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AMC - Getting The Most Out Of Dreamforce 2009
 

AMC - Getting The Most Out Of Dreamforce 2009

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In this AMC presentation you will learn the basics of Salesforce Call Center and how adding CTI will help you provide better customer service. In addition, we will give you exclusive access to ...

In this AMC presentation you will learn the basics of Salesforce Call Center and how adding CTI will help you provide better customer service. In addition, we will give you exclusive access to customized session schedules that will ensure that you don't miss a thing at the Dreamforce show in November in San Francisco.

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    AMC - Getting The Most Out Of Dreamforce 2009 AMC - Getting The Most Out Of Dreamforce 2009 Presentation Transcript

    • Integrating Avaya and CRM in the Enterprise Contact Center Welcome…we’ll begin shortly….. Larry Smothers Ken Rush Global Partner Channel Manager Partner Technical Liaison AMC Technology AMC Technology
    • Agenda 1 Introduction to AMC Technology 2 Integration Challenges, Objectives and Benefits 3 How the Solution is Used 4 Engaging with AMC © 2009 AMC Technology, LLC. All rights reserved. Slide 2
    • World’s Most Innovative Contact Centers ….powered by AMC Our multi-channel integration solutions allow contact centers to more efficiently manage all types of customer interactions and deliver superior levels of customer service. The AMC Multi-Channel Integration SuiteTM features an open architecture that easily, seamlessly integrates SAP CRM implementations with contact center solutions from Aspect, Avaya, Cisco, Nortel and others. Used every day by thousands of agents around 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. © 2009 AMC Technology, LLC. All rights reserved. Slide 3
    • Global Business Partners Pre-packaged, certified and highly configurable product suite providing integration between Avaya and leading CRM Solution Providers © 2009 AMC Technology, LLC. All rights reserved. Slide 4
    • AMC Customers Represent Over 250 Major Corporations Worldwide © 2009 AMC Technology, LLC. All rights reserved. Slide 5
    • Agenda 1 Introduction to AMC Technology 2 Integration Challenges, Objectives and Benefits 3 How the Solution is Used 4 Engaging with AMC © 2009 AMC Technology, LLC. All rights reserved. Slide 6
    • A Typical Agent Desktop  More than 65% of contact center agents use three or more applications.  More than 25% use five or more applications.  70% say they waste time switching between applications.  Two-thirds say their IT systems could be improved. Source: Yankee Group, 2006 © 2009 AMC Technology, LLC. All rights reserved. Slide 7
    • Issues In the Contact Center  Develop Customer retention/profitability strategies  All calls arrive with a history and leave with an experience  Associate retention/turnover rates  Agent career path/compensation  Develop Multi-Channel strategies  Technology/Agent skills/compensation © 2009 AMC Technology, LLC. All rights reserved. Slide 8
    • Challenges of Contact Center Systems  Variety of Systems to Support Communications  Support for telephony, email, chat, fax, online ordering  Can be a complex, distributed systems environment  Growth in Complexity with New Channels  Contact centers are offering more ways to communicate  Multiple vendors, platforms, communications standards  Integration through Each System’s API  Telephony – CTI server, proprietary API  Email – email server, SMTP API  Chat – web server, web services API © 2009 AMC Technology, LLC. All rights reserved. Slide 9
    • Objective: Improve Customer Experience  Reduce Call Length  Customer identity verified once: call prompt for account number or ANI or attached call data throughout interaction  Optimize Agent Focus and Responsiveness  More accurate information delivered more quickly, one call resolution – new systems, consistent customer ID/data, configured screen pop, soft phone  Expand Self-Service Options  IVR with more comprehensive options; opt-out to agent with call data for quick identification and configured screen pop © 2009 AMC Technology, LLC. All rights reserved. Slide 10
    • Objective: Improve Operational Efficiency  Fully Leverage CRM  Improve agent desktop; consolidate customer information  Use native support of contact center functionality and integration  Click to dial from the CRM Application  Blending of Inbound and Outbound Calling  Automatic route of in/out-bound calls to agents on availability  Integrated and configurable for optimization and quality  Integrate Across all Contact Center Systems  AMC Multi-Channel Integration Suite (available through SAP 2007)  AvayaTM AES  Avaya Interaction Center  Leverage existing routing and reporting engines  Advocate/Business Advocate  CMS/Operational Analyst/Avaya IQ and Avaya Communication Data Mart © 2009 AMC Technology, LLC. All rights reserved. Slide 11
    • Savings Calculations  Cost Assumptions  7 hour days  1680 hours per year  Unburdened hourly  Industry standard for Agent-Assisted Cost per Call is $5-7 (Yankee Group, 2008)  Reduction Assumptions  1 second saved per digit not entered  Example here is 12 Source: amctechnology.com/SavingsCalc/Savings.html digit account number © 2009 AMC Technology, LLC. All rights reserved. Slide 12
    • Results © 2009 AMC Technology, LLC. All rights reserved. Slide 13
    • Contact Center Benefits ROI Area Efficiency Customer Other Satisfaction (Revenue, IT benefits) Reduce Hold Times Improve Agent Responsiveness Improve Self-Service Options Customer Identity Verified Once Fully Leverage CRM Application Blending of Inbound/Outbound Certified Solution © 2009 AMC Technology, LLC. All rights reserved. Slide 14
    • Building and Sustaining Value with AMC Integration Contact Center Business Value IT Value Value Pre-packaged, certified Improved customer integration for lower TCO – service & experience - Single application on agent desktop using native CRM minimal upfront IT involvement right customer, right lower ongoing operational information, right agent – costs the first time Full support of agent and telephony functionality in the CRM desk top Proven product installed at Improved operating over 200 large enterprises efficiencies and cost world wide control/lowers cost per Screen pop on unique contact with ‘first call identifiers - tailored to specific requirements Support for all leading CRM resolution’ and contact center systems Process improvement Enhance call routing based on CRM customer data Consultative expertise to and compliance to minimize complex project risk customer service objectives Full multi-channel support and availability Middleware expertise and documented reliability © 2009 AMC Technology, LLC. All rights reserved. Slide 15
    • Agenda 1 Introduction to AMC Technology 2 Integration Challenges, Objectives and Benefits 3 How the Solution is Used 4 Engaging with AMC © 2009 AMC Technology, LLC. All rights reserved. Slide 16
    • MCIS Integration Architecture CRM PBX Switch CRM DB Agent Desktop Application Telephony Avaya Multi-channel Requests Events Telephony Interface CTI Server AMC AMC Telephony Application Connector for CRM API Adapter Unify theSpecific CTI CTI API Contact Center CRM Server CTI Server AMC Multi-channel Integration Server (MCIS) AMC Multi-Channel Integration Suite © 2009 AMC Technology, LLC. All rights reserved. Slide 17
    • SAP 2007 Screen Pop Agent Dashboard Softphone Controls • real-time agent and channel state • ANI, DNIS identification Business Partner Screen Pop • real-time contact information Business Partner Display and Interaction History • real-time history of business activities • business partner specific © 2009 AMC Technology, LLC. All rights reserved. Slide 18
    • Microsoft CRM 4.0 Screen Pop Contact Agent Dashboard Screen Pop • real-time agent and channel state • real-time contact information • ANI identification Agent Workmodes Softphone Controls Contact Data Display Interaction History • real-time history of business activities • contact specific © 2009 AMC Technology, LLC. All rights reserved. Slide 19
    • Salesforce.com Screen Pop Agent Dashboard • real-time agent and channel state Contact Screen Pop • ANI identification • Account detail Agent Workmodes Softphone Controls Current Call Log © 2009 AMC Technology, LLC. All rights reserved. Slide 20
    • Value of AMC MCIS Architecture  Simplifies Complex Integration  Increases Application Stability  Improves Flexibility  Provides Extensibility  Preserves Customer Investment © 2009 AMC Technology, LLC. All rights reserved. Slide 21
    • Avaya AES Architecture © 2009 AMC Technology, LLC. All rights reserved. Slide 22
    • AIC VESP Architecture © 2009 AMC Technology, LLC. All rights reserved. Slide 23
    • AIC Client SDK Architecture © 2009 AMC Technology, LLC. All rights reserved. Slide 24
    • SAP Certificates Telephony Connector for AES Telephony Connector for AIC Client SDK 7.1 Email Connector for AIC Client SDK 7.1 Telephony Connector for AIC 5.2 Email Connector for AIC 5.2 Web Chat for AIC 5.2 … and several others. . . © 2009 AMC Technology, LLC. All rights reserved. Slide 25
    • Agenda 1 Introduction to AMC Technology 2 Integration Challenges, Objectives and Benefits 3 How the Solution is Used 4 Engaging with AMC © 2009 AMC Technology, LLC. All rights reserved. Slide 26
    • AMC’s Role in Integration Projects  Proven, robust & certified MCIS  CTI Capabilities; On Screen Call Controls  Voice, Email, Fax, Chat Integration (SAP 2007)  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 27
    • How to Engage  Contact AMC Technology directly for private webinars  Stop by booth #122 at the InAAU International Conference in Orlando, May 17-21  Visit our website and register for access to: Future web events and seminars on CRM integration in the contact center Web-based screen cam demos Technical white papers © 2009 AMC Technology, LLC. All rights reserved. Slide 28
    • Thank You!  More Questions? sales@amctechnology.com +1 (800) 390-4866 www.amctechnology.com Larry Smothers Ken Rush Global Partner Channel Manager Partner Technical Liaison AMC Technology AMC Technology © 2009 AMC Technology, LLC. All rights reserved. Slide 29