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

AMC Technology provided a sandbox environment for a leading North American automotive retailer to test conversational AI platforms. The retailer wanted... to automate contact center tasks and improve customer service with intelligent virtual assistants. AMC Technology enabled safe evaluation of Amazon Lex, Microsoft Copilot, and Salesforce Agentforce for CRM integration and real-time use. Testing revealed latency issues and integration challenges, helping the retailer avoid premature investment. The project built executive confidence and set a clear roadmap for future AI deployment.
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AMC Technology’s CTI integration helped Colmobil unify SAP CRM and Cisco UCCX CTI for their call center. Agents no longer... switched between systems, reducing errors and saving time. The solution enabled automatic case creation and quick access to customer data. Colmobil improved call center productivity and customer satisfaction. The company saw faster call handling and fewer manual tasks.
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DaVinci by AMC Technology helped CAA Club Group save 40 seconds per call in their contact centers. Agents now get... instant access to member information, reducing manual lookups and making calls faster. In Q4 2024, this saved 3,845 hours, or 160 full days of work. The solution improved roadside, membership, and travel service efficiency. Members no longer repeat details, and agents focus on helping, not searching. DaVinci’s integration with SAP CRM and Avaya ACCS supports future growth and new technologies.
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DaVinci helped Luxury Auto Group unify customer interactions. Before, they used disconnected CRM systems that made tracking and communication hard.... With DaVinci, they integrated Salesforce and Cisco, plus built a custom app for agents. Now, agents get instant customer info and can mask calls for privacy. This makes appointment scheduling easier and boosts customer loyalty. The new system gives agents location-specific insights and improves outbound call efficiency.
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AMC Technology helped a leading RV retailer use real-time transcription in Salesforce Voice with Azure. The retailer needed better call... data and secure, scalable transcription for hundreds of users. AMC designed a selective transcription bridge, cutting costs and data exposure. The solution saved over $600,000 in the first year compared to other options. The retailer now has a plan for AI-driven insights and improved agent workflows.
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AMC Technology helped a leading home improvement retailer in Canada migrate 400 agents from SAP C4C to Salesforce Voice while keeping Avaya telephony in place. The phased migration... reduced manual work and system switching for agents. AMC’s DaVinci Platform unified Salesforce and Avaya controls, enabling faster support and more accurate data. The solution prepared the contact center for AI features like transcription and automation. There was no disruption to daily operations during the transition.
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DaVinci by AMC Technology helped a leading household and personal care retailer unify customer interactions across multiple contact center platforms. The company faced... challenges integrating SAP CRM, SAP C4C, and third-party CTI systems like Five9 and Genesys. DaVinci enabled seamless integration, automated case generation, and improved agent productivity. Agents could access all customer data in one place, leading to faster query resolution. Real-time insights and callback features boosted customer satisfaction and loyalty.
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AMC Technology helped a national financial advisory firm validate real-time transcription in Salesforce Voice with Avaya. The firm needed accurate,... AI-driven insights for sensitive client conversations but lacked transcription capability. AMC delivered a proof of technology in days, showing secure, live transcription with no custom code. They mapped server architecture and planned for scaling to 1,600 advisors. The solution improved advisor support, compliance, and set a foundation for future integrations.
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Canon Financial Services used AMC Technology to enhance Salesforce Omni-Channel Supervisor. They wanted agents to handle phone, email, and chat... in one place. AMC integrated Salesforce and Avaya, letting managers move agents between channels easily. Call handling time dropped because agents could find customer info faster. Agents liked the single interface and screen pop feature. Training was quick and simple for the team.
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AMC Technology's integration for SAP CRM and Cisco helped CLAL Credit Insurance cut average call times by 30 seconds. The company used... AMC's CTI solution to connect its Cisco phone system with SAP CRM for 400 contact center agents. Key features included click-to-dial, automatic call logging, and screen pop of customer details. This improved customer service and allowed more customers to be served with the same staff. CLAL Insurance leads the Israeli credit insurance market and serves over 450 clients.
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Continental Tire used AMC Technology's Contact Canvas with SAP and Avaya to improve call handling. Before the CTI integration, agents... struggled with manual customer searches, leading to wrong deliveries and errors. After implementing the solution for 245 users across 23 call centers, call-handling time dropped and mistakes decreased. The number of faulty orders and complaints went down. Customers and agents became more satisfied. The CTI link also encouraged other markets to adopt the system.
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Scope Metals Group used AMC Technology's DaVinci platform to connect their SAP CRM with their phone system. Over 60 sales... agents handle about 900 calls daily. Before AMC, their in-house screen pop solution could not show customer data from SAP. DaVinci integration now gives agents instant customer details when calls come in. This single pane of glass view makes agents faster and more efficient. Scope Metals values AMC's dedicated support and plans to keep improving their phone metrics.
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DaVinci helped a leading global manufacturer of precision instruments modernize its communication systems. The company faced challenges with separate call... control and CRM systems, causing inefficiencies. By integrating DaVinci’s cloud telephony and open API, they streamlined operations and improved agent productivity. The solution enabled seamless customer data integration and flexible communication tools. The manufacturer now enjoys better customer service and increased efficiency across its contact center.
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