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July 11, 2012
Cisco News - AMC Technology Adds Support for Cisco Mobile Agent to Contact Canvas Salesforce.com CTI Integration Adapter
By Raju Shanbhag, TMCnet Contributor
AMC Technology, a provider of enterprise and contact center application integration software, has announced that the company has added support for Cisco (News - Alert) Mobile Agent to its Contact Canvas salesforce.com CTI Adapter.
AMC CTI integration solutions for salesforce.com offer pre-packaged, server-based integration that provides real-time connectivity with major contact center solutions. Contact centers can more easily and efficiently manage customer interactions and provide improved levels of customer service with this integration.
Contact centers can facilitate multi-channel functionality in the salesforce.com desktop including telephony (CTI (News - Alert)) softphone controls, caller identification, and screen population through this combination. With full, real-time access to salesforce.com customer data, agents can place, receive, and transfer customer interactions. To ensure that the right customer reaches the right agent at the right time, call routing can be enhanced using business rules and customer data residing in saleforce.com.
AMC has improved the Contact Canvas salesforce.com CTI Integration Adapter to let agents log into the contact center and receive or place calls with the help of non-contact center phones, due to the growing demand for remote agents, the company stated in a press release.
“In today’s world, it is becoming easier for people to stay connected through mobile technology. AMC is committed to making it easier for call center agents to work outside of the physical call center,” said Aimee Stinson, director of Software Development at AMC Technology. “Adding support for Cisco Mobile Agent is a natural extension to our Contact Canvas product suite.”
Recently, the company announced its AMC Contact Canvas Agent solution and its related application adapters for Microsoft (News - Alert) Dynamics, salesforce.com, SAPweb and Siebel applications, have obtained certificates of compliance with Avaya Aura Contact Center and Avaya Communication Manager.
Edited by Brooke Neuman
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