Reimagine Your Contact Center Solution in the fast-paced world of contact centers, staying ahead means more than just keeping up – it means transforming the entire contact center experience. The newly launched Siebel Communications API (SCAPI) programming interface makes that transformation possible. 

Let’s explore how this transformative API is elevating contact center experience to new heights through a success story. 

An international cruise line, Carnival Cruise Line, headquartered in Florida, enhanced its contact center operations by integrating AMC technology’s DaVinci for NICE CXOne with their modernized customer service environment. This integration, powered by the new SCAPI interface, helped their agents access customer data faster and with greater accuracy, thereby improving the contact center’s efficiency and productivity. The observed ROI included:

  • Support for the modernization of infrastructure without losing critical functionalities.
  • Easy and streamlined integrations.
  • Access to enhanced tools and real-time customer data across platforms.
  • Reduced manual tasks, streamlined workflows, and increased agent productivity.
  • Continuous system improvements enabled without interrupting daily operations.

Kevin Harrison, AVP, IT Shoreside Business Systems at Carnival Cruise Line shared:

“Our collaboration with AMC allowed us to embrace a more scalable, flexible and future-proof contact center solution. With the help of DaVinci Toolkit and the newly launched SCAPI integration, our agents can now access enhanced customer data faster and with greater accuracy, significantly improving the overall experience for both customers and staff.” 

This success story illustrates how SCAPI enables companies like Carnival to seamlessly transition to modern cloud systems while preserving the core functionalities of their existing CRM platforms, ensuring their operations are streamlined and future ready. 

Carnival Cruise Line’s success story is a great example of how SCAPI can meet your business requirements for enhancing contact center experience. If your business needs to modernize its contact center experience, start by thinking about your requirements and user journeys. Then, discuss these with us, and we can help you get started.

For more information on SCAPI solutions, you can visit: