Real-World Case Studies and Customer Success Stories with AMC Technology

AMC Technology's DaVinci Toolkit helped CLAL Insurance connect their Cisco phone system to SAP CRM. CLAL Insurance wanted to make customer service faster and easier. The solution gave agents features... like click-to-dial, call controls, and automatic call logging. The most helpful feature was screen pop, which showed customer details right away. This cut call times by 30 seconds on average, letting agents help more customers.
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AMC Technology's DaVinci Toolkit helped Canon Financial Services improve their contact center by integrating Salesforce and Avaya. Canon needed blended agents who could handle phone, email, and chat ...in one place. AMC's solution let managers move agents between channels easily using Salesforce's Omni-Channel Supervisor. Agents now spend less time searching for customer info and can handle calls and emails in a single interface. Call handling time and call disposition time both decreased. Agents like the easy screen pop feature and simple training.
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DaVinci helped Ameris Bank improve secure authentication in their contact center. Before DaVinci, agents had to check four to five systems to verify customers, slowing down calls. With DaVinci’s scre...en pop, 99% of needed information appears instantly when a call comes in. This saved time and money, especially during the pandemic when call volume rose. Agents now have a better experience and can help customers faster.
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AMC Technology helped a national financial advisory firm validate real-time transcription in Salesforce Voice and Avaya. The firm needed accurate, AI-driven insights for 1,600 advisors but lacked tra...nscription. AMC ran a Proof of Technology, showing secure, live transcription in days with no custom code. They mapped server architecture and planned for scaling. The solution improved advisor support and set a clear path for enterprise-wide adoption.
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DaVinci helped a regional financial institution streamline secure authentication for its contact center. The company integrated DaVinci with Salesforce and Cisco, giving agents 99% of authentication ...info instantly. This reduced time spent switching between four to five systems. Calls became faster and more efficient, improving customer experience. Agents reported easier, more consistent conversations and saved both time and money.
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DaVinci by AMC Technology helped Scope Metals Group improve their call center operations. The company needed better integration between their SAP CRM and Cisco UCCX phone system. DaVinci enabled scre...en pop with customer details for over 60 sales agents handling 900 calls daily. Agents now work faster with a single pane of glass experience. Scope Metals Group values AMC's dedicated and responsive support team.
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DaVinci by AMC Technology helped Carnival Cruise Line modernize its contact center. The company faced problems with inconsistent sales reporting and manual call logging. DaVinci automated call loggin...g and gave real-time insights, making it easier to track agent performance. This improved lead conversion and agent productivity. Carnival moved to a cloud-based NICE CXOne solution, keeping key CRM features and gaining a flexible, scalable system. The success led Carnival Corporation to consider using DaVinci across all its cruise lines.
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DaVinci helped Darby Dental Supply streamline outbound call center operations. The company integrated DaVinci with Salesforce and Avaya, enabling click-to-dial for over 230 agents. Each agent makes 3...0 to 40 outbound calls daily. During the pandemic, agents moved to remote work with no changes needed to DaVinci. Darby Dental has used DaVinci for 10 years, citing consistent performance and reliability.
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AMC Technology's DaVinci Platform helped a leading home improvement retailer in Canada move 400 agents from SAP C4C and OpenCTI to Salesforce Service Cloud Voice, while keeping Avaya telephony in pla...ce. The goal was to make agent work easier, reduce manual tasks, and prepare for AI features like real-time transcription. AMC delivered a phased migration with no disruption to daily operations. The new system unified agent tools, cut down on after-call work, and set up the retailer for future AI upgrades. Ongoing managed services ensure system stability and expert support.
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AMC Technology helped a national RV retailer use real-time transcription in Salesforce Voice with Azure. The retailer needed better call data and secure, PII-redacted transcription. AMC designed a so...lution that transcribes only important calls, cutting costs and data exposure. The plan saves over $600,000 in the first year compared to other options. The retailer now has a scalable, AI-ready platform for hundreds of users.
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AMC Technology's CTI integration helped Colmobil connect SAP CRM with Cisco UCCX CTI. Colmobil's agents struggled with switching between systems, causing errors and slow service. The new solution gav...e agents a single interface and instant access to customer data. Agents saved time by creating cases automatically from calls. Customers got faster, more personal service. Colmobil improved call center productivity and reduced mistakes.
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AMC Technology provided conversational AI testing services for a leading North American automotive dealership group. The group wanted to modernize its contact center with intelligent virtual assistan...ts and more self-service options. AMC built a sandbox environment to test Amazon Lex, Microsoft Copilot, and Salesforce Agentforce for CRM integration and real-time use. The testing revealed latency issues in some platforms and helped avoid premature investment. The project gave the customer a clear roadmap and increased executive confidence in their AI strategy.
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DaVinci from AMC Technology helped CPS Energy migrate from Avaya AES to Cisco UCCX. CPS Energy used DaVinci to connect their telephony platform with SAP CRM. The solution made the migration easy and ...reliable. Agents rely on screen pop to reduce customer frustration. CPS Energy handles up to 15,000 calls daily and values the platform's stability and support. AMC's solution has delivered reliability, high service, and smooth upgrades for over sixteen years.
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DaVinci by AMC Technology helped Continental Tire cut call-handling time and reduce mistakes. Before using DaVinci, agents had to search for customers manually, leading to errors and wrong deliveries.... With the CTI integration for SAP and Avaya, 245 users improved service and accuracy. The number of faulty orders and complaints dropped. Calls are now handled faster, making customers and agents happier. The solution supports 20 tire sales call centers and 3 additional centers, handling 27,500 calls per month.
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DaVinci helped CAA Club Group improve their contact center operations. Before DaVinci, agents spent too much time searching for member details and calls took longer. DaVinci’s integration with SAP CR...M and Avaya gave agents instant access to customer information. This saved an average of 40 seconds per call. In Q4 2024, agents saved 3,845 hours in total. Members got faster help and did not have to repeat their information. CAA now uses DaVinci for roadside, membership, and travel calls.
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DaVinci helped a leading global manufacturer of precision instruments modernize its communication system. The company faced problems with old call control and CRM systems that did not work well toget...her. DaVinci's cloud telephony solution made it easy to connect these systems and add new tools like Microsoft Teams. The company saw better productivity, improved customer service, and a smooth digital transformation. DaVinci's flexible features let the company tailor its contact center and stay ahead in its industry.
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DaVinci by AMC Technology helped a leading household and personal care retailer unify customer interactions during their move from SAP CRM to SAP C4C. The company faced problems with fragmented data ...and multiple CTI systems like Five9 and Genesys. DaVinci integrated these systems, managed agent profiles, and enabled seamless data flow between internal and external teams. The solution automated case generation, improved agent efficiency, and boosted customer satisfaction. Agents now access all call data in one place, making support faster and more effective.
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DaVinci integrated with Dynamics 365 at Coca-Cola South Africa Contact Center. The center needed to improve call handling, email management, and order capture. DaVinci unified Genesis telephony and D...ynamics 365, giving agents a single interface. Agents answered 95% of calls within 20 seconds, surpassing SLA targets. The solution improved efficiency and customer satisfaction, setting a model for expansion across Africa.
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DaVinci helped Luxury Auto Group improve customer support and loyalty program management. The group faced problems with disconnected CRM systems and inefficient customer management. They used DaVinci... to integrate Salesforce CRM and Cisco, and built a custom app for better agent workflows. Agents now get customer history with inbound screen-pop and can select dealership locations easily. This led to more efficient calls, better appointment scheduling, and stronger customer relationships.
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DaVinci helped Alghanim Industries improve their call center. Before, agents had to switch between screens and log in many times. This slowed them down and caused mistakes. With DaVinci, agents use o...ne login and a single interface. Warm transfer lets agents keep customers on the line while connecting to sales. This made handoffs faster and improved customer service. Alghanim now works more efficiently and gives better support.
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