Infotech Lead America: AMC Technology, a global provider of enterprise and contact center application integration software, has added support for Cisco Mobile Agent to the company’s Contact Canvas salesforce.com CTI Adapter.
The solution incorporates with salesforce.com CRM, providing features like automatic identification of customers and targeted screen population of the customer context.
AMC has improved the Contact Canvas salesforce.com CTI Integration Adapter considering the rapid rise in demand for remote agents. It now allows agents to log into the contact center and receive or place calls through non-contact center phones. It provides the same agent and customer experience regardless whether the agent is inside or outside Cisco UCCE contact center.
“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,” added Stinson.
The support for Cisco Mobile Agent with AMC’s Contact Canvas salesforce.com CTI Integration Adapter now provides customers with a proven solution for Cisco agents working outside the traditional contact center.
Cisco recently announced new services and capabilities for the Cisco Unified Communications Manager platform to address the challenges faced by IT managers. Cisco UC Release 9.0 contains many features that help businesses implement and manage contact center solutions.