AMC Interaction Routing Solutions
AMC Interaction Routing
Solutions utilize contact center business rules and customer data
residing in CRM or other enterprise applications to enhance interaction routing
and ensure that the right customer reaches the right agent at the right time.
These solutions can work alone or with workflow scripting in current contact
center systems. AMC Interaction Routing
solutions provide two options for enhanced interaction routing.
AMC Data Connector
enhances call routing by using a contact center solution’s routing workflow capabilities and
access to customer data or business rules contained in CRM applications.
AMC Application Routing Gateway
provides full workflow and scripting capabilities to manage multi-channel interaction routing
based on the AMC Multi-Channel Integration Server™(MCIS) central queue, and
access to customer data or business rules contained in CRM applications or other
workflow or workforce management systems.
