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 Oracle PeopleSoft CRM application and Call Center equipment |
Solutions for Oracle PeopleSoft®
Enterprise CRM
AMC solutions for Oracle PeopleSoft 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 telephony (CTI) functionality in the PeopleSoft CRM desktop including
softphone controls, caller identification, and screen population. Agents can
place, receive, and transfer customer interactions with full, real-time access
to PeopleSoft CRM customer data. Call routing can be enhanced using business
rules and customer data residing in PeopleSoft CRM to ensure that the right
customer reaches the right agent at the right time.
As an Oracle Certified Partner, AMC develops solutions for PeopleSoft Enterprise CRM. Through the standard PeopleSoft
Multi-Channel API (PSMCAPI) in PeopleTools, AMC
provides pre-packaged integration for leading telephony solutions including
Aspect, Avaya, Cisco, Nortel and others.
Used everyday by thousands of agents around the globe, AMC solutions help 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 PeopleSoft CRM
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 leading CTI servers from
Aspect, Avaya, Cisco, and Nortel |
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 PeopleSoft CRM provides the interface with PeopleSoft CRM and manages the real-time exchange of information with MCIS. It utilizes PeopleTools
and the standard PeopleSoft Multi-Channel API (PSMCAPI) to interface with PeopleSoft CRM application pages.
More >>
AMC Telephony Connectors are available for leading CTI solutions including Avaya, Cisco, Nortel and Aspect. 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 >>
Call Management Example
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The incoming
customer call
to the contact center reaches the IVR/PBX which
then signals the event to the CTI server and
passes the call data.
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The CTI server,
through its standard communications API, passes
the event data to the AMC Telephony Connector,
which passes the event data to the central queue
manager in AMC Multi-Channel Integration Server (MCIS).
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MCIS communicates
the event data, via the AMC Application Adapter,
to the PeopleSoft REN server using the
PeopleSoft Multi-Channel API (PSMCAPI).
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The agent's
PeopleSoft CRM application uses the event data
to perform a look-up of the customer
information.
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The agent's PeopleSoft CRM screen populates with caller information simultaneous with the arrival of the call.
Supported Solutions
AMC solutions for PeopleSoft CRM support:
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PeopleTools 8.48 validated
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PeopleTools 8.45 and higher supported
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Enterprise CRM 8.9
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 and Oracle relationship, please see our Partners
section.
More >>
