CTI Integration Solutions for Microsoft Dynamics CRM
AMC Technology’s Contact Canvas™ CTI integration solutions for Microsoft Dynamics CRM provide pre-packaged, server-based integration that delivers real-time connectivity with leading contact center solutions. Businesses can more efficiently manage customer interactions and deliver superior levels of customer service.
Through this integration, contact centers can enable multi-channel functionality in Microsoft Dynamics 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 Microsoft CRM customer data. Call routing can be enhanced using business rules and customer data residing in Microsoft Dynamics CRM to ensure that the right customer reaches the right agent at the right time.
As a Microsoft Gold Certified Partner and a Beta Program participant, AMC has been working with Microsoft CRM since its inception. The AMC product suite offers a contact center framework that delivers interaction controls and contact center functionality built into the user's Microsoft CRM desktop. The open platform design supports pre-packaged integration of telephony (CTI), email and web-chat solutions from leading contact center solution providers including Aspect, Avaya / Nortel, Cisco and others. Used every day 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
- Enables full CTI functionality in Microsoft Dynamics CRM desktop
- Provides real-time agent and channel state with ANI/DNIS identification
- Screen pops with customer information and interaction history
- Supports leading CTI servers from Aspect, Avaya / Nortel, Cisco and others
Supported Microsoft Dynamics Solutions
AMC solutions for Microsoft include:
- Microsoft Dynamics 2011
- Microsoft Dynamics CRM 4.0
- Microsoft Dynamics CRM 3.0
- Microsoft Business Solutions CRM 1.0
- Microsoft Business Solutions CRM 1.2.