SAP CRM Integration OVERVIEWFEATURESDRIVERSDEMOTEST DRIVEGET STARTEDCONTACT US Integrate your contact center with SAP CRM Aspect | Avaya | Cisco AMC Technology has been integrating telephone systems into SAP since 1995 and offers integration into many telephony providers: Aspect, Avaya, Cisco, Microsoft and many more. Since SAP’s purchase of AMC Technology’s Customer Interaction Center (CIC), AMC has been building and enhancing its solution to give the Agent/CSR the best user experience possible. Book a test drive to see our SAP CRM integration or the latest integration into SAP’s Hybris C4C (HTML5 or Responsive UI (Fiori)). To learn more about our Cloud contact center solution DaVinci, click here to visit our contact canvas website. Take a minute to see what others have been saying about our solutions “This enhancement has been a critical component to understanding and increasing lead conversion. Additionally, sales managers have more real-time and accurate call data, offering opportunities to impact today’s performance. It has been an effective tool to optimize agent and lead performance.” – Colleen Oliverio, Director of Strategic Alliances, Carnival Cruise Lines 5.0 2018-02-21T16:05:30+00:00 – Colleen Oliverio, Director of Strategic Alliances, Carnival Cruise Lines “This enhancement has been a critical component to understanding and increasing lead conversion. Additionally, sales managers have more real-time and accurate call data, offering opportunities to impact today’s performance. It has been an effective tool to optimize agent and lead performance.” https://www.amctechnology.com/testimonials/7105/ “When your business and customer interaction requires improvement and you want motivated agents, a CTI integration is a step into the right direction. AMC is an experienced vendor, offering a solution that has perfectly fit our business needs for years” – Melanie Albrecht, Unified Communication Systems Specialist, Continental Tire 5.0 2018-01-20T11:56:18+00:00 – Melanie Albrecht, Unified Communication Systems Specialist, Continental Tire “When your business and customer interaction requires improvement and you want motivated agents, a CTI integration is a step into the right direction. AMC is an experienced vendor, offering a solution that has perfectly fit our business needs for years” https://www.amctechnology.com/testimonials/6692/ “The product install was easy and it just worked.” – Putnam Financial 5.0 2018-02-21T16:08:06+00:00 – Putnam Financial “The product install was easy and it just worked.” https://www.amctechnology.com/testimonials/7106/ “With AMC’s Contact Canvas the migration was a breeze… It was the only product we didn’t have any problems with.” – Felix Melendes, IT Lead, CPS Energy 5.0 2018-01-20T13:54:57+00:00 – Felix Melendes, IT Lead, CPS Energy “With AMC’s Contact Canvas the migration was a breeze… It was the only product we didn’t have any problems with.” https://www.amctechnology.com/testimonials/6701/ “We like that it [Contact Canvas] is a very stable, reliable platform and we haven’t had any problems working with AMC. We have enjoyed working with their support team.” – Felix Melendes, IT Lead, CPS Energy 5.0 2018-01-20T13:56:31+00:00 – Felix Melendes, IT Lead, CPS Energy “We like that it [Contact Canvas] is a very stable, reliable platform and we haven’t had any problems working with AMC. We have enjoyed working with their support team.” https://www.amctechnology.com/testimonials/6705/ “Implementing AMC CTI integration laid solid foundations for a leap in Colmobil’s Customer Interaction Centers behavior and performance.” – Gil Katz, CIO, Colmobil Corporation 5.0 2018-01-20T12:27:10+00:00 – Gil Katz, CIO, Colmobil Corporation “Implementing AMC CTI integration laid solid foundations for a leap in Colmobil’s Customer Interaction Centers behavior and performance.” https://www.amctechnology.com/testimonials/6696/ “We struggled to capture critical attempt, contact and conversion data making it difficult to maximize sales opportunities. This challenge made it impossible to test strategies for improvement. We had no real time call statistics that were actionable.” – Colleen Oliverio, Director of Strategic Alliances, Carnival Cruise Lines 5.0 2018-02-21T16:03:45+00:00 – Colleen Oliverio, Director of Strategic Alliances, Carnival Cruise Lines “We struggled to capture critical attempt, contact and conversion data making it difficult to maximize sales opportunities. This challenge made it impossible to test strategies for improvement. We had no real time call statistics that were actionable.” https://www.amctechnology.com/testimonials/7104/ “Support in answering questions and squeezing us into a very aggressive schedule was refreshing.” - Putnam Financial 5.0 2018-02-21T16:09:12+00:00 - Putnam Financial “Support in answering questions and squeezing us into a very aggressive schedule was refreshing.” https://www.amctechnology.com/testimonials/7108/ 5 8 Contact Center Experts since 1995 Customers in 10 verticals and over 30 countries, from Australia and Zimbabwe to Canada and Mexico Longstanding SAP partner since 1999 Multiple vendor platforms are supported that can be switched out easily for a long term solution Advanced CTI features that can be extended easily for specific needs Supports different user types so everyone in the enterprise can benefit from CTI Mitigates risk because solutions are up to date and certified Use the telephony infrastructure you already have today Deploy in the cloud Case Studies: Continental Tire, Colmobil, CPS Energy. Once you are ready to take advantage of the best call center ROI you can possibly achieve, give us a call: Phone: +1 804 419 8600 Toll free: +1 800 390 4899 (U.S. and Canada) GET MORE INFO Contact Canvas for SAP Provides a Reliable, Cost Effective Solution that is Versatile and Certified Screen Pop Know details about the customer such as interaction history and last purchase before interacting Screen pop can be configured based on a caller’s phone number or call attached data. Reporting 360 ° view of the contact center to make informed, data-driven decisions Generated reports eliminate the need for manual reporting and generates correct information Channels are handled from a single user interface within SAP rather than being siloed in different systems. Phone Sync Be prepared in case of a disaster and keep accurate reports Make and take phone calls from Contact Canvas toolbar or your desk phone. Click-to-Dial Eliminate Manual Dialing and Reduce Errors Allows the agent to click on a phone number within the CRM application to place an outbound call Use SAP Campaigns to speed up outbound calling to customers. AMC Technology has SAP integration drivers for many Computer Telephony Integration (CTI) Vendors SAP Integration to Avaya/Aura AMC Technology has been building SAP Integration into Avaya since the days of CentreVu®, now known as Avaya Enablement Services (AES) and commonly associated with Avaya Elite. AMC now covers every middleware Avaya has to offer including: Avaya Elite (AES) SAP integration into AES: CTI functionality: Answer, Hold, Hang-up, Transfer, Conference, Make call (Click to Dial/Click to Call). Agent (ACD) Functionality: Login, Logout (with Reason Codes), Ready/Available for a call, Not Ready (with Reason Codes), After Call Work (ACW). SAP Data: Use SAP data and Avaya Adjunct Routing to make decisions on where the call should be routed or collect data from SAP to push into the the Agents screen for additional customer insight. Avaya Aura Contact Center (AACC) (CCT) SAP Integration into AACC / SAP Integration into CCT CTI functionality: Answer, Hold, Hang-up, Transfer, Conference, Make call (Click to Dial/Click to Call) Agent (ACD) Functionality: Login, Logout (with Reason Codes), Ready/Available for a call, Not Ready (with Reason Codes), After Call Work (ACW). SAP Data: Use SAP data and Avaya’s Hosted Data Exchange to make decisions on where the call should be routed or collect data from SAP to push into the the Agents screen for additional customer insight. Avaya Interaction Center (AIC) SAP Integration into AIC CTI functionality: Answer, Hold, Hang-up, Transfer, Conference, Make call (Click to Dial/Click to Call) Agent (ACD) Functionality: Login, Logout (with Reason Codes), Ready/Available for a call, Not Ready (with Reason Codes), After Call Work (ACW). SAP Data: Use SAP data and Avaya’s Interaction Center Workflow to make decisions on where the call should be routed or collect data from SAP to push into the the Agents screen for additional customer insight. Avaya IP Office / Avaya BCM SAP Integration into IP Office / SAP Integration into BCM CTI functionality: Answer, Hold, Hang-up, Transfer, Conference, Make call (Click to Dial/Click to Call) SAP Integration to Cisco Cisco protocol has gone through quite a few name changes over time since their purchase of GED188/ICM but the integration is still the same for AMC Technology. This allows your agents to use Cisco Agent desktop (CAD) or Finesse in parallel or simply utilize the embedded SAP toolbar powered by AMC Technology. Unified Communication Manager Express (UCCX) SAP integration into UCCX: CTI functionality: Answer, Hold, Hang-up, Transfer, Conference, Make call (Click to Dial/Click to Call). Agent (ACD) Functionality: Login, Logout (with Reason Codes), Ready/Available for a call, Not Ready (with Reason Codes), After Call Work (ACW – Timed ACW). Support for user defined and ECC call data fields Fail-Over support Unified Communication Manager Enterprise (UCCE) SAP Integration into UCCE CTI functionality: Answer, Hold, Hang-up, Transfer, Conference, Make call (Click to Dial/Click to Call). Agent (ACD) Functionality: Login, Logout (with Reason Codes), Ready/Available for a call, Not Ready (with Reason Codes), After Call Work (ACW – Timed ACW). Support for user defined and ECC call data fields Support for PG Fail-Over (Duplexing / Duplex / Side A Side B) Unified Communication Manager (UCM) SAP Integration into UCM / TAPI CTI functionality: Answer, Hold, Hang-up, Transfer, Conference, Make call (Click to Dial/Click to Call) SAP Integration to Aspect As Aspect has stopped support for Enterprise Contact Center (ECS / CS), AMC Technology will soon follow suit. If you have an older Aspect environment and require integration prior to your move to Unified IP (UIP), however, let us know as we can still assist you in the interim. Unified IP (UIP) SAP integration into UIP: CTI functionality: Answer, Hold, Hang-up, Transfer, Conference, Make call (Click to Dial/Click to Call). Agent (ACD) Functionality: Login, Logout (with Reason Codes), Ready/Available for a call, Not Ready (with Reason Codes), After Call Work (ACW). Support for user defined fields Enterprise Contact Center (ECS / CS) SAP Integration into ECS / SAP Integration to CS CTI functionality: Answer, Hold, Hang-up, Transfer, Conference, Make call (Click to Dial/Click to Call). Agent (ACD) Functionality: Login, Logout, Ready/Available for a call, Not Ready (with Reason Codes), After Call Work (ACW). Note: Aspect has stopped support for ECS. AMC Technology can work with you if you require a solution prior to your UIP upgrade. SAP Integration to SAP Contact Center (BCM) AMC Technology has been building SAP Adapters to the SAP CRM platform for years, only make sense to build a driver to their CTI platform! SAP Contact Center (BCM) SAP integration into SAP Contact Center (BCM): CTI functionality: Answer, Hold, Hang-up, Transfer, Conference, Make call (Click to Dial/Click to Call). Agent (ACD) Functionality: Login, Logout (with Reason Codes), Ready/Available for a call, Not Ready (with Reason Codes), After Call Work (ACW). Contact Canvas will change how efficiently your contact center operates Customers experience better customer service with quicker resolution times and smart technology that connects them with the right agent every time. Agents work more efficiently, understand their job performance and increase customer satisfaction, which improves employee satisfaction. Businesses are able to consolidae data and make accurate decisions based on real time data and make a smart investment that leverages existing infrastructure and technology. Fill out the short form to book a demo and see SAP ICI, SAPphone, or our latest C4C (HTML5 or Responsive UI). First Name*Last Name*Email Address* EmailThis field is for validation purposes and should be left unchanged. This iframe contains the logic required to handle Ajax powered Gravity Forms. Not ready to book a demo, but interested in learning more? ⇓ Check out these resources to find out more information… Free Software Test Drive Finding the right integration solution can be challenging! We’re so confident that our solution will fit your requirements, we are offering you an opportunity to try before you buy. If you would like to implement our solution in your SAP environment, let us know, we can have it up and running before you know it! Simply fill out the form to your right and click the Create Account button. Someone will promptly reach out and set up a call to discuss the details. Name* First Last Email Address* Company*Phone Number*CRM*SAP Cloud for Customer (C4C)SAP Web Client (ICI)SAP Win Client (SAPPhone)Start Date (Approximate date for your trial)* This iframe contains the logic required to handle Ajax powered Gravity Forms. REQUEST A QUOTE Click to start a quote today! GET A QUOTE Find out how AMC Technology can help you integrate your contact center with SAP CRM Fill in your information below and submit! An AMC Technology SAP technician will reach out with a few questions so we can gather the correct information for you.Name* First Last Email* Lead SourceWebLead Source DetailsCRMSAP CRMSubmitting the above information will add you to our CRM system. If at any time you no longer wish to be contacted by our technicians, just let us know and we will remove you from our contact list. AMC Technology Timeline with SAP 01/95 09/95 01/96 01/97 01/99 01/03 01/15 01/17 10/17 Prev Next AMC Starts work on Customer Interaction Center (CIC) for SAP AMC Integrates IBM CallPath with CIC AMC Integrates Avaya CentreVu with CIC AMC Launches SAP Customer Interaction Center SAP Partnership Established AMC Multi-Channel IC-WinClient Licensed to SAP AMC Completes Latest SAP Certifications AMC Completes Amazon Connect Integration AMC Completes SAP C4C Integration Supported SAP Solutions SAP CRM 6.10, 6.20, 6.30, 2004 and 7.0 SAP R/3: 4.5 and 4.6 SAP ECC 6.0 mySAP™ CRM 3.0, 3.1, 4.0, 5.0, 2007 and 7.0 WinClient and Webclient NEW SAP C4C/Hybris (HTML5 or Responsive UI) SAP Resource Center Datasheets SAP Check out this datasheet to learn more about Contact Canvas for SAP Case Studies Colmobil Find out how Colmobil benefited from using Contact Canvas to integrate SAP and Cisco Continental Find out how Continental Tires benefited from using Contact Canvas to integrate SAP and Avaya CPS Energy Find out how Colmobil benefited from using Contact Canvas to integrate SAP and Avaya. Demos SAP Watch a demo of Contact Canvas for SAP
