AMC Multi-Channel Integration Server™ (MCIS)
AMC Multi-Channel Integration Server (MCIS) is the central
server component that manages the real-time flow of interactions between CRM
applications and contact center solutions. This integration
enables enhanced functionality including a unified agent-desktop, multi-channel
blending and routing of interactions, and access to enterprise data sources. As the
central server, MCIS interfaces with other systems through two key components: AMC
Application Adapters and AMC Channel Connectors.
AMC Application Adapters provide the interface between 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 7, PeopleSoft CRM,
Microsoft CRM, and custom CRM applications.
AMC Channel
Connectors facilitate the real-time information flow between 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 Avaya, Cisco, Nortel and others.
Typically, any events, event classes and request types
supported by vendor API’s are supported across the AMC product components.
