11 New Features in AMC’s Contact Canvas Salesforce Adapter That You Didn’t Know You NeededMay 7, 2015Having a hard time keeping up with all of our Salesforce adapters? Let me clear it up for you. The toolkit is no longer supported. If you are using a toolkit adapter, upgrade now! Both our Silverlight and HTML adapters are built using the Open CTI API.Our Silverlight adapter has been out for over a year and here are some reasons you will want to consider upgrading to the HTML adapter:No components installed on the agent desktop – Really! With Silverlight, you had to have Silverlight. That requirement is goneJ.Agent configuration is now housed in our web-based Contact Canvas Administrator making agent profile changes rollouts sooo much easier.Import and Export agent setup helps with backups and troubleshooting.A configurable graphics package allows you to change out any of the images on our toolbar when you want to mix it up a bit.Using a bookmark to update call attached data will keep your customers from repeating themselves again when you have to transfer to or conference in another agent.Configurable call control buttons allow you to remove that blind transfer button or any other button you don’t want agents to press.If your agents have good reasons not to answer a call, divert places that call back in the queue.Suppress screenpops so agents don’t lose work in between calls.This doesn’t happen often but if our adapter loses connectivity to our server, your agents can still keep working because the adapter will failover to an alternate url.Omni Channel support – one user interface, two different channels – telephony and chat. One of the few times that 1 is greater than 2.You can use this adapter with Desk.com also.Want to see the full list of features in the new release? Check it out here!– Aimee Stinson, Director of Marketing @ AMC TechnologyAnthony UlianoAnthony X. Uliano, Founder / CTO of AMC Technology. I’m a CRM and contact center integration specialist, responsible for product development and strategy at AMC, a company I founded in 1995. I got my start as the architect for SAP’s Customer Interaction Center, which I sold to SAP back in 1997, launching my 23 year obsession with CRM and CTI integration. I split my time in Richmond VA and Bar Harbor Maine, where I live with my wife and 3 children. When I’m not running AMC, I’m an avid film buff and volunteer at several non-profits.