CRM and Contact Center Integration Software | AMC Technology
Retail Case Studies and Success Stories with AMC Technology
CASE STUDY A leading manufacturer and distributor of household and personal care brands
DaVinci by AMC Technology helped a leading household and personal care retailer solve problems with fragmented customer data during a CRM migration. The company needed to integrate multiple CTI syste...ms like Five9, Genesys, and RingCentral with SAP C4C. DaVinci unified these systems, making it easier for agents to access all customer information in one place. This led to higher productivity, better call center efficiency, and improved customer satisfaction. The solution also automated case generation and streamlined communication between internal and external teams.
CASE STUDY A leading home improvement retailer in Canada
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.
CASE STUDY A leading manufacturer and distributor of household and personal care brands
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.
Utilities Case Studies and Success Stories with AMC Technology
CASE STUDY CPS Energy
AMC Technology's DaVinci platform helped CPS Energy migrate from Avaya AES to Cisco UCCX with no issues. CPS Energy used AMC's integration to connect their telephony platform with SAP CRM. The soluti...on made the migration easy and reduced customer frustration by enabling screen pop, so customers did not have to identify themselves multiple times. CPS Energy handles 12,000-15,000 calls daily and values the reliability and support from AMC. The platform has provided stable service for over 16 years.
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.
Financial Services Case Studies and Success Stories with AMC Technology
CASE STUDY CLAL Insurance
AMC Technology's DaVinci integration helped CLAL Insurance connect their Cisco phone system with SAP CRM. CLAL Insurance wanted to improve customer service and reduce call handling times. The solutio...n provided features like click-to-dial, call logging, and screen pop of customer details. The most helpful feature was automatic screen pop from SAP CRM. As a result, CLAL Insurance shortened average call duration by 30 seconds per call.
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 system. AMC's solution let managers move agents between channels easily using Salesforce's Omni-Channel Supervisor. Agents now use a single interface, which reduced call handling and disposition times. The new system is easy to use, and agents like the screen pop feature best.
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.
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.
DaVinci helped Ameris Bank improve secure authentication in their contact center. Before DaVinci, agents had to check four to five systems to verify customers, which took a lot of time. With DaVinci'...s screen pop, 99% of needed information appears instantly when a call comes in. This made calls faster and easier, especially during the pandemic when call volume increased. Agents and managers say DaVinci saved time and money and improved customer experience.
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.
Food & Beverages Case Studies and Success Stories with AMC Technology
CASE STUDY Coca-Cola South Africa Contact Center
DaVinci helped Coca-Cola South Africa Contact Center improve customer service. The center integrated DaVinci with Dynamics 365 and Genesis telephony. Agents now use a single interface for calls, emai...ls, and orders. The center exceeded its goal by answering 95% of calls within 20 seconds. This led to better efficiency and higher customer satisfaction. The company plans to expand this solution across Africa.
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.
Consumer Services Case Studies and Success Stories with AMC Technology
CASE STUDY Carnival Cruise Line
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.
Carnival Cruise Line used AMC Technology's DaVinci platform to modernize its contact center. The company faced challenges with inconsistent sales reporting and manual call logging. DaVinci automated ...call logging and provided real-time insights, helping sales managers track performance and improve lead conversion. The integration with NICE CXOne and Oracle Siebel SCAPI enabled a smooth transition to the cloud and enhanced agent productivity. Carnival now plans to expand DaVinci across its other cruise lines for better data and strategic planning.
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.
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.
DaVinci helped Darby Dental Supply streamline outbound call center operations. The company integrated DaVinci with Salesforce and Avaya to enable click-to-dial for over 230 agents. This made it easie...r for agents to make 30 to 40 outbound calls each day. During the pandemic, Darby Dental's agents moved to remote work with no issues using DaVinci. The company has used DaVinci for 10 years to improve customer experience and efficiency.
DaVinci by AMC Technology helped Scope Metals Group improve their call center operations. Scope Metals needed better integration between their SAP CRM and phone system to show customer data during ca...lls. DaVinci provided a single pane of glass for agents, making it easier to handle calls and find information. This increased agent efficiency and improved customer service. Scope Metals also praised AMC Technology for their fast and helpful support.
Manufacturing Case Studies and Success Stories with AMC Technology
CASE STUDY Continental Tire
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.
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.
CASE STUDY A leading global manufacturer of precision instruments
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.
DaVinci Toolkit helped Continental Tire cut call-handling time and reduce mistakes. Before using the solution, agents had to search for customers manually, leading to errors and wrong deliveries. Wit...h Contact Canvas integrated with SAP and Avaya, call centers improved service and handled calls faster. The number of faulty orders and complaints dropped. Agents and customers became more satisfied. The CTI integration encouraged other markets to adopt the system.
DaVinci helped Alghanim Industries improve their call center operations. Before DaVinci, agents had to switch between screens and log in multiple times, which slowed them down and caused errors. With... DaVinci, agents use a single sign-on and a unified interface. Warm transfer lets agents keep customers on the line while connecting with sales. This made customer service faster and better. Alghanim saw higher productivity, fewer errors, and improved customer experiences.
CASE STUDY A leading global manufacturer of precision instruments
DaVinci helped a leading global manufacturer of precision instruments improve their communication systems. The company needed to modernize and integrate their call control and CRM for better efficien...cy. DaVinci's cloud telephony solution provided flexible integration and advanced call controls. The result was higher productivity, better customer service, and a successful digital transformation. The company now benefits from seamless data integration and a modern contact center experience.
Automotive Case Studies and Success Stories with AMC Technology
CASE STUDY Colmobil
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.
CAA Club Group used DaVinci to improve their contact center operations. Before DaVinci, agents spent too much time searching for customer details and verifying information, leading to long wait times.... DaVinci automated customer validation and integrated with their CRM, saving agents an average of 40 seconds per call. In Q4 2024, this added up to 3,845 hours saved. The solution made member interactions faster and less frustrating, and CAA expanded DaVinci to their travel call centers.
CASE STUDY One of North America’s top dealership groups
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.
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.
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.
AMC Technology's CTI integration helped Colmobil improve call center operations. Colmobil's agents struggled with switching between SAP CRM and Cisco UCCX CTI, causing errors and slow service. AMC's ...solution unified the user interface and automated customer data display for agents. This made call handling faster and reduced manual work. As a result, Colmobil saw higher productivity, better customer service, and fewer errors in their call center.
DaVinci helped Luxury Auto Group improve customer support and loyalty program management. The group faced problems with disconnected CRM systems and inefficient customer management. By integrating Sa...lesforce CRM and Cisco with DaVinci, they created a custom app for better call management and appointment scheduling. Agents now use inbound screen-pop and call masking features to personalize service and protect dealership identity. This solution made customer interactions smoother and increased customer loyalty.
