CRM Integration Solutions for Aspect Contact Centers

By: Amc Technology  06-Dec-2011
Keywords: Crm, Technical Information, Operational Efficiency

AMC provides certified software to integrate Aspect 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 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 rings

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.

  • 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 ™

Keywords: Crm, Improve Customer Experience, Operational Efficiency, Queue Manager, Technical Information,

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