Davinci App is early adopter of Microsoft Dynamics 365 Channel Integration Framework for contact center communications

Microsoft recently released a public preview of its Dynamics 365 Channel Integration Framework, a set of APIs available to integrate third-party communication channel providers with Dynamics 365 Unified Interface Apps.

The Channel Integration Framework acts as an interface between the providers or aggregators and Unified Interface App, with the intent of encouraging developers and partners to build new communication experiences that tie in other cloud communication channels to interact with Dynamics 365.

Customer service integration platform provider AMC Technology has announced one of the first products to use the Channel Integration Framework, its Davinci contact center solution with Dynamics 365. The company states that they worked with Microsoft through the Channel Integration Framework's private preview.

The cloud-based Davinci app enables the consolidated use of different applications for a company's communication channels, according to the company.

"Customers could configure Skype for Business for agent to agent chatting, Twilio Flex for voice and customer chat and Vonage/Nexmo for SMS handling. If an organization has made these apps available, DaVinci will manage them and provide a seamless experience for the agent," said Anthony Uliano, Founder and CTO of AMC Technology. "If a customer has simpler requirements, a single app can handle all the channels through a single platform."

DaVinci's toolbar also enables features including screen pop, activity creation, call notes and advanced reporting. In addition to Dynamics 365, it integrates with platforms including Salesforce and SAP C4C.