Watch Us #Innovate: Sprint 1 June 30, 2016Watch Us #Innovate: Our development interns have just completed their very first two-week sprint of their summer internship. Each of the teams have developed the initial features of their respective projects using Contact Canvas Agent toolkit and Agent Palette. Team 1: Omni-channel for CRMs For the first sprint, Ben and Matt created Omni-Channel functionality for agent use in CRMs. The Contact Canvas palette was used to display work assigned to the agent. Agents are then able to accept, decline, close, or cancel the work from the Contact Canvas Agent toolbar. Next, the team will now focus their attention on adding multiple user modes and enhancing the overall agent experience. Team 2: Zang SMS Integration Using the Zang API, Sweety and Erkin integrated basic SMS capabilities into the Contact Canvas platform. A user can text a phone number allocated by their Zang account, and The Zang servers will then route the message and deliver its contents directly into the Contact Canvas Agent Palette. The Team will now focus on extending the Agent Palette and including the full functionality of the Zang service. Team 3: Skype for Business Integration Aman and Edwin completed the framework for a Skype for Business Chat Client within Contact Canvas. Users are able to send and receive chat messages directly from any website. Those messages are routed through Skype to the Agent Palette. As of now, the bi-directional chat works, and it will be receiving more functionality during the next sprints. The team will specifically be adding features such as stored chat transcripts, coordinated agent work modes, and Omni-Channel queue handling. We are excited to see our interns continue to harness the full power and versatility of the Contact Canvas toolkit and Agent Palette. With three more Sprints to go, we invite you to stay connected and watch us #Innovate as these projects become fully integrated pieces of our Contact Canvas PlatformAnthony 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.