In line with AMC Technology's webinar series, the CTI software specialist can now confirm they have launched integrations into leading customer service platforms, ServiceNow and Zendesk. Both ServiceNow and Zendesk are widely used across customer supports functions and frequently recognised as leaders in their market.
According to Forbes, ServiceNow is in use by 840 of the Global 2000 and they boast 500 customers now doing more than $1 million in business, an increase of 43% year-over-year. Zendesk is quoted on Wikipedia as serving 119,000 paying customers in 150 countries and territories.
Functionality
When integrating your contact centre communication channels with your customer service software, you are extending functionality. By integrating two systems, they can exchange data and provide features impossible without each other. AMC is focusing on enhancing the benefits for customers by enabling multiple cloud and on-premises business applications and communication channels to share data and events within their DaVinci frameworks. DaVinci has the ability to manage presence across channels, collect agent and channel metrics, and share data with CRM and CSM applications. Features like screen pop, activity creation, call notes, omnichannel routing, and advanced reporting are all possible across a wide variety of channels.
Both ServiceNow and Zendesk will now benefit from the following functionality with DaVinci:
Integrated toolbar with contextual call controls
Voice and digital controls are presented based on the status of the call or the requirements of your contact centre. This adds needed controls within the toolbar, eliminating the need for an agent to switch to other tools. App switching is a particular problem when it comes to user experience, sapping productivity, but also delaying the time to service a customer - resulting in lesser customer experience.
