Membership Level: Gold

AMC Technology, LLC

 AMC Technology, LLC

15521 Midlothian Turnpike Suite 301,
Midlothian, VA   23113
United States

{CRM + CTI Integration}

About AMC Technology

AMC Technology is a global leader in contact center and CRM integration with nearly 20 years of experience. AMC powers contact centers and customer interactions for companies around the globe through certified products and unparalleled expertise. AMC’s Contact Canvas™ product suite allows customers to integrate CRM and communication platforms, including CTI, across the enterprise, for call center agents, knowledge workers, and mobile staff. Our products are certified by our partners and allow businesses to more effectively manage all types of customer relations while delivering superior levels of customer service and improving productivity. 

Founded in 1995, AMC Technology leads the market in providing contact center integration expertise and best practices. AMC delivers integration software to companies that realize the benefits of connecting multi-channel communications to the business applications used by their enterprise. AMC’s Contact Canvas™ features an open architecture that easily and seamlessly integrates customer relationship management (CRM), database and custom applications to communication channels like phone, email and web.

As an Oracle Validated Partner, AMC develops solutions for PeopleSoft Enterprise CRM, Siebel and RightNow. Used every day by thousands of agents around the globe, AMC solutions help innovative organizations to work more effectively and deliver higher levels of customer service.

 

Contact Canvas 2012

AMC Contact Canvas 2012 is a pre-built and certified software product suite that integrates CRM applications with CTI communication platforms, allowing users to leverage AMC'S robust business application and multi-channel framework across the enterprise. Contact Canvas leverages AMC’s core functionality, AMC’s Heritage Multi Channel Integration Server (MCIS), to provide integration into Application Adapters and Channel Connectors while also extending integration across the enterprise.

Contact center agents and knowledge workers can place, receive, transfer and conference customer interactions with full, real-time access to customer information. Screen Pop is enabled through CCS’s ability to transfer data from the CTI into an instant, convenient display of customer information in the CRM application. Mobile agents now have real-time access to customer data, record updates, and synchronizations with the database. Contact Canvas also provides a corporate-wide platform for supporting business process enabled communication across voice, chat, email, and even social networking systems.

Contact Canvas has certified integrations for leading CTI systems like Aspect, Avaya, Avaya’s Heritage Nortel products, and Cisco. It also has certified integration with CRMs such as Oracle Right Now, Oracle PeopleSoft, Oracle Siebel, Microsoft Dynamics, Salesforce, SAP and BMC Remedy. Contact Canvas also integrates with home-grown applications, databases, and custom systems as well.

 

Key Benefits

  • Improved Customer Experience - Improves the customer experience with communications integrated to the customer profile
  • Enterprise Wide Solution - Supports contact center agents as well as enterprise workers as to improve communication
  • Configuration for Needs - Open architecture allows customers to tailor to their specific business requirements and adjust business processes or call flows as your programs change and grow
  • Flexible Components - Scalable as your contact center grows with new sites or new programs
  • Pain-Free Upgrades - Long-term value from an extensible business solution and a component architecture that is easily upgradable for the addition of new features and channels
  • Risk Mitigation - Reduced risk and complexity with certified end-to-end product integrations that assure functional compliance
  • Leverage Investments – Utilizes existing communication and applications infrastructure, without the need to upgrade or witch platforms
  • Lower Total Cost of Ownership – Minimizes upfront IT and professional services engagement, and includes standard product maintenance and support


Product Features

  • Screen pops any business object, including custom objects
  • Call and agent session controls integrated to the softphone
  • Automatically logs call information and interaction times
  • Lets users dial-out, conference calls, transfer calls, and click-to-dial
  • Configurable Call Attached Data (CAD)
  • Captures call result and contact wrap up notes
  • Agent "not ready" reason codes
  • Allows for outbound dial campaigns


AMC Contact Canvas Architecture

AMC provides server-based integration to CRM for leading communication solutions from Aspect, Avaya, and Cisco. The AMC solution consists of the Contact Canvas Server, one or more communication connectors, and one or more application adapters which communicate with CRM.

Details
The Partner is recognized by Oracle for:
Oracle Validated Integration : Computer Telephony Integration (CTI)
Specializations
Partner Membership Level Gold
Partner Membership Location United States
Main Office Location (HQ) United States
Public or Private Company Private
Number of Employees 31


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    Partner-specific active specializations can be found below.
Active Partner Specializations
No data available.
Solutions
AMC Multi-Channel Integration Suite with Siebel CRM 8.1 AMC Technology's Multi-Channel Integration Suite integrates multi-channel communications with the Siebel Enterprise CRM. The validated Adapter for Siebel CRM allows seamless integration and delivery of real-time contact center data to agents. We enable Computer-Telephony Integration (CTI)and email interaction delivery features such as the communication toolbar, caller identification and Siebel application screen pops so contact center agents have a complete view of the communication and the customer.



This integration has achieved:   Oracle Validated Integration  with  Siebel Customer Relationship Management
AMC Multi-Channel Integration Suite Version 5 Integration with Siebel CRM Rel 7.7 AMC Multi-Channel Integration Suite allows for the seamless integration of multiple communication technologies within one contact center operation, resulting in improved efficiencies and greater freedom of choice for the customer when selecting the technology that best suits their needs.




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