Provides pre-certified out-of-the box
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 Microsoft Dynamics CRM application and Call Center equipment |
Through this integration, contact
centers can enable multi-channel functionality in Microsoft Dynamics CRM desktop
including telephony (CTI) softphone controls, caller identification, and screen
population. Agents can place, receive, and transfer customer interactions with
full, real-time access to Microsoft CRM customer data. Call routing can be
enhanced using business rules and customer data residing in Microsoft Dynamics CRM to
ensure that the right customer reaches the right agent at the right time.
Used everyday by thousands
of agents around the globe, AMC solutions help more than 350 innovative
organizations to work more effectively and deliver higher levels of customer
Agent Desktop Highlights
| || || |
Enable full CTI functionality in
Microsoft Dynamics CRM desktop
| || || |
Provide real-time agent
and channel state with ANI/DNIS
| || || |
Screen pop with customer information
and interaction history
| || || |
Support for leading CTI servers from
Aspect, Avaya / Nortel, Cisco and others
AMC Solutions Components
consists of key components that provide pre-packaged integration between leading CRM applications and contact center solutions.
AMC Contact Center for Microsoft Dynamics CRM provides a contact center user interface framework that delivers interaction controls and contact center functionality built into the Microsoft CRM desktop.
Additional AMC product components for Microsoft Dynamics CRM include AMC Email
Interaction Solutions to enhance email channel support and
AMC Interaction Routing Solutions to enhance interaction routing.
Call Management Example
The incoming call passes from the PBX switch to the AMC Telephony Connector via the CTI server.
The Telephony Connector passes the call to the central queue manager in AMC Multi-Channel Integration Server (MCIS).
MCIS communicates with
Microsoft Dynamics CRM, 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 Microsoft CRM screen populates with caller information simultaneous with the arrival of the call.
AMC solutions for Microsoft support Microsoft Dynamics CRM 4.0 and 3.0 as well as the older Microsoft Business Solutions CRM 1.0 and 1.2.
The AMC product suite requires Windows Server 2003 and supports various server and communications hardware and software configurations. The AMC
product suite supports various versions and components of contact center systems.