Salesforce CTI Integration Contact Center Routing & CTI that Adds Value to the Salesforce CRM You’re Already Using OVERVIEWFEATURESTRY ITDEMOGET A QUOTEPRICING Integrate Salesforce CRM with your Contact Center Customer Interaction Solutions for all Salesforce Desktop User Interfaces Aspect | Avaya | Cisco 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. We are attending Dreamforce 2018! Click here to learn more. 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. 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. 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 SourceEmailThis 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* PhoneEmailThis field is for validation purposes and should be left unchanged. 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* CommentsThis field is for validation purposes and should be left unchanged. Check out these resources to find out more information… Ready to talk about your Salesforce CTI integration project? Click to request a quote today! GET A QUOTE Solution Pricing Plans start at $25 *Professional Service Fees may apply Contract value and nonprofit discounts available Professional Installation and Implementation Foundation – CTI Community Support Forum 24/7 Online Support Ticket Resolution Agent Palette* Add – Ons*: Omni-Channel Outbound Campaign ************** Failover Non-Production GET A QUOTE Enterprise Installation and Implementation Foundation- CTI Community Support Forum 24/7 Online Support Ticket Resolution Agent Palette* Omni-Channel Outbound Campaign Failover Non-Production GET A QUOTE Salesforce Timeline 2007 2013 2016 Prev Next 1st CTI Partnership on AppExchange Contact Canvas for OpenCTI Released Contact Canvas for Omni-Channel & Lightning 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 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 Canon Financial Services See how our solution enhanced Omni-Channel Supervisor for a truly blended agent experience. 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 we integrated Novo Nordisk's human resource help desk contact center so that employees could create cases quickly and easily. 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 integration 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.
