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.
Details
Solution type
Extensions and Add-ons
Industry
Cross-Industry, Consumer Products, Banking, Public Sector, Travel and Transportation
Compatibility
Works with
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.
Plans and pricing
Toolkit Custom Edition
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.
Price upon requestFor 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.
Toolkit Agent Bundle
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.
Price unavailable in this region- Minimum contract 1 year
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.
Technical Information
| Solution type | Extensions and Add-ons |
| Category | Customer Service |
| Industry | Cross-Industry, Consumer Products, Banking, Public Sector, Travel and Transportation |
| Works with |
SAP Service Cloud |
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 |
Internationalized for global customers This product has been internationalized to meet the needs of global customers (e.g. the use of Unicode). |
| 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.
| Security |
Secured with configurable authentication policies This product has been designed for enhanced security by offering configurable authentication policies. |
| Compliance |
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| 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. |
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.
