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 Oracle Siebel CRM application and Call Center equipment |
Solutions for Siebel®
AMC solutions for Siebel
business applications 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 Siebel desktop including agent login,
work mode, soft phone controls, caller identification, and screen population. Agents can place, receive, and transfer customer interactions with full, real-time access to Siebel customer data. Call routing can be enhanced using business rules and customer data residing in Siebel to ensure that the right customer reaches the right agent at the right time.
As a Siebel Software Partner, AMC develops solutions for Siebel
business applications. Through the standard Siebel Communications API in the Siebel Communications Server,
AMC provides pre-packaged integration for leading telephony solutions including 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
|
|
 |
Enable full CTI
functionality in Siebel
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
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 Siebel provides the interface with Siebel and manages the real-time exchange of information with MCIS. It utilizes the Siebel Communications
Server and the standard Siebel Communications API (SCAPI) to interface with Siebel 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
-
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
Siebel, 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 Siebel screen populates with caller information simultaneous with the arrival of the call.
Supported Solutions
AMC solutions for Siebel
supports Siebel 7.x and 8.0.
The AMC product suite requires Windows Server 2003 and supports various server and communications hardware and software configurations.
For more
information on the AMC and Siebel relationship, please see our Partners
section.
More >>
To confirm AMC's
partner status, please view the AMC Technology Alliance Partner Profile on the Siebel Partner site.
Siebel Partner Site>>
