CX solution provider AMC Technology has launched an innovative communications offering in the Microsoft Teams integration, DaVinci for Microsoft Teams.

This product enhances AMC’s extensive portfolio of pre-built applications and is built to integrate and personalize experiences for agents and customers seamlessly. DaVinci for Teams integrates CRM interactions from CCaaS, telephony systems, and internal comms through the Teams platform.

Sara Stout, Director of User Acquisition at AMC Technology, commented:

We are excited to introduce DaVinci for Microsoft Teams in response to the invaluable feedback from our valued partners and customers. The launch of this integration application signifies a transformative blended communication experience that fills a critical gap in the industry.”

DaVinci for Teams also extends critical customer data access to various business units, such as marketing, finance, customer experience, and overall organizational decision-making.

“In an ever-evolving landscape of customer experience, DaVinci for Microsoft Teams represents a pivotal step towards aligning our product offerings with our customer’s needs, especially as organizations are looking at innovative ways to use Teams’ Voice amid the decoupling from the desktop app,” added Stout.

AMC has said that pre-built integration applications like Teams are “just a fraction of the offering” the DaVinci platform provides for organisations. The platform holistically offers orchestration benefits across both deployment and experience, including interaction data that can be inputted for AI training, secure data protection, and the capability to trigger flows predicated on events in decoupled services.

What Have Been the Major Teams Stories From the Past Month?

Last week, Microsoft made the new Teams app generally available for Windows and Mac, providing users with the best performance yet.

The Teams client introduces full feature parity for almost all features, including call queues, PSTN calling, and contextual search in chats and channels. General availability also adds new features and enhancements and seamless cross-tenant communication and collaboration across multiple tenants and accounts.

In March, Microsoft launched the new Teams app in public preview, which was up to twice as fast with 50 percent less memory usage on Windows than its predecessor. Built on the React framework, the new Teams client boasts greater speed and performance, with WebView2 hosting the app to reduce memory usage and disc space, producing significant gains for Windows users.

Also, last week, Microsoft shared a detailed plan for signing up for Shared Calling for Teams Phone.

The solution aims to provide an alternative to accommodate organisations where some users don’t particularly utilise the Public Switched Telephone Network (PSTN) for their calling needs and might not need a dedicated assigned phone number. As well as a streamlined process, Microsoft says that shared Calling also minimises costs for a business because it removes the requirement for that dedicated assigned phone number for each user.

Instead of assigning a phone number to every user, Shared Calling admins set the phone number of a resource account associated with an Auto attendant for inbound and outbound PSTN calls. An Auto attendant “directs a caller to an appropriate person or department based on the caller’s input to the provided menu options — for example, dial by name or dial by extension,” as stated by Microsoft.

This month will also see the public preview arrival of Teams-integrated immersive meetings solution Mesh.

Users can join immersive spaces using tools that are already accessible, whether through Microsoft Teams or a custom immersive space in Mesh. Immersive spaces will be available initially through a PC or Meta Quest VR headsets.

Mesh for Teams features encompass digital avatars, pre-made 3D environments, meeting participants being able to select seating positions, spatial audio and audio zones, and interactive activities for participants.

IT admins must double-check that they have one of several enterprise subscriptions before they can enable the Mesh app in the Teams Admin Centre — Teams Essentials, Microsoft 365 Business Basic, Microsoft 365 Business Standard, Microsoft 365 Business Premium, Microsoft 365 E3/E5, and Office 365 E1/E3/E5.



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