Quarterly Newsletter: Spring Edition How has Omni-Channel helped Canon Financial Services? Canon Financial Services, Inc., a wholly-owned subsidiary of Canon USA, has a largely inbound customer service group handling inbound phone calls and emails. Agents also do follow up work and some outbound calling. There is a collections group that is responsible for collecting on accounts and they use outbound dialing to reach out to customers. When Canon Financial made the decision to focus on their contact center, they looked to Salesforce Service Cloud to replace their legacy system because it wasn’t designed to do case management or email routing. But the most important feature Canon Financial wanted was a way to have truly blended agents. Want to share your story about Contact Canvas? Find out more about how you can earn discounts by participating in our MVP Program here. Free Guide – Selecting a CTI Vendor Selecting a CTI vendor can be an extremely difficult process if you don’t have the right team of people or the right information to help you make a successful selection. If you ask yourself a few questions, you may be able to avoid getting overwhelmed and select a vendor that would be appropriate for your needs. Get it here. What’s Happening at AMC? 2017 is off to a great start! Skype for Business was added to Contact Canvas for Microsoft Dynamics CRM Omni-Channel Integration for Office 365 added to Contact Canvas for Microsoft Dynamics CRM New License tiers offered – Express, Professional, Enterprise Contact Centers <= 30 agents can Purchase Express licenses online UX Design Lab opens its doorsDo you have an idea that would help improve Contact Canvas? Share it with us. Migrating to another platform? Many dynamic organizations switch platforms, learn what happened when CPS Energy migrated from Avaya AES to Cisco UCCX. Learn More Omni-Channel for Microsoft CRM 5 features you need to have NOW in your contact center: Blended agents can set their availability by specific channels or across channels Work distribution configuration options Idle monitoring and automatic logout on idle Agent session presence tracking and reporting Third Party application integration Contact Us to See a Demo today! New Hire’s & Promotions Meet Lorelea Moore, Director of Strategic Alliances Welcome Lorelea! As Director of Strategic Alliances, Lorelea oversees our channel relationships and strategic partnerships, a strong ecosystem of organizations that provide contact center solutions that raise the bar for customer engagement to the next level. She has 25+ years experience managing customer centric partner initiatives. Before joining AMC, Lorelea worked at Avaya and Nortel where she managed business partner relationships and customer user communities. She is a native Virginian and Virginia Tech graduate (Go Hokies!). In 2010 she returned to the Richmond-Tri-Cities area after living 20 years in Nashville, Tn. Lorelea is a board member for Tri-Cities Habitat for Humanity and an avid dog lover. She enjoys traveling with her husband, listening to live music and spending time on Lake Chesdin and the Chesapeake Bay with her family and friends. Ignacio Castillo, Promoted to Success Engineer II Congrats Iggy! As a Success Engineer, Iggy acts as a technical liason between AMC and our customers participating in technical pre-sales discussions and demonstrations, implementations of AMC’s software, installations and configurations. In his free time Iggy enjoys the arts, gaming, new and old technologies, writing technology product reviews and spending time with his wife and two kids. Want to work with us? We’re hiring for a success engineer and an account executive! See details: https://www.amctechnology.com/careers/ Webinars Sign up for Quarterly Webinar here. Check out the recording of our 1st quarter webinar here.