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© 2009 AMC Technology, LLC. All rights reserved.
Live Demo: Salesforce CRM Integration in
the Enterprise Contact Center
Host: Ken RushPartner Solutions Technical Resource
© 2009 AMC Technology, LLC. All rights reserved.
Welcome
Introduction 1
Contact Center Integration using Salesforce2
Demonstration3
Engaging with AMC5
AMC Salesforce Product Roadmap4
© 2009 AMC Technology, LLC. All rights reserved.
AMC Powers the World’s Most
Innovative Contact Centers
Our multi-channel integration solutions allow contact centers to more efficiently manage all types of customer interactions and deliver superior levels of customer service.
AMC Multi-Channel Integration SuiteTM
features an open architecture that easily, seamlessly integrates customer relationship management (CRM) applications and contact center solutions.
Used every day by thousands of agentsaround the globe, our solutions are deployed at over 250 major corporations worldwide.
Founded in 1995, AMC is a privately held software development company headquartered in Richmond, Virginia.
Slide 3
© 2009 AMC Technology, LLC. All rights reserved.
Global Business Partners
Pre-packaged, certified & highly configurable product suite providing integration
between Salesforce CRM and leading Contact Center Solution Providers
Slide 4
© 2009 AMC Technology, LLC. All rights reserved.
AMC Customers Represent Over 250
Major Corporations Worldwide
Slide 5
© 2009 AMC Technology, LLC. All rights reserved.
Typical Integration Architecture
TelephonyEvents
PBX/ACD
CTI Service
CTI API
Application Requests
Channel
Interface
CRM APIBridge
The Gap
AMCApplication Adapter for
CRM
AMC Telephony
Connector for Specific CTI
AMC Multi-channelIntegration Server (MCIS)
CRM App
CRM DB Agent Desktop
Voice Platform
and FrameworkApplication
Framework
AMC Multi-Channel Integration Suite
© 2009 AMC Technology, LLC. All rights reserved.
Value of AMC Technology MCIS
Architecture
• Simplifies a very complex integration
– Normalizes events, commands and information across channels
and applications.
– Provides a standard reference state from multiple agent work states
distributed throughout the system.
• Stable – isolates processes
• Flexible – Abstracts standard behaviors
• Independent and extensible
– Vendor/version independent – allows deployment on majority of
CRM & CTI solution providers
– Channel independent – supports common integration events and
methods
– Application independent
• Preserves customer investment
– Allows upgrades and replacements without a “forklift” integration
replacement.
© 2009 AMC Technology, LLC. All rights reserved.
Agenda
Introduction 1
Contact Center Integration using Salesforce2
Demonstration3
Engaging with AMC5
AMC Salesforce Product Roadmap4
© 2009 AMC Technology, LLC. All rights reserved.
Salesforce In the Contact Center
Deployment Options: Hosted Environment Hybrid Environment: Hosted Application w/ premise based
communications services.
Hosted Environment with different vendors: Salesforce hosts application, other vendor hosts communications services.
Agent desktops can run in a terminal services environment.
Salesforce implementation scope. Enterprise Implementations: AMC largest to date – 1800 users
Departmental implementations
Specialized: line of business, special and pilot projects.
Salesforce CRM + other vendor enterprise business apps.
Salesforce for sales and service + other vendor CRM for employee relations services (technical and HR help desks)
© 2009 AMC Technology, LLC. All rights reserved.
Deployment: Salesforce
Premise equipment and hosted apps
© 2009 AMC Technology, LLC. All rights reserved.
Architecture: Salesforce
Inbound Voice Platform
© 2009 AMC Technology, LLC. All rights reserved.
Architecture: Salesforce
Managing Call Data
© 2009 AMC Technology, LLC. All rights reserved.
AMC Telephony Connectors
Agent Functions through Salesforce client Agent Login/Logout - Agent can log in and out of the queue
Ready/Not Ready - Agent can set work mode status
Softphone Controls through Salesforce client Answer, Hold, Retrieve
Conference, Warm and Blind Transfer
End Call and End Contact
Call Attached Data (CAD) in the Salesforce client
Automatic Number Identification (ANI) Dialed Number Identification Service (DNIS)
User Enter Digits (unique identifier) – supports IVR
Screen Pop on CAD
© 2009 AMC Technology, LLC. All rights reserved.
Salesforce.com AMC Screen Shot
Slide 14
© 2009 AMC Technology, LLC. All rights reserved.
Agenda
Introduction 1
Contact Center Integration using Salesforce2
Demonstration3
Engaging with AMC5
AMC Salesforce Product Roadmap4
© 2009 AMC Technology, LLC. All rights reserved.
Demonstration
Slide 16
Basic Agent User experience.
Inbound ANI screen pop and customer call
handling.
Outbound calls.
Configuring and Tailoring Salesforce
Agent Settings
Global Settings
Managing Call Centers
Creating a call center.
Assigning Agents and Profiles to call centers.
Screen pop scenarios.
© 2009 AMC Technology, LLC. All rights reserved.
Agenda
Introduction 1
Contact Center Integration using Salesforce2
Demonstration3
Engaging with AMC5
AMC Salesforce Product Roadmap4
© 2009 AMC Technology, LLC. All rights reserved.
Salesforce Product Roadmap
Slide 18
Inbound Telephony: Supported
Outbound Campaigns: June 2009
Two customers identified for implementation
Initial release will be on Aspect Unified IP Predictive
Support for predictive, preview, timed-preview and
progressive dialing
Follow on options include independent campaign
managers, such as SER and integrated solutions such
as Nortel Contact Center.
E-Mail and FAX: early 2010
Expert Agent / Presence management: 2010
Target platforms are Microsoft Communications Server,
Aspect Unified iP and Cisco Unified Communications.
Chat, need to identify a customer and verify demand.
© 2009 AMC Technology, LLC. All rights reserved.
Agenda
Introduction 1
Contact Center Integration using Salesforce2
Demonstration3
Engaging with AMC5
AMC Salesforce Product Roadmap4
© 2009 AMC Technology, LLC. All rights reserved.
AMC’s Role in integration projects
Proven, robust & certified MCIS
CTI Capabilities; On Screen Call Controls
Voice, Email, Fax, Chat Integration
IVR, Data Integration
Professional Services
Project Assessment/Discovery
Integration Planning
Implementation Services
Technical Documentation
Technical Training
Ongoing Support/Maintenance Structure
Global; 24/7
Local -- partners provide 1st/2nd level
© 2009 AMC Technology, LLC. All rights reserved. Slide 21
How to Engage AMC
Contact us directly for live demos
Visit our website and register for access to:
Web-based screen cam demos
AMC technical white papers
© 2009 AMC Technology, LLC. All rights reserved. Slide 23
Thank You!
More Questions? Ask AMC:
+1 (804) 327-0170
www.amctechnology.com
Host: Ken Rush
Technical Lead – Partner Solutions