AMC Channel Connectors
AMC Channel Connectors facilitate the real-time information flow between AMC Multi-Channel Integration Server™ (MCIS) and various
communication channel systems, including call center solutions via CTI servers, Interactive Voice Response (IVR) systems, email
servers, and Web chat applications. They enable inbound screen population, passing of contact attached data, and they use routing
functionality in MCIS to guide interactions through the incoming queue to the appropriate agent. AMC offers certified, pre-packaged
Channel Connectors for major contact center solutions, including those from
Aspect, Avaya, Cisco, and Nortel.
AMC Telephony Connectors
provide the interface between MCIS and contact center solutions, via CTI,
allowing agent desktop CRM applications to incorporate softphone telephony
controls, inbound screen population, and passing of call attached data such as
ANI, DNIS and customer data. AMC offers certified, pre-packaged Telephony
Connectors for major contact center solutions, including those from Aspect, Avaya,
Cisco, Nortel, and others.
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AMC Telephony Connector for Aspect includes support for Aspect Contact Server.
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AMC Telephony Connector for
Syntellect CT Connect™ includes support for Syntellect CT Connect (formerly Intel NetMerge,
Envox CT Connect).
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AMC Email Connector has an open interface to connect email packages to CRM systems. It uses MCIS
routing functionality to guide email messages through the incoming queue to the appropriate agent, similar to the way telephone calls are routed. The agent views customer information with the
email message on a single screen.
AMC Web Chat Connectors enable customer service via the Internet, offering quick response and
real-time interactive feedback. Incoming Web chat requests are placed in queue like telephone calls. Intelligent routing sends a Web chat request to the next available agent or certain
individuals with the appropriate skill set and training.
