Let’s Talk About Knowledge Workers! June 1, 2019Often times when I’m asked what our software does, I talk about what we do for contact center agents. It’s easy to explain the benefits of computer telephony integration for your agents, as everyone has a negative call center story they can share. Endless call transfers and repeating information over and over again are easy… Read more →
AMC Scores Big in Hannover with Continental Tire June 23, 2016On June 16th, we kicked off our 2016 Roadshow and visited long-time customer, Continental Tire in Hannover, Germany. As one of the top tire companies in the world, they have contact centers all over Europe and Malaysia. For over 12 years, Continental has integrated with AMC’s Avaya and SAP systems for their contact centers using… Read more →
Hear a Rumble? That’s AMC’s Lightning Open CTI Solution June 22, 2016We’ve been hearing about Salesforce’s Lightning Experience and Development platform for a while now and those in the contact center have been eagerly awaiting their turn to experience Salesforce’s modern, new user interface that will work across every device. Technical teams are excited to see how easily they can extend the platform and how their… 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 →
Watch us #Innovate: Interns’ week three! June 19, 2015 Our development interns have been working hard tweaking their new Agent Palette plug-ins and forming teams to come up with new plug-in ideas. Our interns are all from Virginia Commonwealth University and range from sophomores to seniors in college with all different technical skill levels but each was able to develop a plug-in that… Read more →
A 20 Year Mission – CRM and CTI Integration January 12, 2015Since the days of CSTA, GED-188, TSAPI, and SS7 Computer Telephony Integration (CTI) has been a complicated and risky venture. Companies like GeoTel, Genesys, Lucent, IBM, and HP made millions of dollars consulting with customers looking to realize the benefits of “screen pop” and softphone controls. Projects were expensive and very time consuming, and solutions… Read more →
