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 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 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

Single agent desktop utilizes the CRM application user interface to perform all customer service and interaction management.

Customer interactions are intelligently blended and routed to contact center agents across multiple communication channels through a single desktop.

Agents can place, receive, and transfer interactions with full, real-time access to customer data in the CRM application.

Interactions are routed in real-time based on customer information and business rules contained in the CRM application.