- Extend proactive customer care to include social media
- Easily identify and quickly respond to sales leads and service opportunities on social media networks
- Drive agent efficiencies via screenpop, click to dial, and advanced telephony features like conference and transfer from within CRM
- Streamline IT costs by leveraging existing telephony infrastructure
- Simplify Agent multi-tasking by routing all agent work (leads, cases, telephone, chat, email, social, etc.) through a single user interface
- Respond knowledgeably and rapidly with a full 360 degree view of the customer
- Make knowledgeable decisions based on comprehensive and accurate data
- Access telephony and/or omni-channel reporting from within CRM
Connect your communication channels & CRM with Omni-Channel integration for a more efficient contact center
Connect Microsoft Dynamics to your Aspect, Avaya or Cisco telephony system and/or Skype for Business. Now contact centers offer their agents a truly blended experience leveraging their telephony infrastructure and Skype for Business. With Contact Canvas Omni-Channel integration agents have access to chat, video, and collaboration tools along with telephony within Microsoft Dynamics CRM or Unified Service Desk! Using Contact Canvas, contact centers can even add their own channels for a true Omni-channel experience.
Looking for an omni-channel offering for Microsoft Dynamics?
Contact us today to get more information or find out more about Contact Canvas Omni-Channel here.
Contact Canvas Provides a Reliable, Cost Effective Solution that is Versatile and Certified
- Contact Center Experts since 1995
- Customers in 10 verticals and over 30 countries, from Australia and Zimbabwe to Canada and Mexico
- Longstanding Microsoft partner since 1999
- Multiple vendor platforms are supported that can be switched out easily for a long term solution
- Advanced CTI and Omni-channel features that can be extended easily for specific needs
- Supports different user types so everyone in the enterprise can benefit from CTI
- Mitigates risk because solutions are up to date and certified
- Telephony and Omni-channel work seamlessly for a true blended agent experience
- Use the telephony infrastructure you already have today
- Deploy on premise or in a private cloud
Leverage Your Existing Phone System and Skype for Business, Connect Microsoft Dynamics CRM and Start Benefiting
Screen Pop
Know details about the customer such as interaction history and last purchase before interacting
Screen pop search can be configured based on a caller’s phone number, email address or call attached data
Route interactions based on customer information to reduce frustration
Comprehensive Reporting
360 ° view of the contact center to make informed, data-driven decisions
Generated reports eliminate the need for manual reporting and includes all channels
Handle All Channels in a Single User Interface
Control Agent Availability Across All Channels
Agents and supervisors can manage availability based on current volumes creating a truely blended contact center
Click-to-Dial Functionality
Eliminate Manual Dialing and Reduce Errors
Allows the agent to click on a phone number within the CRM application to place an outbound call
Microsoft Dynamics Resource Center
Supported Microsoft Dynamics Solutions
- Hosted and on premise
- Microsoft Dynamics 365
- Microsoft Dynamics CRM 2016
- Microsoft Dynamics CRM 2015
- Microsoft Dynamics CRM 2013
- Microsoft Unified Service Desk
AMC Contact Canvas™
AMC solutions are built on the AMC Contact Canvas platform. 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 omni-channel, multi-vendor contact center.
What Makes Contact Canvas Different from Other Solutions?
- Contact Canvas is the only solution on the market today that supports Omni-Channel integration including Skype for Business and Social Engagement within Microsoft Dynamics and Unified Service Desk including chat/video/audio/collaboration/telephony
- Contact Canvas continuously supports the latest version of Microsoft Dynamics
- Contact Canvas can support contact centers with less than 5 agents to larger contact centers with thousands of seats
- Contact Canvas supports outbound dial campaigns because proactive customer care is important
- Contact Canvas supports multiple vendor platforms that can be interchanged giving it an advantage over point to point solutions
