Improve Your Contact Center Productivity
AMC Technology’s DaVinci toolkit is designed to orchestrate complex use cases for SAP contact centers and enhance customer experiences. It offers an ideal blend of pre-built and custom-built solutions, combining a feature-rich system with exceptional flexibility.
Overview
Improved Agent Experience
Agents will get a 360 view of the customer even before answering the phone. DaVinci's embedded CRM experience gives contact centers a single pane of glass view of the customer, improving agent productivity and overall experience.
Improved Customer Experience
DaVinci gives customers the ability to interact with businesses across the channels they use the most, including voice, SMS, WhatsApp, video, chatbots, webchat, and more. Customers don't need to repeat information as the interaction history is stored and passed to each agent.
Increased Call Center Visibility
Call activities are generated automatically, giving supervisors a better understanding of agents’ activities and the ability to make accurate. data driven decisions.
Details
Solution type
Extensions and Add-ons
Industry
Cross-Industry, Consumer Products, Banking, Public Sector
Compatibility
Works with
Features
Contextual Call Controls
Highly configurable telephony controls which are presented based on the status of the interaction the agent is associated with (hold, transfer, conference, etc.)
Comprehensive Reporting
360° view of the contact center to make informed, data-driven decisions. Generated reports eliminate the need for manual reporting and generates correct information. Channels are handled from a single user interface within SAP rather than being siloed in different systems.
360° Customer View
Know caller details such full customer details, interaction history, and IVR entered information to get a 360 view of your customer, even before the agent answers the call.
