Understanding Common CTI FeaturesApril 21, 2019Each contact center integration project has specific and necessary requirements that are needed to increase agent efficiency and improve the customer journey. Identifying a product that leverages market experience to design and fulfill most requirements is recommended. The goal of a quality integration project is to track, record and store customer information so that the… Read more →
Best of Breed InteractionsJanuary 3, 2017Our CTO, Anthony Uliano, recently shared his thoughts regarding best of breed interactions with ICMI – the challenges customers and vendors face and how Contact Canvas helped. Check it out here – http://www.icmi.com/Resources/Technology/2016/12/Best-of-Breed-Interactions.Anthony UlianoAnthony X. Uliano, Founder / CTO of AMC Technology. I’m a CRM and contact center integration specialist, responsible for product development and… Read more →
Now you can have your cake, and eat it tooSeptember 27, 2016 Ever been in a situation where you needed a can opener or screw driver unexpectedly, when somebody pulled out a Swiss army knife? There’s something to be said for those gadgets: when you’re in a pinch the tool is super helpful; however, if you have the opportunity to plan, a set of full-sized tools… Read more →
How to Have a Successful CTI ProjectApril 18, 2016If you’ve worked in IT for a while, chances are you’ve witnessed or even participated in a failed project or one that yielded less than stellar results. It can happen to the best of us and like all struggles we move on and learn from the experience. Involvement in a failed CTI project or hearing… Read more →
Thinking about connecting your CRM to your contact center?April 7, 2016Here a few reasons Contact Canvas is a smart, efficient solution for your business: There is no desktop installation required, so you can save time performing maintenance (if you’re looking at other solutions make sure you ask them what needs to be installed on every single agent’s computer?) Contact Canvas works with several different versions of CRMs,… Read more →
Debunking CTI MythsOctober 6, 2015 Many companies today recognize that there is a significant return on investment (ROI) available from simply integrating their contact center with their Customer Relationship Management (CRM) applications. Some benefits are easily measured, such as faster handling through screen pops and an integrated user interface and some perhaps more intangible such as improved customer satisfaction… Read more →
Keep CTI Requirements Simple!August 26, 2015Most IT professionals have been on a project at one point in their career where the scope creep is infinite and seems unmanageable. Business partners can be demanding in their requirements to make their organization highly productive, improve accuracy and automate common agent functions. But, like with any project, keeping day one requirements simple or… Read more →
Build vs. Buy for CTI Solutions – CRM and CTI IntegrationAugust 13, 2015When the need for a business solution arises, the age old question has remained: should it be custom built or should an out of the box solution be purchased? While it may seem simple, determining the right solution approach is a complex process that may need the input of several organizational leaders based upon their… Read more →
8 Signs You Should Invest in CRM and Contact Center IntegrationAugust 7, 2015There are several benefits to integrating your contact center with your customer relationship management (CRM) application. The increase in efficiency will decrease wait times, labors costs and agents’ job turnover rate, while increasing customer service and saving your organization money. If you’re considering starting the search for CTI and CRM integration, check out the list… Read more →
6 ways that Contact Canvas for Microsoft Dynamics CRM will make your contact center more efficientMay 19, 2015 Thinking about connecting your Microsoft Dynamics CRM to your contact center? Here a few reasons Contact Canvas for Microsoft Dynamics CRM is a smart, efficient solution for your business: There is no desktop installation required – save time performing maintenance (if you’re looking at other solutions make sure you ask them what needs to… Read more →
