AMC Technology is starting 2019 with a webinar series to deep dive into various CRM and CSM business applications and how to make the most of your contact centre integration. For each business application, AMC Technology aims to educate and illustrate what’s possible when combining an already powerful application with clever CRM integrations.
Twilio
AMC Technology has formed a strong partnership with CPaaS specialists, Twilio. In October, CTO and Founder of AMC Technology, Anthony Uliano joined Patrick Watson for a Twilio Flex podcast. The first in the webinar series will be a co-hosted webinar with Twilio dedicated to Twilio Flex and Salesforce integration through AMC’s DaVinci Agent. DaVinci is an embedded agent experience that sits natively in the Salesforce users window. This is seen as a must-have feature by contact centre and CRM users. User experience dictates that the single pane of glass approach is preferred.
AMC Technology will be showcasing how customers can use Salesforce Omni-Channel External Routing to route both channel and non-channel work items through Twilio Task Router for a true blended agent experience.
Microsoft Dynamics and ServiceNow
Following the Twilio webinar, AMC Technology will continue the series by diving deeper with several more CRM and CSM applications. They will explore new frameworks being offered by Microsoft Dynamics and ServiceNow, showing you how to add new cloud-based digital channels to on-premises telephony setups. Each webinar will see a resident expert bought into the discussion to answer specific questions on contact centre and CRM/CSM integration. In total, there will be 5 webinars in the series. The schedule is included below.
DaVinci Deep Dives – webinar series
- Salesforce & Twilio Flex – Co-Hosted with Twilio (January 29th)
- Microsoft Dynamics 365 (February 12th)
- SAP C4/Hana (February 26th )
- ServiceNow (March 12th)
- ZenDesk (March 26th)
Accompanying materials
To complement the webinars, AMC Technology will also be publishing whitepapers and other supporting materials to further educate and drive awareness.
AMC Technology is starting to make quite a noise in the contact centre market. AMC Tecnology now boasts support for CRM applications like Salesforce, Microsoft Dynamics, ServiceNow, ZenDesk and SAP. They can also offer support for CPaaS and cloud UC platforms like Nexmo, Twilio, Microsoft Skype for Business, RingCentral an Amazon Web Services. Furthermore, AMC Technology continues to offer support for on-premises solutions that are commonly left behind by players in the UC and contact centre space. Support for on-premises solutions from Avaya, Cisco and Aspect is still a large part of the AMC Technology focus, as we move into 2019.
With Picasso viewed as a worthy on-premises competitor to cloud deployments and DaVinci ideal for the cloud, the AMC Technology portfolio coordinates cloud and on-premises communication channels with intelligent routing and reporting capabilities, through a seamless agent experience. If customer needs expand beyond out-of-the-box features, Agent Palette – a customisable container forJavaScript-based enhancements – allows AMC Technology to help implement even the most bespoke requirements.
For more information, and to register for the DaVinci webinar series, see the AMC Technology events page.
