Questions? Ask AMC!
|
AMC
Provides pre-certified out-of-the box
software to integrate telephony and
contact centers with
CRM applications. |
|
Business |
Improve customer experience and operational efficiency
with better first call resolution, self service, agent time utilization and many other critical areas. |
|
Technical |
Technical information about the AMC MCIS Solutions
and how they fit with your Microsoft Dynamics CRM application and Call Center equipment |
Solutions for Microsoft®
Dynamics CRM
AMC solutions for Microsoft
Dynamics CRM provide pre-packaged, server-based integration that delivers real-time connectivity
with leading contact center solutions. Contact centers can more efficiently manage customer interactions and deliver superior levels of customer service.
Through this integration, contact
centers can enable multi-channel functionality in Microsoft Dynamics CRM desktop
including telephony (CTI) softphone controls, caller identification, and screen
population. Agents can place, receive, and transfer customer interactions with
full, real-time access to Microsoft CRM customer data. Call routing can be
enhanced using business rules and customer data residing in Microsoft Dynamics CRM to
ensure that the right customer reaches the right agent at the right time.
As a Microsoft Gold Certified Partner and a Beta Program participant, AMC has been working with Microsoft CRM since its inception.
The AMC product suite offers a contact center framework that delivers interaction controls and contact center functionality built into the user's Microsoft CRM desktop.
The open platform design supports pre-packaged integration of telephony (CTI), email and web-chat solutions from leading contact center solution providers including
Aspect, Avaya,
Cisco, Nortel and others.
Used everyday by thousands
of agents around the globe, AMC solutions help more than 200 innovative
organizations to work more effectively and deliver higher levels of customer
service.
Agent Desktop Highlights
|
|
 |
Enable full CTI functionality in
Microsoft Dynamics CRM desktop |
|
|
|
Provide real-time agent
and channel state with ANI/DNIS
identification
|
|
|
|
Screen pop with customer information
and interaction history |
|
|
|
Support for leading CTI servers from
Aspect, Avaya, Cisco, Nortel and others |
AMC Solutions Components
AMC Multi-Channel Integration Suite™
consists of key components that provide pre-packaged integration between leading CRM applications and contact center solutions. More >>
AMC Multi-Channel Integration Server™ (MCIS) is the central server
component that manages the intelligent flow of voice (CTI), email and chat interactions. MCIS interfaces with various systems through two key components: AMC Channel Connectors and AMC Application Adapters.
More >>
AMC Application Adapter for
Microsoft CRM provides the interface with Microsoft CRM and manages the real-time exchange of information with MCIS. It utilizes standard .NET services to deliver interactions to an enhanced desktop.
More >>
AMC Contact Center for Microsoft Dynamics CRM provides a contact center user interface framework that delivers interaction controls and contact center functionality built into the Microsoft CRM desktop.
AMC Channel Connectors facilitate real-time information flow between MCIS and various communication channel systems including call center solutions, via CTI, Interactive
Voice Response (IVR) systems, email servers, and Web chat applications. They enable contact attached data (ANI, DNIS, email address, etc.) and use MCIS routing functionality to guide interactions through the incoming queue to the appropriate agent.
AMC Telephony Connectors are available for leading CTI solutions including
Aspect, Avaya, Cisco, Nortel and others. 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 MCIS.
More >>
Additional AMC product components for Microsoft Dynamics CRM include AMC Email
Interaction Solutions to enhance email channel support and
AMC Interaction Routing Solutions to enhance interaction routing.
Call Management Example
-
The incoming call passes from the PBX switch to the AMC Telephony Connector via the CTI server.
-
The Telephony Connector passes the call to the central queue manager in AMC Multi-Channel Integration Server (MCIS).
-
MCIS communicates with
Microsoft Dynamics CRM, via the AMC Application Adapter, for appropriate routing and to capture caller data.
-
The Telephony Connector passes the call back through the switch for transfer to the appropriate agent.
-
The Microsoft CRM screen populates with caller information simultaneous with the arrival of the call.
Supported Solutions
AMC solutions for Microsoft support Microsoft Dynamics CRM 4.0 and 3.0 as well as the older Microsoft Business Solutions CRM 1.0 and 1.2.
The AMC product suite requires Windows Server 2003 and supports various server and communications hardware and software configurations. The AMC
product suite supports various versions and components of contact center systems.
For more information on the AMC Microsoft Relationship, please view our Partner Profile in the Microsoft Partner Resource Directory.
Microsoft Resource Directory >>
