AMC Technology Solutions for Oracle PeopleSoft CRM and Telephony Contact Center Integration

By: Amc Technology  06-Dec-2011
Keywords: Customer Service, Telephony, Technical Information

AMC provides certified software to integrate telephony and contact centers with
CRM applications.

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 Oracle PeopleSoft CRM application and Call Center equipment

AMC solutions for Oracle PeopleSoft CRM provide pre-packaged, server-based integration that delivers real-time connectivity with leading contact center solutions. Contact centers can more efficiently manage customer interactions and deliver superior levels of customer service.

Through this integration, contact centers can enable telephony (CTI) functionality in the PeopleSoft CRM desktop including softphone controls, caller identification, and screen population. Agents can place, receive, and transfer customer interactions with full, real-time access to PeopleSoft CRM customer data. Call routing can be enhanced using business rules and customer data residing in PeopleSoft CRM to ensure that the right customer reaches the right agent at the right time.

As an Oracle Validated Partner, AMC develops solutions for PeopleSoft Enterprise CRM. Through the standard PeopleSoft Multi-Channel API (PSMCAPI) in PeopleTools, AMC provides pre-packaged integration for leading telephony solutions including Aspect, Avaya, Cisco, Nortel and others.

Used everyday by thousands of agents around the globe, AMC solutions help innovative organizations to work more effectively and deliver higher levels of customer service.

Enable full CTI functionality in PeopleSoft CRM desktop

Provide real-time agent and channel state with ANI/DNIS identification

Screen pop with customer information and interaction history

Support for leading CTI servers from Aspect, Avaya, Cisco, and Nortel

™ consists of key components that provide pre-packaged integration between leading CRM applications and contact center solutions.

™

  • The incoming customer call to the contact center reaches the IVR/PBX which then signals the event to the CTI server and passes the call data.

  • The CTI server, through its standard communications API, passes the event data to the AMC Telephony Connector, which passes the event data to the central queue manager in AMC Multi-Channel Integration Server (MCIS).

  • MCIS communicates the event data, via the AMC Application Adapter, to the PeopleSoft REN server using the PeopleSoft Multi-Channel API (PSMCAPI).

  • The agent's PeopleSoft CRM application uses the event data to perform a look-up of the customer information.

  • The agent's PeopleSoft CRM screen populates with caller information simultaneous with the arrival of the call.

AMC solutions for PeopleSoft CRM include:

o     PeopleTools 8.48, PeopleSoft CRM 8.9

o     PeopleTools 8.49, PeopleSoft CRM 9.0

o     PeopleTools 8.50, PeopleSoft CRM 9.1

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.

Keywords: Call Center, Call Center Equipment, Crm Applications, Customer Service, Improve Customer Experience, Operational Efficiency, Technical Information, Telephony,

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