FEATURES AT A GLANCE

WHY AMC

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teamsalesforce@amctechnology.com

AMC TECHNOLOGY, LLC.www.amctechnology.com

KEY BENEFITS

OMNI-CHANNEL INTEGRATION FOR SALESFORCE

SALESFORCE.COM + CONTACT CANVAS OMNI CHANNEL

Salesforce Omni Channel User

™

Media ChannelINBOUND VOICE PLATFORM

Voice ApplicationIVR or dialer

Contact Canvas Server

Agent Desktop

Application HOSTED SALESFORCE

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PSTN

Voice Driver

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Salesforce Cloud BasedApplications and Services

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PBX / ACD

Through this integration contact centers with blended agents that support multiple channels like phone, chat, email, etc. can manage their availability across all channels to maximize agent efficiency and offer a unified agent experience. The AMC Contact Canvas Agent leverages Salesforce’s robust Open CTI and Omni Channel APIs to offer all of the capabilities a multi-channel agent needs. Agents can handle one type of communication channel at a time or multiple channels at a time. With Contact Canvas, contact centers can configure agents to set availability for phone and omni channel separately or across channels within a single UI to provide flexibility to handle multiple, disparate channels simultane-ously.

Use a single, full featured and integrated Contact Canvas Agent interface to control all channels

Set Agent availability across all channels or independently for Phone and Omni Channel Enables all Omni-Channel work item route, and queue capabilities Provides inbound alerts for all channels Agents can be configured for a single channel or blended, based on skillset Contextual Agent UI based upon channel type Supports both inbound and outbound phone calls Configurable Not Ready Reason codes to provide accurate and comprehensive agent reporting Works seamlessly with Salesforce Omni-Channel Supervisor

Improved agent experience: minimize agent learning curves and increase adoption by using one interface to control all work regardless of channel, empower agents to focus on customers rather than technology and offer a consistent customer experience (CX) by removing agent silos Improved customer experience: informed agents begin the interaction with more context so customers spend less time on the phone and leave an interaction more satisfied Improved IT experience: simple deployment that can be completed independently without costly professional services Improved opperational efficiencies: flexible options to blend channels based on skillsets to maximize performance and allow for other tasks during downtime Truly blended omni-channel: with a single user interface including telephony

Our Experience is unparalleled – Contact center experts since 1995 dedicated to integrating communication and CRM platforms for organizations around the world, AMC is a global leader in contact center and CRM integration.We are committed – Our sole focus is building products to communication enable CRM systems. The result is an organization that isn’t trying to sell professional services to build the right solution, but a product focused company that anticipates contact center needs. Our solution makes complex technology simple – The Contact Canvas architecture allows organizations to switch integration points easily, so we have it covered when different CRM or telephony products are acquired. Our Partnerships are deep – Year after year, we demonstrate our commitment to our partners and customers by maintaining our integration certifications to ensure interoperability with our partners latest releases. Customers know that their investment in Contact Canvas is a long term solution and that will meet business needs now and in the future.

SCREEN POP

Super Agent Mode Blended Agent Mode

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