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AMC provides enterprise-class
software to integrate telephony and contact centers with CRM
applications. |
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Business |
Improve customer experience and
operational efficiency with better first call resolution, self service,
agent time utilization and many other critical areas. |
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Technical |
Technical information about the AMC MCIS
Solutions and how they fit with your CRM application and Call Center
equipment |
AMC Multi-Channel Integration Solutions
AMC
multi-channel integration solutions allow contact centers to more efficiently
manage all types of customer interactions with higher levels of customer
service. 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 communications infrastructure -
creating a true multi-channel, multi-vendor contact center.
With their CRM application, contact centers can provide
a single agent-desktop that supports telephone, email and Web channels allowing
agents to more effectively serve customers with
greater personalization.
Contact
centers can intelligently blend and route customer interactions to agents
across all communication channels through a single CRM desktop. Agents can
place, receive, and transfer interactions with full, real-time access to
customer data maintained within the CRM application. Utilizing business
rules and customer data residing in the CRM application to enhance interaction
routing, contact centers can ensure that the right customer reaches the right
agent at the right time.
Solution Highlights
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Single
agent desktop utilizes the CRM
application user interface to perform
all customer service and interaction
management.
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Customer
interactions are intelligently blended
and routed to contact center agents
across multiple communication channels
through a single desktop. |
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Agents can
place, receive, and transfer
interactions with full, real-time access
to customer data in the CRM application.
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Interactions are routed in real-time
based on customer information and
business rules contained in the CRM
application. |
CRM
Solutions
AMC
offers certified integration solutions for CRM applications including SAP,
Siebel, Oracle / PeopleSoft, Salesforce.com and Microsoft.
Contact Center Solutions
AMC
offers certified integration solutions for contact center solutions including
Aspect, Avaya, Cisco and Nortel.
