AMC Technology
Announces New Version of AMC Application Adapter for salesforce.com
New Features
Improve Functionality and Usability for Agents in Contact Centers Using
Salesforce CRM
Richmond, VA – February 10, 2009
-
AMC Technology, L.L.C.,
a leading provider of multi-channel integration solutions for contact centers,
today announced the general availability of a new release of the
AMC Application Adapter for salesforce.com
for its flagship product, the
Multi-Channel Integration Suite (MCIS™).
This new version enhances ease-of-use and performance for agents using
Salesforce CRM
as part of their workflow in a contact center.
The AMC Application Adapter for salesforce.com facilitates
communication between MCIS
and Salesforce, allowing the CRM vendor’s standard user interface to seamlessly
link to existing CTI and provide additional agent desktop telephony
capabilities. Resulting improvements in operational efficiency decrease call
times and improve customer experience.
Previous functionality included screen pops with relevant
customer information; automatic logging of inbound and outbound calls;
redirection of calls and click-to-dial, all from within Salesforce. Current
customers using the adapter will be contacted regarding this upgrade.
Expanded Application Adapter capabilities include:
-
Customized pop-up with Visualforce pages:
Utilizes salesforce.com’s
Visualforce
application to provide redirects to a webpage or another in-house application.
-
Configurable Displays of Call Attached Data (CAD):
Assists agents in authenticating a caller, allowing the agent to immediately
begin helping the customer.
-
Support wrap-up mode and wrap-up notes:
Allows for a ‘not ready’ state while agents finish entering data from the call.
-
Call notes and customized call logs search:
Assists agents in finding notes from previous calls.
”We added these enhancements in response to requests from
customers who wanted to give contact center agents better ease-of-use for their
business-crucial technology,” said Anthony X. Uliano, President/CTO of AMC
Technology, L.L.C. “Including this functionality as part of our standard
offering only increases the value that we deliver and emphasizes the strong
partnership that we have with salesforce.com.”
About AMC Technology
Founded in 1995, AMC Technology, L.L.C. is a leading provider of telephony and
multi-channel CRM integration. Used every day by thousands of call center agents
around the globe, AMC’s pre-packaged MCIS™ product is certified against leading
CRM applications such as
SAP,
Oracle Siebel
and
PeopleSoft CRM,
Salesforce
and
Microsoft
and leading contact center solutions such as
Aspect,
Avaya,
Cisco,
and
Nortel.
For more information, please visit
www.amctechnology.com,
contact
sales@amctechnology.com
or call +1 (804) 327-0170.
Multi-Channel Integration Server and MCIS are trademarks of AMC Technology,
L.L.C. All other product and service names mentioned are the trademarks of their
respective companies.
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Press Contact:
Amy Taggart
Sr. Marketing Specialist
804-915-0511
