For this Partner Spotlight, we talked with Mariah Mays, Director of Marketing at AMC Technology.

Overview

AMC Technology is a leader in providing services that empower and drive efficiency for contact centers since 1995. We improve interactions between agents, customers, businesses, and communities through our flagship product, DaVinci™. DaVinci provides best-of-breed contact center integration applications, services grounded in years of industry experience and a powerhouse platform, enabling the building and deployment of exceptional customer experiences.

What are the key use cases and benefits of DaVinci for Oracle?

  • Modernized integrations keep customers invested in the Siebel platform as they transition to hybrid or cloud-based environments
  • DaVinci’s flexibility with client-side SCAPI ensures a quick and effective rollout within Oracle’s ecosystem with simplified deployments.
  • DaVinci supports customers in migrating from on-premise setups to Oracle Cloud Infrastructure (OCI), ensuring a smooth transition while maintaining key contact center functionalities.
  • Real-time transcription, agent assist, and conversational IVR/IVA capabilities powered by DaVinci and our team help rollout AI features in their current tech stack.

What are your key Siebel CRM-related benefits in the pre-built integration solution?

The DaVinci platform provides a pre-packaged integration between Siebel CRM and leading contact center solutions. Key features are:

  • Supporting ACD work state and softphone controls, caller identification, and screen pop.
  • Agent “not ready” reason codes.
  • Allows agents to effectively place, receive, and transfer interactions with full, real-time access to customer data in Siebel CRM.
  • Supporting Open UI framework, enabling full CTI functionality inside the Siebel CRM application using the Communications Toolbar.
  • AMC solution for Siebel CRM is validated on releases 8.2 (IP2015) all through to the latest 23.x release.
  • Automatically logs call information and interaction times.

What are your key Cloud offerings and services that relate to Siebel CRM?

Our services relating to Siebel CRM and CX are as follows:

  • Oracle CX Sales
  • Oracle CX Service
  • Oracle Siebel CRM
    • Oracle Siebel Communications API (Client-side SCAPI)

What are the benefits of AMC’s Client-side SCAPI integration?

AMC provides a Client-Side SCAPI integration to bring Cloud CCaaS capabilities into Siebel CRM. Through Client-Side SCAPI, DaVinci enables the migration from on-premise to cloud telephony providers while simultaneously improving the stability of integration within Siebel Communications.

Existing AMC customers will experience seamless migration from the on-premise solution to our cloud DaVinci platform so that they can transition to cloud telephony at their own pace.

How does AMC Technology modernize the contact center with Siebel and DaVinci?

DaVinci bridges Siebel with modern CCaaS platforms, enabling seamless integration, allowing for AI functionality with real-time transcription, and helping Oracle customers enhance their contact center capabilities while maintaining Siebel’s core functionalities.

Which CCaaS and collaboration platforms does AMC support?

DaVinci currently supports integration with all major CCaaS platforms, including:

  • Five9
  • NICE CXone
  • Genesys Cloud CX
  • Avaya
  • Amazon Connect
  • RingCentral
  • Cisco
  • Enghouse
  • Microsoft Teams
  • Alvaria

How else can AMC support Siebel customers?

  • Leverage AMC’s professional services and the DaVinci Toolkit to address customer needs that go beyond standard SCAPI deployments, ensuring a comprehensive and scalable solution.
  • Support customers in migrating from on-premise Siebel environments to OCI, ensuring minimal disruption and enhanced cloud functionality.

What recent Siebel CRM customer success stories do you have to share?

Carnival Cruise Lines struggled with inconsistencies in reporting. Agent call logging was error prone and irregular. Carnival used the AMC Interactive Orchestration Platform to connect Siebel with Avaya and the necessary reporting for 700 agents. This led to more accurate reporting and increased lead conversions.

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

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.

 

For more information on Siebel CRM solutions and services, you can visit the AMC Technology website