AMC Technology Solutions for SalesForce salesforce.com 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 salesforce.com CRM application and Call Center equipment

salesforce.com

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

Agent Desktop Highlights

Single agent desktop utilizes salesforce.com's user interface to perform all customer service and interaction management.
Customer interactions are intelligently blended and routed to contact center agents across multiple communication channels through a single desktop.
Agents can place, receive, and transfer interactions with full, real-time access to customer data in salesforce.com's application.
Compatible with salesforce.com Enterprise edition.

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 provides the interface with salesforce.com and manages the real-time exchange of information with MCIS. It utilizes salesforce.com's soft phone user interface and contact centers.

The Application Adapter provides Salesforce.com clients access to enhanced contact center functionality from a leading provider of multi-channel integration solutions that allow contact centers to more efficiently manage all types of customer interactions and deliver superior levels of customer service. 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 salesforce.com, 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's screen populates with caller information simultaneous with the arrival of the call.

Supported Solutions

AMC continuously supports the latest versions of salesforce.com as they are released.

The AMC product suite requires Windows Server 2000/2003 and supports various server and communications hardware and software configurations.

To confirm salesforce.com certification for AMC products, please visit the Appexchange website and search on AMC Technology for a listing. Appexchange website>>