AMC Technology Releases DaVinci Integration for Microsoft Teams

Orchestration platform provider for customer experience solutions AMC Technology recently announced its latest innovation – DaVinci for Microsoft Teams.

The DaVinci for Microsoft Teams application was designed to enrich AMC's comprehensive portfolio of pre-built applications, architected so it's able to seamlessly integrate and personalize experiences for both agents and customers alike.

Organizations utilize DaVinci to integrate existing endpoints that run their contact center to unlock typical computer-telephony integration (CTI) features such as screen pop, click-to-dial and call logging, for example. Beyond integrating endpoints, users employ DaVinci’s low-code model to create solutions that address specific challenges such as automating processes, creating customized human interactions, tracking customer journeys, and more.

DaVinci for Microsoft Teams integrates customer relationship management (CRM) interactions from contact center-as-a-service (CCaaS), telephony systems and internal communications on the Teams platform, while extending valuable customer data access to diverse business units, including marketing, finance, customer experience, and overall organizational decision-making.

"We are excited to introduce DaVinci for Microsoft Teams in response to the invaluable feedback from our valued partners and customers,” noted Sara Stout, Director of User Acquisition at AMC Technology, in the announcement. “The launch of this integration application signifies a transformative blended communication experience that fills a critical gap in the industry.”

Pre-built integration applications, like Microsoft Teams, are just a fraction of the offering the overall DaVinci platform provides for customer experience organizations, according to AMC. The platform's offering provides orchestration benefits in both deployment and experience including, interaction data that can be used for artificial intelligence training, secure data protection, abilities to trigger flows based on events in decoupled services, and more.

"In an ever-evolving landscape of customer experience, DaVinci for Microsoft Teams represents a pivotal step towards aligning our product offerings with our customer's needs, especially as organizations are looking at innovative ways to use Teams' Voice amid the decoupling from the desktop app," said Stout.