Watch US #Innovate: The Final Sprint August 12, 2016We’ve reached the end of our summer journey and finished our last sprint of the year! A huge thank you to all of our interns for all of their hard work and creativity this summer. This last sprint entailed all of the project teams working together to bring their respective channels into Omni-Channel. Team One: Omni-Channel Ben and Matt created an omni-channel dashboard that allows contact centers to add additional channels, such as SMS messages and live chat, to the AMC softphone within CRM. A manager dashboard was also built that provides live statistics for managers to easily monitor agent and call center productivity, including average handle time, number of completed work interactions/work items as well as a presence dashboard and phone dashboard. For more information regarding the value of Omni-Channel and Contact Canvas Agent for Salesforce Omni-Channel click here. Team Two: Zang SMS Sweety and Erkin expanded on team one’s omni-channel dashboard and integrated text messaging with the softphone using Zang’s API. One key feature is the automated messaging platform that can respond to requests for common call center tasks. Customers or internal employees can text a command and work through menus to receive information like case status, freeing up agents’ time to work on tasks that require live help. Team Three: Skype for Business Edwin and Aman also added onto the omni-channel platform integrated Skype for Business functionality. This provides a convenient way for customers to chat with agents using a familiar UI that minimizes the learning curve for agents. Managers are also able to view a chat history to keep their records organized. Good luck to all of our interns as they go back to school this year, we hope this school year is a good one! To learn more about the power of the Contact Canvas platform click here. Anthony UlianoAnthony X. Uliano, Founder / CTO of AMC Technology. I’m a CRM and contact center integration specialist, responsible for product development and strategy at AMC, a company I founded in 1995. I got my start as the architect for SAP’s Customer Interaction Center, which I sold to SAP back in 1997, launching my 23 year obsession with CRM and CTI integration. I split my time in Richmond VA and Bar Harbor Maine, where I live with my wife and 3 children. When I’m not running AMC, I’m an avid film buff and volunteer at several non-profits.