Contact Center Integrations
DaVinci is not simply a CTI solution or a set of point integrations. It is an orchestration platform designed to coordinate systems, data, and intelligence across the contact center and the enterprise.
While DaVinci delivers robust out-of-the-box CTI capabilities, its true value comes from its open and modular architecture. Organizations use DaVinci to connect CRM, CCaaS, UCaaS, workforce applications, and AI services into a unified operating layer. Real-time signals such as customer context, agent state, interaction history, and system events are continuously evaluated to drive the next best action across workflows.
AMC Technology extends DaVinci with deep expertise in consulting, testing, and implementation. Our professional services teams partner with organizations to design and deploy orchestrated solutions that reduce friction, automate manual processes, and improve operational efficiency. The result is a scalable foundation for intelligent automation, better agent experiences, and more consistent customer outcomes.
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DaVinci Agent Experience Tour
explore the key features preloaded in DaVinci’s Creator Studio
At the start of their day, agents login to DaVinci and can utilize Single Sign-On. Agents can also select which profile they want to work in.
After logged in, they switch their status to ready to begin receiving interactions. Presence in Five9 is mapped to global presence in DaVinci.
Here we’ll see the agent experience receiving a phone call with a screen pop in SAP with Five9 CCaaS integration.
As soon as the call comes in before the agent event answers, they’ll receive important customer information in a screen pop.
This eliminates the need for manual searching, saving time and effort, allows the agent to personalize the interaction immediately, address inquiries accurately and leads to higher first-call resolution rates.
Similar to the experience of incoming call screen pops, agents receive screen pop of customer information for incoming text messages.
The agent is able to chat with the customer within the DaVinci Agent Toolbar as you see here.
If the agent is configured for receiving emails, when they go ready they will be assigned them. Similar to the experience of incoming call screen pops, agents receive screen pop of customer information for incoming emails.
The agent is able to reply to email messages directly in DaVinci Agent.
Eliminate the need for manual dialing, reduce errors, and save time for agents by automating the dialing process with click-to-dial. Click-to-Dial turns phone numbers in your CRM into clickable links to initiate a phone call.
Give agents a way to document key details during a phone conversation or activity in their CRM without having to navigate to an external note taking tool. Once saved, the notes are stored within CRM for easy access for future interactions.
Shortcut buttons can be easily configured for commonly used notes or phrases to save the agent time.
Contextual call controls are presented based on status for items like accept, end, hold, warm transfer, blind transfer and conference.
Speed dial within DaVinci can be configured at the agent level for internal and external contacts.
Agent and Global Presence make it easy to see if an agent is available before transferring a call to them.
Create new work items like leads, cases, accounts and more from within DaVinci Agent. These can all be configured for the work items your agents need.
DaVinci integrates various communication channels (like chat, email, calls, text and more) allowing agents to handle interactions from multiple channels within a single interface.
Agents can select the types of interactions they want to handle at sign-in.
Automatic call logging with DaVinci automatically captures and records essential call data, such as caller information, call duration, and timestamps, without the need for manual entry.
By eliminating the risk of human error and ensuring data accuracy, decision makers can generate comprehensive reports and drive decisions that impact KPIs like call volumes, peak times, call handling times and more.