AMC Application Adapters
AMC Application Adapters provide the interface between AMC Multi-Channel
Integration Server™ (MCIS) and CRM applications, using the CRM vendor’s
standard interface, to manage real-time communication and enable
the agent desktop functionality. AMC offers certified, pre-packaged
Application Adapters for leading CRM applications including mySAP CRM,
Siebel,
PeopleSoft CRM, Microsoft Dynamics CRM, and custom CRM applications.
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AMC Application Adapter for SAP provides the interface between MCIS and SAP CRM,
managing real-time information exchange and delivering multi-channel interactions to SAP CRM Interaction Center (IC). This interface enables a
unified agent desktop using the standard SAP CRM Integrated Communications Interface (ICI) API. Support is provided for mySAP CRM 4.0 IC WinClient
and WebClient, including simultaneous support of both WinClient and WebClient.
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AMC Application Adapter for Siebel provides the interface between
MCIS and Siebel, managing real-time information exchange and enabling telephony functionality. The Application Adapter uses the Siebel Communications API (SCAPI)
to interface with the Siebel Communications Server for access to
Siebel application functionality. Support is provided for Siebel 7.x
and 8.0.
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AMC Application Adapter for PeopleSoft provides the interface between
MCIS and PeopleSoft CRM, managing real-time information exchange and enabling telephony functionality. The Application Adapter uses PeopleTools and the PeopleSoft
Multi-Channel API (PSMCAPI) to interface with the REN Server for access to PeopleSoft application functionality. Support is provided for PeopleTools
8.45 and higher.
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AMC Application Adapter for Microsoft
Dynamics CRM provides the
interface between MCIS and Microsoft Dynamics CRM, managing real-time information exchange and delivering multi-channel interactions to AMC Interaction Assistant for Microsoft
Dynamics CRM.
Interaction Assistant provides an enhanced user interface that enables call center functionality within Microsoft
Dynamics CRM. The Application Adapter utilizes the standard .NET
Web application service via Simple Access Object Protocol (SOAP). Support is provided for Microsoft
Dynamics CRM 3.0 and 4.0.
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AMC Application Adapters for custom applications offer the flexibility to imbed contact center functionality
into existing CRM applications. They provide the interface between MCIS and the existing CRM application, managing real-time information exchange and delivering multi-channel
interactions to the CRM application desktop. They support integration with various technology standards, including Java, .NET, Visual Basic, C/C++, and SOAP. |
