Questions? Ask AMC!
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AMC
Provides pre-certified out-of-the box
software to integrate 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 Avaya Call Center equipment |
Solutions for Avaya
AMC solutions for Avaya provide pre-packaged, server-based integration that delivers real-time connectivity with leading CRM applications. Contact
centers can improve call management and enable full CTI functionality in their CRM desktop including softphone controls, caller identification, and screen population. Agents can place, receive, and
transfer customer interactions with full, real-time access to CRM customer data.
As an Innovator Member of Avaya Developer Connect Program, AMC provides solutions for Avaya™
Interaction Center (IC), Avaya Computer Telephony (CT) and Avaya IVR.
Pre-packaged integration is available for leading CRM applications including mySAP™
CRM, PeopleSoft® CRM, Microsoft® CRM and for custom applications.
Used everyday by thousands of agents around the globe, AMC solutions help more than 75 innovative organizations to work more effectively and deliver higher levels of customer service.
Agent Desktop Highlights
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Enable full CTI
functionality in the CRM application
desktop |
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Provide real-time agent
and channel state with ANI/DNIS
identification
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Screen pop with customer information
and interaction history |
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Support for mySAP CRM, PeopleSoft CRM,
and Microsoft CRM |
AMC Solutions Components
AMC Telephony Connectors are
available for Avaya Interaction Center (IC) and Avaya Computer Telephony (CT).
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.
AMC
IVR Connector for Avaya IVR supports
communication between the IVR system and the CRM
application for self-service or for enhanced call
management. The IVR Connector allows the exchange
of data, query and validation functions, and the
gathering of customer information as call attached
data. It interfaces with the Telephony Connector to
perform call routing and management. More >>
Call Management Example
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The incoming call passes from the PBX switch to the AMC Telephony Connector via the Avaya CTI server.
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The Telephony Connector passes the call to the central queue manager in AMC Multi-Channel Integration Server (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 confirm Avaya Compliance Testing for AMC
products, please view the AMC Technology Member Profile on the Avaya Developer
Community site.
Avaya Developer Community Site>>
