AMC Technology: Salesforce CRM Integration in the Enterprise Contact Center

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 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 & highly configurable product suite providing integration between Salesforce CRM and leading Contact Center Solution Providers © 2009 AMC Technology, LLC. All rights reserved. Slide 4

Typical Integration Architecture CRM App PBX/ACD CRM DB Agent Desktop Application Telephony Channel Requests Events CTI Service Interface AMC AMC Application Telephony CRM API Bridge Adapter for Connector for CTI API CRM Specific CTI The Gap Application AMC Multi-channel Voice Platform Framework Integration Server (MCIS) and 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.

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.

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.

Demonstration  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. Slide 16

Salesforce Product Roadmap  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. Slide 18

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.

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 21

Thank You!  More Questions? Ask AMC: sales@amctechnology.com +1 (804) 327-0170 www.amctechnology.com Host: Ken Rush Technical Lead – Partner Solutions © 2009 AMC Technology, LLC. All rights reserved. Slide 23

AMC Technology: Salesforce CRM Integration in the Enterprise Contact Center

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