Watch US #Innovate: The Final Sprint August 12, 2016We’ve reached the end of our summer journey and finished our last sprint of the year! A huge thank you to all of our interns for all of their hard work and creativity this summer. This last sprint entailed all of the project teams working together to bring their respective channels into Omni-Channel. Team One:… Read more →
Discover Your Excellence August 10, 2016How to improve your contact center to make it gold medal worthy With the women’s gymnastics team, Michael Phelps and Katie Ledecky all taking home gold medals Tuesday, it’s fair to say the Americans dominated day four of the Rio Olympics. What we don’t see as spectators is what goes on behind the scenes of… Read more →
Watch Us #Innovate: Sprint 3 July 29, 2016Summer is quickly coming to a close and it’s great to see all of the development that our interns have been hard at work on. They have certainly come a long way! The objective for this sprint was to extend their projects further to increase their software’s usefulness in the contact center. Team One: Omni-Channel… Read more →
Watch Us #Innovate: Sprint 2 July 14, 2016Our development interns have just finished their second sprint and once again, we were happy to see how easily they have been able to leverage the Contact Canvas platform to integrate various communication tools and CRMs! The objective for this project was for each team to further expand on what they had previously worked on… Read more →
Watch Us #Innovate: Sprint 1 June 30, 2016Watch Us #Innovate: Our development interns have just completed their very first two-week sprint of their summer internship. Each of the teams have developed the initial features of their respective projects using Contact Canvas Agent toolkit and Agent Palette. Team 1: Omni-channel for CRMs For the first sprint, Ben and Matt created Omni-Channel functionality… Read more →
AMC Scores Big in Hannover with Continental Tire June 23, 2016On June 16th, we kicked off our 2016 Roadshow and visited long-time customer, Continental Tire in Hannover, Germany. As one of the top tire companies in the world, they have contact centers all over Europe and Malaysia. For over 12 years, Continental has integrated with AMC’s Avaya and SAP systems for their contact centers using… Read more →
Hear a Rumble? That’s AMC’s Lightning Open CTI Solution June 22, 2016We’ve been hearing about Salesforce’s Lightning Experience and Development platform for a while now and those in the contact center have been eagerly awaiting their turn to experience Salesforce’s modern, new user interface that will work across every device. Technical teams are excited to see how easily they can extend the platform and how their… Read more →
How to Select and Measure the Right KPIs for Your Contact Center June 15, 2016Although many contact center managers will argue there are certain KPIs every contact center should consider measuring, because each contact center operates differently, the KPIs most important to each business are often unique. How do you know which KPIs are vital to the fitness of your contact center? 6 steps to selecting the right KPIs… Read more →
AMC Technology Offers Lightning OpenCTI Pilot June 8, 2016With a long tradition of bringing the most reliable and innovative solutions to contact centers around the world, we are happy to offer Salesforce Lightning OpenCTI to our early adopters this summer. Our pilot customers do not have to wait til ’17 to offer the Lightning Experience to their Salesforce users or make a decision between Lightning… Read more →
How to Personalize the Customer Experience May 31, 2016If you ask anyone about their best customer experiences, they typically include an instance where their preferences were retained or needs were anticipated – a florist that reminded them of an upcoming anniversary or birthday, a restaurant that remembered a favorite meal, or a coffee shop that had their order memorized. Any experience where customers’… Read more →
