CRM Integration Solutions for Aspect Contact Centers
CRM, Technical Information, Operational Efficiency
AMC provides certified
software to integrate Aspect 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 Aspect Unified IP Contact Center
Products . |
As an Aspect Technology
Alliance Partner, AMC provides solutions for Aspect Unified IP Contact Centers
that deliver native, server-level integration.
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
| || || |
Provides screen pops with critical
customer information based on ANI/DNIS
identification right when the phone
| || || |
Supports salesforce.com, mySAP CRM, Microsoft
Dynamics CRM, Siebel and PeopleSoft CRM
AMC Solution Components
Call Management Example
The incoming call
passes from the PBX switch to the AMC Telephony
Connector via the Aspect Unified IP CTI server.
The Telephony Connector passes the call to the central queue manager in AMC
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
, Improve Customer Experience
, Operational Efficiency
, Queue Manager
, Technical Information