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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 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.
AMC solutions are built on the AMC Multi-Channel
Integration Suite™ that provides certified integration to reduce implementation time and lower
total cost of ownership. 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.
