amc technology: salesforce crm integration in the enterprise contact center

© 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.

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© 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

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© 2009 AMC Technology, LLC. All rights reserved.

AMC Customers Represent Over 250

Major Corporations Worldwide

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© 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

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© 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

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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 22

Q&A

© 2009 AMC Technology, LLC. All rights reserved. Slide 23

Thank You!

More Questions? Ask AMC:

sales@amctechnology.com

+1 (804) 327-0170

www.amctechnology.com

Host: Ken Rush

Technical Lead – Partner Solutions