AMC Technology Solutions for SAP mySAP CRM and Telephony Contact Center Integration.

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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 SAP CRM application and Call Center equipment

Solutions for mySAP™ CRM

AMC solutions for mySAP™ 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 mySAP 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 SAP customer data. Call routing can be enhanced using business rules and customer data residing in SAP to ensure that the right customer reaches the right agent at the right time.

AMC has been working with SAP since 1998. From the creation of the original Customer Interaction Center (CIC) for R/3® and 3.X to the development of the Multichannel Interface for mySAP CRM Interaction Center, AMC has consistently provided innovative solutions for the SAP contact center environment. Our solutions for SAP R/3 and mySAP CRM include pre-packaged, server-based integration of telephony (CTI), email and web-chat solutions from leading contact center solutions including Avaya, Cisco, Nortel and others.

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

Enable full multi-channel functionality in mySAP CRM Interaction Center

Provide real-time agent and channel state with ANI/DNIS identification

Screen pop with business partner information and interaction history

Support for leading CTI servers from Avaya, Cisco, Nortel, and Aspect

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 SAP provides the interface with mySAP CRM and manages the real-time exchange of information with MCIS. It utilizes the standard SAP CRM Integrated Communications Interface (ICI) API to deliver interactions to SAP CRM Interaction Center (IC) enabling a unified agent desktop. More >>

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. 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 >>

Additional AMC product components for SAP 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 the mySAP 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 agent mySAP CRM IC screen populates with caller information simultaneous with the arrival of the call.

Supported Solutions

AMC solutions for SAP support mySAP CRM 4.0 Interaction Center WinClient and WebClient; mySAP CRM 3.0 and 3.1; and SAP R/3 3.x and 4.x.

The AMC product suite requires Windows Server 2000/2003 and supports various server and communications hardware and software configurations. The AMC product suite supports various versions and components of SAP and contact center systems.

To confirm SAP certification for AMC products, please visit the SAP Partner site and search on AMC Technology for a listing. SAP Partner Site>>