AMC Technology Solutions for Cisco UCCE UICM CTI Telephony Contact Center and CRM Integration
CRM, Call Center, Technical Information
provides certified software to integrate telephony and
contact centers with
| Improve customer experience and operational efficiency
with better first call resolution, self service, agent time utilization and many other critical areas. |
| Technical information about the AMC MCIS Solutions
and how they fit with your CRM application and Cisco Call Center equipment |
AMC solutions for Cisco IP Communications provide
pre-packaged, server-based integration that delivers real-time connectivity with
leading CRM applications. Contact centers can improve call management and
enable full CTI functionality in their CRM desktop including softphone controls,
caller identification, and screen population. Agents can place, receive, and
transfer customer interactions with full, real-time access to CRM customer data.
As a Cisco Technology
Developer Program Partner, AMC provides solutions for Cisco UICM (previously ICM Enterprise), Cisco UCC
Enterprise (previously IP Contact Center (IPCC) Enterprise), Cisco UCC
Express (previously IP Contact Center
(IPCC) Express) and Cisco UCM (Call
Manager), previously IP Contact Center Call Manager. Pre-packaged integration is
available for leading CRM applications including SAP CRM,
Oracle PeopleSoft® CRM, Oracle
Siebel®, Oracle eBusiness Suite, Microsoft® Dynamics CRM
Used everyday by thousands of agents around the
globe, AMC solutions help more than 170 innovative organizations to work more effectively
and deliver higher levels of customer service.
Agent Desktop Highlights
| || || |
Enable full CTI
functionality in the CRM application
| || || |
Provide real-time agent
and channel state with ANI/DNIS
| || || |
Screen pop with customer information
and interaction history
| || || |
Support for SAP CRM, Oracle eBusiness
Suite, Oracle PeopleSoftCRM,
Oracle Siebel, Microsoft Dynamics CRM,
salesforce.com and BMC Remedy Helpdesk.
AMC Solution Components
Call Management Example
The incoming call passes from the PBX switch to the AMC Telephony Connector via the
Cisco ICM CTI server.
The Telephony Connector passes the call to the central queue manager in AMC Multi-Channel Integration Server (MCIS).
MCIS communicates with the CRM application, via the AMC Application Adapter, for appropriate routing and to capture caller data.
The Telephony Connector passes the call back through the switch for transfer to the appropriate agent.
The agent CRM screen populates with caller information simultaneous with the arrival of the call.
AMC Multi-Channel Integration Suite
, Call Center Equipment
, Crm Applications
, Improve Customer Experience
, Integration Server
, Ip Communications
, Operational Efficiency
, Queue Manager
, Technical Information