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 CRM application and Cisco Call Center equipment |
Solutions for Cisco®
AMC solutions for Cisco IP Communications provide
pre-packaged, server-based integration that delivers real-time connectivity with
leading CRM applications. Contact centers can improve call management and
enable full CTI functionality in their CRM desktop including softphone controls,
caller identification, and screen population. Agents can place, receive, and
transfer customer interactions with full, real-time access to CRM customer data.
As a Cisco Technology
Developer Program Partner, AMC provides solutions for Cisco UICM (previously ICM Enterprise), Cisco UCC
Enterprise (previously IP Contact Center (IPCC) Enterprise)
and Cisco UCC
Express (previously IP Contact Center
(IPCC) Express). Pre-packaged integration is
available for leading CRM applications including SAP™ CRM,
Oracle PeopleSoft® CRM, Oracle
Siebel®, Microsoft® Dynamics CRM
and salesforce.com.
Used everyday by thousands of agents around the
globe, AMC solutions help more than 170 innovative organizations to work more effectively
and deliver higher levels of customer service.
Agent Desktop Highlights
|
|
 |
Enable full CTI
functionality in the CRM application
desktop |
|
|
|
Provide real-time agent
and channel state with ANI/DNIS
identification
|
|
|
|
Screen pop with customer information
and interaction history |
|
|
|
Support for mySAP CRM, PeopleSoft CRM,
and Microsoft CRM |
AMC Solution Components
AMC Telephony Connector serves as
a translator to facilitate the real-time flow of events and call
attached data (ANI, DNIS, etc.) between the CTI server application program
interface (API) and AMC Multi-Channel Integration Server (MCIS). MCIS
centralizes communication management with the CRM application and queues and
routes interactions to the appropriate agent. More >>
Call Management Example
-
The incoming call passes from the PBX switch to the AMC Telephony Connector via the
Cisco ICM CTI server.
-
The Telephony Connector passes the call to the central queue manager in AMC Multi-Channel Integration Server (MCIS).
-
MCIS communicates with the CRM application, 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 CRM screen populates with caller information simultaneous with the arrival of the call.
AMC Multi-Channel Integration Suite™
AMC solutions are built
on AMC Multi-Channel Integration Suite™.
Through its open architecture, the AMC product
suite enables contact centers to integrate a variety
of communication channels, across different platforms, using new or existing
infrastructure - creating a true multi-channel, multi-vendor contact center. More >>
To confirm Cisco certification for AMC Products, please visit the
Cisco Partner Site.
Cisco Partner Site>>
