Case Study: a regional financial institution simplifies secure authentication with AMC Technology’s DaVinci Screen Pop

a regional financial institution simplifies authentication with AMC Technology, getting 99% of authentication info at agents’ fingertips

The customer, a regional financial institution, faced a significant challenge in its contact center where agents lacked a single view of customer data, forcing them to use multiple systems to answer lengthy authentication questions. This process was inefficient and harmed the customer experience. To address this, the institution worked with vendor AMC Technology to implement its DaVinci product, specifically leveraging its Screen Pop functionality.

AMC Technology's solution integrated DaVinci with the institution's existing Salesforce and Cisco systems. This provided agents with an immediate screen pop containing nearly all required authentication data at the start of a call. The results were highly positive, saving agents significant time by eliminating the need to access four or five separate systems. This led to faster, more efficient calls and a greatly improved experience for both customers and agents, a benefit that was especially critical during a period of high call volume.