP Service Cloud
Customer Story: CAA with DaVinci
Datasheet: AMC Technology's Professional Services
Publisher
AMC Technology, L.L.C.
Founded in 1995, AMC has led the way in implementing complex integrations for some of the world’s most demanding contact centers. Over the years, we repeatedly encountered the same challenges: pre-built solutions that couldn't adapt to unique business needs and custom solutions that, while powerful, were costly and difficult to maintain. Recognizing the need for something different, we set out to bridge the gap between rigid, one-size-fits-all tools and expensive, high-maintenance custom builds. Drawing on our extensive expertise and hundreds of successful implementations, we developed DaVinci—a platform designed to offer the adaptability of a custom solution with the ease of deployment of a pre-built one, making integration seamless, flexible, and future-proof.
More solutions provided by {{publisher}} AMC Technology, L.L.C.
products
2001010395,2001013236,2002001764
service1label
Ask publisher
service1url
contact-leadform
service1description
Contact the publisher for further details
service1icon
contact-publisher
service1edition
YXdRCdUNS9C9WxxmX8UVhQ:LEAD_RFI
service2label
Contact support
service2url
https://store.sap.com/dcp/en/supportform
service2description
Submit a support ticket for assistance with any questions or issues
service2icon
contact-support