AMC Multi-Channel Integration
Suite™
AMC Multi-Channel Integration
Suite
uniquely qualifies AMC to provide real-time connectivity between leading
CRM applications and contact center solutions. Through its open architecture,
the AMC product suite enables contact centers
to integrate a variety of communication channels, across different platforms,
using new or existing infrastructure - creating a true multi-channel,
multi-vendor contact center.
The AMC product suite
provides certified, pre-packaged integration to reduce implementation time and
lower the total cost of ownership. As a software
development partner with CRM application providers including SAP, Siebel, PeopleSoft
and Microsoft and with contact center solution providers including Avaya, Cisco
and Nortel. AMC develops certified integration solutions that have been proven
in numerous production deployments worldwide.
Product Highlights
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Certified, pre-packaged integration
allows rapid implementation and lowers
the total cost of ownership. |
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Numerous partner-tested
integration certifications for leading
CRM and contact center systems based on
standard API’s.
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Robust, proven
architecture has been successfully
deployed at more than 75 major
corporations and used every day by
thousands of agents worldwide.
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Standards-based, open
architecture enables real-time customer
information exchange in a true
multi-vendor environment.
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The AMC product suite is the
foundation for AMC multi-channel integration solutions that allow contact
centers to more efficiently manage all types of customer interactions with
higher levels of customer service. Through their CRM application, contact
centers can provide a unified agent-desktop that supports telephone,
email and Web channels allowing agents to more effectively serve customers
with greater personalization.
Product Components
AMC Multi-Channel Integration Suite consists
of key components that provide certified,
pre-packaged integration between leading CRM
applications and contact center solutions and manage the real-time flow of
customer interactions and data.
AMC Multi-Channel Integration Server™
(MCIS) is the
core server component that provides centralized communication management. More >>
AMC Application Adapters
interface between MCIS and CRM applications and manage the real-time exchange of data and enable
the agent-desktop. More >>
AMC Channel Connectors
facilitate real-time information flow between MCIS and various communication channel
systems including CTI servers. More >>
AMC Email
Interaction solutions provide email interaction management and enable
email functionality in the CRM desktop. More >>
AMC
Interaction Routing
solutions provide enhance routing workflow through access to CRM application data and rules. More >>
