provides certified software to integrate Nortel 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 Nortel Call Center equipment |
AMC solutions for Nortel 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 Nortel Developer
Partner, AMC provides solutions for Nortel products including: Symposium Call
Center Server, Communications Control Toolkit, Business Communications Manager
200/400, Communications Server 1000, Contact Center - Express, Contact Center
Manager Server and Meridian 1 PBX. Pre-packaged integration is available for leading CRM
applications including Microsoft®
Dynamics CRM, PeopleSoft® CRM, SAP
CRM, Siebel, and salesforce.com.
Used everyday by thousands of agents around the globe, AMC
solutions help more than 100 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 Microsoft CRM, Peoplesoft
CRM, SAP CRM, Siebel, and salesforce.com
AMC Solution Components
Call Management Example
The incoming call
passes from the PBX switch to the AMC Telephony
Connector via the Nortel 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
Nortel Select Products
AMC solutions for Nortel are
designated Nortel Select Products and available for order by Nortel and Nortel
Resellers and Distributors through the Nortel Select Products program under the
following product names: AMC Multi-Channel Integration Suite for mySAP CRM and
Nortel, AMC Multi-Channel Integration Suite for PeopleSoft CRM and Nortel, and
AMC Multi-Channel Integration Suite for Microsoft CRM 1.2 and Nortel, AMC
Multi-Channel Integration Suite for salesforce.com and Nortel, AMC Multi-Channel
Integration Suite for Siebel 7 and 8 and Nortel, and AMC data Connector for