Questions? Ask AMC!
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AMC provides certified
software to integrate Aspect telephony and
contact centers with
CRM applications. |
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Business |
Improve customer experience and operational efficiency
with better first call resolution, self service, agent time utilization and many other critical areas. |
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Technical |
Technical information about the AMC MCIS Solutions
and how they fit with your CRM application and Aspect Unified IP™
Contact Center
Products. |
Solutions for
Aspect®
AMC solutions for
Aspect Unified IP Contact
Centers provide packaged integration with leading business applications such
as salesforce.com, SAP™ CRM, Microsoft
Dynamics CRM, Siebel and PeopleSoft. Contact centers can improve call management
by enabling full CTI functionality for their CRM desktops by using AMC
technology to add softphone controls, caller identification and automatic screen
population.
As an Aspect Technology
Alliance Partner, AMC provides solutions for Aspect Unified IP Contact Centers
that deliver native, server-level integration.
Used everyday by thousands of agents around the globe, AMC
solutions help more than 170 innovative organizations to work more effectively
and deliver higher levels of customer service.
Agent Desktop Highlights
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Enables full CTI
functionality in the CRM application
desktop, including dial-out, conference
calls, transfers and click-to-dial |
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Provides screen pops with critical
customer information based on ANI/DNIS
identification right when the phone
rings
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Supports salesforce.com, mySAP CRM, Microsoft
Dynamics CRM, Siebel and PeopleSoft CRM |
AMC Solution Components
AMC Telephony Connectors serve as translators to facilitate the real-time
flow of events and call attached data (ANI, DNIS, etc.) between the CTI server
application program interface (API) and AMC Multi-Channel Integration Server
(MCIS). MCIS centralizes communication management with the CRM application and
queues and routes interactions to the appropriate agent.
More >>
Call Management Example
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The incoming call
passes from the PBX switch to the AMC Telephony
Connector via the Aspect Unified IP CTI server.
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The Telephony Connector passes the call to the central queue manager in AMC
MCIS.
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MCIS communicates with the CRM application, via the AMC Application Adapter, for appropriate routing and to capture caller data.
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The Telephony Connector passes the call back through the switch for transfer to the appropriate agent.
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The agent CRM screen populates with caller information simultaneous with the arrival of the call.
AMC Multi-Channel Integration Suite™
AMC solutions are built on AMC Multi-Channel
Integration Suite. 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.
More >>
To find out more about the Aspect partner
program and AMC, please visit the Aspect Alliance Partner Program directory.
Aspect Alliance Partner Program Site>>
