Salesforce CTI Integration Contact Center Routing & CTI that Adds Value to the Salesforce CRM You’re Already Using ABOUTQ & AFEATURESTRY ITDEMO Integrate Salesforce CRM with your Existing Phone System Aspect | Avaya | Cisco Customer Interaction Solutions for all Salesforce Desktop User Interfaces By choosing our solution, your agents will have a truly blended user experience using these Salesforce Omni-Channel work items: chat | SOS video call | lead | case | social | custom object | 3rd party work items and telephony. They’ll also be able to manage availability across all channels from a single user interface. By increasing the ways that you can communicate with your customers, expect to see an increase in customer satisfaction and customer loyalty. To learn more about our Cloud contact center solution DaVinci, click here to visit our contact canvas website. Kind Words from our Customers "RedBrick Health has been using AMC technologies for the last 2 1/2 years and have had great success with the integration of Cisco Call Center and Salesforce. We are currently upgrading our software to the latest HTML interface and are looking forward to all the new features that we will be able to take advantage of. Iggy is a great asset for AMC and has been excellent to work with during the transition of the software upgrade." Chris Hansen, Red Brick Health 5.0 2018-08-16T10:55:23+00:00 Chris Hansen, Red Brick Health "RedBrick Health has been using AMC technologies for the last 2 1/2 years and have had great success with the integration of Cisco Call Center and Salesforce. We are currently upgrading our software to the latest HTML interface and are looking forward to all the new features that we will be able to take advantage of. Iggy is a great asset for AMC and has been excellent to work with during the transition of the software upgrade." https://www.amctechnology.com/testimonials/8229-3-2-2-2-2/ "We are still in the process of standing this app up in our production environment but our experience so far has been well above board. Iggy, one of their Success Engineers, has gone above and beyond numerous times. If their product is half as good as their service I know it will be a hit with our call center." Don Baumgartner, Salesforce Team Senior Manager, ACT 5.0 2018-08-16T10:44:47+00:00 Don Baumgartner, Salesforce Team Senior Manager, ACT "We are still in the process of standing this app up in our production environment but our experience so far has been well above board. Iggy, one of their Success Engineers, has gone above and beyond numerous times. If their product is half as good as their service I know it will be a hit with our call center." https://www.amctechnology.com/testimonials/8229-3-2-2-2/ "I've done several implementations with AMC over the past 11 years and each has been very successful. Most of my implementations had very advanced requirements and were no problem for AMC to handle. AMC staff and AMC products are outstanding. I would highly recommend AMC Technology." Anthony Hamwey, Director of Customer Services, Avid Technology 5.0 2018-08-16T10:01:50+00:00 Anthony Hamwey, Director of Customer Services, Avid Technology "I've done several implementations with AMC over the past 11 years and each has been very successful. Most of my implementations had very advanced requirements and were no problem for AMC to handle. AMC staff and AMC products are outstanding. I would highly recommend AMC Technology." https://www.amctechnology.com/testimonials/8229-3/ "The newest version is very easy to manage and allows our users to quickly identify and navigate to contacts in Salesforce. We re-purpose the time saved searching for contacts to speaking with customers." - Kerri Shirey, Director, IT Systems, Erickson Living 5.0 2018-07-16T13:12:09+00:00 - Kerri Shirey, Director, IT Systems, Erickson Living "The newest version is very easy to manage and allows our users to quickly identify and navigate to contacts in Salesforce. We re-purpose the time saved searching for contacts to speaking with customers." https://www.amctechnology.com/testimonials/8228/ "AMC assisted with our CTI integration with our Call Center. The results are that we able implemented Sales Force Service Cloud and use our Cisco phone system for a greater customer service. As the project plan, "it went smoothly and painless". Highly recommend!" - Barbara Mechem, Client Support Supervisor, DISA 5.0 2018-07-16T13:12:21+00:00 - Barbara Mechem, Client Support Supervisor, DISA "AMC assisted with our CTI integration with our Call Center. The results are that we able implemented Sales Force Service Cloud and use our Cisco phone system for a greater customer service. As the project plan, "it went smoothly and painless". Highly recommend!" https://www.amctechnology.com/testimonials/8230/ “I have been having a wonderful experience with Phil on the sales team. Also with Iggy in regards to implementation and customization. The product is great, however the people behind the product is what really makes it shine. Thanks AMC!" Grant Smith, Salesforce Administrator, Trialcard 5.0 2018-08-16T10:29:44+00:00 Grant Smith, Salesforce Administrator, Trialcard “I have been having a wonderful experience with Phil on the sales team. Also with Iggy in regards to implementation and customization. The product is great, however the people behind the product is what really makes it shine. Thanks AMC!" https://www.amctechnology.com/testimonials/8229-3-2/ "AMC Technology has been an amazing professional partner with my organization Thomson Reuters and their CTI solution has been one of our customer satisfaction success stories towards Salesforce.com and Open CTI rollouts." Mahesh Lad, CRM Development & Support Manager, Thomson Reuters 5.0 2018-08-16T10:37:54+00:00 Mahesh Lad, CRM Development & Support Manager, Thomson Reuters "AMC Technology has been an amazing professional partner with my organization Thomson Reuters and their CTI solution has been one of our customer satisfaction success stories towards Salesforce.com and Open CTI rollouts." https://www.amctechnology.com/testimonials/8229-3-2-2/ "I have been working with a client to install/configure/test the Contact Canvas solution with Cisco. The support that was provided by AMC (Iggy in particular) has been outstanding. The CTI integration will provide the client with insight into their service activities that they've never had before. Thank you for your partnership." Meg Hutson, Regional Delivery Director at Silverline (for customer Yale Health) 5.0 2018-07-16T13:12:30+00:00 Meg Hutson, Regional Delivery Director at Silverline (for customer Yale Health) "I have been working with a client to install/configure/test the Contact Canvas solution with Cisco. The support that was provided by AMC (Iggy in particular) has been outstanding. The CTI integration will provide the client with insight into their service activities that they've never had before. Thank you for your partnership." https://www.amctechnology.com/testimonials/8229/ 5 8 Let’s start by answering a few questions… WHY WOULD CONTACT CANVAS FOR SALESFORCE HELP YOUR CONTACT CENTER? We give companies the behind the scenes tools to make every interaction your business has with your customers better than just what your Customer Relationship Management (CRM) software can do. Where your Salesforce CRM stops for your contact center, we start. HOW DOES IT DO THAT? We take whichever Salesforce CRM product you’re using (Classic, Service Cloud, Lightning) and connect it with whichever telephone system you’re using (Avaya, Cisco, Aspect), so you get seamless data transferred between the two. However, we realize it isn’t 1995 when we first started CTI integration, and people communicate via chat, email and many other ways, so we integrate all of those communication channels in the same way, too. WHAT DOES IT ACTUALLY DO FOR YOU? Imagine your contact center/call center agents having caller’s information popped on their screen before answering the call, or that they can dial out by clicking a link within your Salesforce CRM. They don’t have to waste time switching between several applications because all of the data is in one place. Do some of your agents only have the skillset to speak to customers about billing? With our contact canvas product, you can route them there with intelligent routing. Now, imagine you’re tasked with improving your contact center’s call handling time or agents’ after call work (ACW) time this quarter. Our solution enables call reporting, so you know you’re getting accurate data and can make decisions that drive improvement. WHAT IS CONTACT CANVAS? AMC’s Contact Canvas ™ is our pre-built and certified software product suite that integrates CRM applications with CTI communication platforms, allowing users to leverage our robust business application and multi-channel framework across the enterprise. Does AMC only integrate with Salesforce software? What if my organization decides to switch from Salesforce to another CRM in the future? No worries, we’ve got you covered. Our Contact Canvas product integrates with many different platforms to offer flexibility in the future! Plus, we are always working on new ways to integrate. CTI integration is all that we do, so our core focus is making CTI integration the best that it can be for our customers. WHAT IS CTI? Computer Telephony Integration refers to the process of linking contact center computer software with telephone systems such as Cisco, Avaya and Aspect. When CTI first started, communications were only by phone. However, our Contact Canvas integration for Salesforce helps create amazing customer experiences by enabling customers to communicate with your agents/your sales force via phone, video call, chat, email or social media. Advanced Features Elevate your contact center with smart telephony and Omni-Channel features GET FULL LIST OF FEATURES Screen Pop Automatically pops a customer’s account information upon receiving a phone call (or chat, text, email, etc.). This gives the agent the opportunity to know the caller before answering and also saves time by providing the agent with call context (name of caller, last purchase, status, etc.). This eliminates the need for manual lookup of customer records and helps to provide your customer with a memorable customer service experience. Click-to-Dial This turns phone fields within Salesforce CRM into clickable links for agents to place outbound calls, eliminating the need for an agent to enter in a phone number manually. This not only saves the agents time, but ensures they are dialing the correct number. Contextual Call Controls Telephony controls (hold, warm transfer, blind transfer, conference, etc.) are presented based on the status of the call and/ or the requirements of your contact center. This gives agents the needed controls right within the toolbar, eliminating the need to switch to other tools. Agent Analytics With automatic call and Omni-Channel logging with time stamps, agents can make knowledgeable decisions based on comprehensive and accurate data and access telephony and/ or Omni-Channel reporting directly within Salesforce CRM. Customer Screen Transfer Whenever a call is transferred to a different agent, the same account is populated to the next agent. This gives the agent receiving the call all the information, so the customer doesn’t have to repeat information. Automatic Call & Activity Logging Call activities are pre-populated or generated automatically to ensure fewer errors and omissions, so administrators have better tracking of agents activities and customer history. This ensures the data that is reported on is accurate, so managers can make data driven decisions that impact the contact center. Omni-Channel Turns business objects into work items that can be assigned to agent queues in CRM for a truly blended user experience. We enable Salesforce Omni-Channel work items: chat | SOS video call | lead | case | social | custom object | 3rd party work items along with telephony. Available in both classic & lightning. See it in Super Mode | See it in Blended Mode GET FULL LIST OF FEATURES Do you have questions for our Salesforce team? Please fill in your information, so that we can contact you. We look forward to speaking with you! First Name*Last Name*Your Email Address* PhoneYour message to usLead Source DetailsLead SourcePhoneThis field is for validation purposes and should be left unchanged. Test Drive our Solution Fill out the information to the right so we know where to send your virtual keys First Name*Last Name*Your Company Email Address* PhoneNameThis field is for validation purposes and should be left unchanged. This iframe contains the logic required to handle Ajax powered Gravity Forms. Check out these resources to find out more information… Find out how Canon Financial Services benefited from AMC’s integration using Salesforce’s Omni-Channel Supervisor Salesforce Datasheet Sign-up for a Free Live Demo Why it’s the best way to get information specialized to your needs: One of our Salesforce team specialists will guide you through the features of Contact Canvas We’ll answer ALL of your questions We’ll even base your session on your needs – if you need coaching to explain benefits to a team of decision makers or maybe you just prefer the technical details, we’ll structure it that way for you! First Name*Last Name*Your Company Email Address* PhoneThis field is for validation purposes and should be left unchanged. Check out these resources to find out more information… Salesforce Timeline 2003 2007 2012 2013 2016 2018 Prev Next Formal Salesforce Partnership 1st CTI solution with Salesforce & 1st CTI Partnership on AppExchange CTI 4.0 Launched Contact Canvas for OpenCTI Released Contact Canvas for Omni-Channel Released & AMC App Lightning Ready DaVinci Cloud Contact Center Solution Released As a Certified Member of the AppExchange, AMC develops phone and Omni-Channel integration solutions for Salesforce.com™. Through the standard Salesforce user desktop and Salesforce Lightning, the Salesforce Service Cloud, and Salesforce Open CTI, AMC provides pre-packaged integration for leading voice solutions including Aspect, Avaya, Cisco, Nortel and others. Please visit the AppExchange website to learn more about our certifications for salesforce.com™. AMC is proud to be a member of the “Power of Us” program. We work with the Salesforce.org™ Foundation to donate licenses to nonprofit organizations to help them reach more people more quickly. Visit their website to find out more about the program, or contact us to see if your organization is eligible for the program. Supported Salesforce Solutions Salesforce Classic Standard Salesforce Classic Console Salesforce Lightning Experience Omni-Channel in Classic & Lightning Salesforce Resource Center Datasheets Salesforce Datasheet Are you ready to discover how our solution can help shave seconds off of your contact center call times & agent work activities? Salesforce Features List This comprehensive list has over 30+ features unique to our solution, all in one summarized sheet. Outbound Dialer Datasheet Geared towards telemarketing and telesales activities where a database list is provided to agents. Agent Palette Find out more about Agent Palette, our customizable container that allows for JavaScript enhancements and business logic. Case Studies DirecTV See how we made marketing campaign tracking easier for DirecTV, even with call transfers. Canon Financial Services Read how Canon agents were able to do all work within our toolbar without flipping back and forth between applications. Novo Nordisk CTI+CRM integration isn't just for service contact centers. Find out how employees at Novo Nordisk were able to create cases with their Human Resource department. Putnam See how we helped Putnam transition smoothly from one platform to another under a very tight deadline, after one of our competitors was unable to finish their project. TriNet Learn how TriNet was able to decrease agent call handling time by 12-15 seconds per call using our Salesfore solution (what we like to call "Contact Canvas"). Cloud 11 for American University in Cairo See how we helped this university create a unified dashboard for 2 different departments that were using 2 different CTI's! Demos Salesforce Watch our demo to see how our product "Contact Canvas" integrates with your existing Salesforce CRM. Salesforce Lightning See how our Salesforce Lightning solution can benefit your contact center. Administration Portal Watch a demo of the Contact Canvas Administration Portal.
