AMC - Getting The Most Out Of Dreamforce 2009

Larry Smothers Ken Rush

Global Partner Channel Manager Partner Technical Liaison

AMC Technology AMC Technology

Integrating Avaya and CRM in the Enterprise Contact Center

Welcome…we’ll begin shortly…..

© 2009 AMC Technology, LLC. All rights reserved.

Agenda

Slide 2

Introduction to AMC Technology1

How the Solution is Used

2

Engaging with AMC

3

Integration Challenges, Objectives and Benefits

4


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.

World’s Most Innovative Contact Centers….powered by AMC

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Global Business Partners

Pre-packaged, certified and highly configurable product suite providing integration between Avaya and leading CRM Solution Providers

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AMC Customers Represent Over 250 Major Corporations Worldwide

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Agenda

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2

Engaging with AMC

3


4


A Typical Agent Desktop

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Source: Yankee Group, 2006

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.


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

Issues In the Contact Center

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

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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

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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

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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 digit account number

Source: amctechnology.com/SavingsCalc/Savings.html

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Results

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Contact Center Benefits

ROI Area Efficiency Customer Satisfaction

Other (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

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Building and Sustaining Value with AMC Integration

Slide 15

Business ValueContact Center

ValueIT Value

Improved customer

service & experience -

right customer, right

information, right agent –

the first time

Improved operating

efficiencies and cost

control/lowers cost per

contact with ‘first call

resolution’

Process improvement

and compliance to

customer service

objectives

Single application on agent

desktop using native CRM

Full support of agent and

telephony functionality in

the CRM desk top

Screen pop on unique

identifiers - tailored to

specific requirements

Enhance call routing based

on CRM customer data

Full multi-channel support

and availability

Pre-packaged, certified

integration for lower TCO –

minimal upfront IT involvement

lower ongoing operational

costs

Proven product installed at

over 200 large enterprises

world wide

Support for all leading CRM

and contact center systems

Consultative expertise to

minimize complex project risk

Middleware expertise and

documented reliability


Agenda

Slide 16



2

Engaging with AMC

3


4


MCIS Integration Architecture

TelephonyEvents

PBX Switch

CTI Server

Avaya Telephony CTI Server

CTI API

Application Requests

CRM Server

Multi-channel

Interface

CRM APIUnify the

Contact Center

AMC Multi-Channel Integration Suite

AMCApplication

Adapter

AMC Telephony Connector for Specific CTI

AMC Multi-channelIntegration Server (MCIS)

CRM

CRM DB Agent Desktop

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© 2009 AMC Technology, LLC. All rights reserved. Slide 18

SAP 2007 Screen Pop

Agent Dashboard

• real-time agent and channel state

• ANI, DNIS identification

Business Partner

Display and

Interaction History

• real-time history of business activities

• business partner specific

Business Partner

Screen Pop

• real-time contact information

Softphone Controls


Microsoft CRM 4.0 Screen Pop

Agent Dashboard


• ANI identification

Contact Data Display

Interaction History

• real-time history of business activities

• contact specific

Contact

Screen Pop

• real-time contact information

Softphone Controls

Agent Workmodes

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© 2009 AMC Technology, LLC. All rights reserved. Slide 20

Salesforce.com Screen Pop

Softphone Controls

Contact Screen Pop

• Account detail

Agent Dashboard


• ANI identification

Current Call Log

Agent Workmodes


Value of AMC MCIS Architecture

Simplifies Complex Integration

Increases Application Stability

Improves Flexibility

Provides Extensibility

Preserves Customer Investment

Slide 21


Avaya AES Architecture

Slide 22


AIC VESP Architecture

Slide 23


AIC Client SDK Architecture

Slide 24


SAP Certificates

Slide 25

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. . .


Agenda

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2

Engaging with AMC

3


4


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

AMC’s Role in Integration Projects

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 centerWeb-based screen cam demosTechnical white papers

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Thank You!

More Questions?

[email protected]

+1 (800) 390-4866

www.amctechnology.com

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Larry Smothers Ken RushGlobal Partner Channel Manager Partner Technical Liaison AMC Technology AMC Technology

mailto:[email protected]

http://www.amctechnology.com/