Watch Us #Innovate: Sprint 2July 14, 2016Our development interns have just finished their second sprint and once again, we were happy to see how easily they have been able to leverage the Contact Canvas platform to integrate various communication tools and CRMs! The objective for this project was for each team to further expand on what they had previously worked on using Contact Canvas Agent toolkit and Agent Palette. Team 1: Omni-Channel Our Omni-Channel integration has been very well received so Ben and Matt have been working hard to create omni-channel functionality for another popular CRM. To add to the accept, decline and cancel features they developed last week, they created several different work modes, routing, and miscellaneous features to enhance the agent and customer experience. Team 2: Zang SMS Integration Previously, Sweety and Erkin were working on integrating basic SMS capabilities from Zang API with our Contact Canvas Agent toolkit. For this sprint, they worked to further agent capabilities to coordinate agent work modes while processing SMS. In this, they created separate buttons for sms ready and sms not ready to allow agents the option to work on either a call, sms, or both at the same time. There are so many cool applications for SMS. We can’t wait to see how this channel is going to be used by organizations! Team 3: Skype for Business Integration To elaborate on the framework they created in the last sprint, Aman and Edwin successfully integrated chat presence on the softphone with Skype for Business and allowed functionality to the server to queue customers waiting to chat. Skype has continued to increase in popularity because of it’s versatility and ease of use. This channel can be applied to websites and for internal helpdesks. The summer is moving fast! Our interns progress is moving along and we look forward to seeing what they come up with in the next sprint! Be sure to follow us on social media to Watch Us #Innovate and keep up with our latest blogs! 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.