Microsoft Dynamics CRM Integration Solutions for Contact Centers

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

AMC Provides pre-certified out-of-the box 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 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 service.

Agent Desktop Highlights

Enable full CTI functionality in Microsoft Dynamics 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 / 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.

Supported Solutions

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.

Keywords: Call Center, Call Center Equipment, Crm Applications, Improve Customer Experience, Integration Server, Operational Efficiency, Queue Manager, Technical Information,

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