AMC Technology Releases New Version of Application Adapter Contact Center CRM
TMCnet Contributing Editor
AMC Technology, LLC reportedly has announced the general availability of a new release of the AMC Application Adapter for Salesforce.com for the Multi-Channel Integration Suite – a new version that’s easy to use and enhances the performance of agents using Salesforce CRM in contact centers.
The AMC Application Adapter for salesforce.com allows better communication between MCIS and Salesforce. It helps the CRM vendor’s standard user interface to seamlessly integrate with existing CTI (News - Alert). It also provides additional agent desktop telephony capabilities which decreases call times and improves customer experience.
It provides server-based integration which delivers real-time connectivity with contact center solutions. Call routing is enhanced by using business rules and customer data residing in Salesforce.com (News - Alert) which ensures that the right customer reaches the right agent at the right time.
The Application Adapter previously included screen pops with customer information, automatic logging of inbound and outbound calls, redirection of calls and click-to-dial within Salesforce.
The new upgrades include customized pop-up with Visualforce pages which use salesforce.com’s Visualforce application. This redirects to a Web page or another in-house application. The configurable displays of Call Attached Data assist agents in the authentication of callers it also enables agents to immediately attend to customers’ needs.
The wrap-up mode and wrap-up notes offer a ‘not ready’ state which allows agents to finish entering data from previous calls. The call notes feature and the call logs search assist agents in finding notes from previous calls.
“We added these enhancements in response to requests from customers who wanted to give contact center agents better ease-of-use for their business-crucial technology,” said Anthony X. Uliano, president and chief technical officer at AMC. “Including this functionality as part of our standard offering only increases the value that we deliver and emphasizes the strong partnership that we have with salesforce.com.”
AMC Technology, LLC provides telephony and multi-channel CRM integration. It is employed by several thousand agents in call centers worldwide. AMC’s pre-packaged MCIS product is certified against various CRM applications like SAP, Oracle Siebel and PeopleSoft CRM, Salesforce and Microsoft (News - Alert). It is also compatible with contact center solutions from Aspect, Avaya, Cisco and Nortel.
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Shamila Janakiraman is a contributing editor for TMCnet. To read more of Shamila’s articles, please visit her columnist page.
Edited by Michael Dinan
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