Contact Center Solutions Featured Article

Study Shows Potential Pitfalls of Contact Center and CRM Integration

December 18, 2007

Contact centers traditionally fulfilled an important purpose for the organization: to interact with the customer. Now, the contact center is used to not only interact, but also to gather pertinent information that can be used to improve service and product offerings.

Such information can effectively be plugged into CRM applications to maximize the information throughout the organization. While such implementations can be beneficial for the enterprise, the contact center should not be used to gather information for any CRM application without first getting technical expertise on the CRM implementation.

AMC Technology, a provider of multi-channel integration solutions for contact centers, focuses on increasing awareness of the importance of getting technical expertise and analysis during the initial discovery phase of CRM integration projects.

The company for years has provided integration studies by experienced technical Solutions Engineers to customers who want to take a more proactive approach in the early phases of their integration projects. Such an approach has proven to be effective in helping these companies to avoid costly integration pitfalls.

Companies today are looking to enjoy the benefits of contact center and CRM integration. They are seeking those solutions that work more effectively and deliver higher levels of customer service. These integration projects involving communications systems and CRM applications can, however, have a high degree of risk and complexity.

Generally, there are unique business requirements that need to be met using a variety of systems and infrastructure across multiple vendors. The analysis and planning phase of these projects is critical to their ultimate success.

The AMC Integration Study provides a high-level road map for the integration of communications systems including PBX (News - Alert), IVR, CTI (News - Alert), e-mail and Web, with CRM applications.
 
The Solution Engineer conducting the study uses a series of interviews and document reviews to perform a detailed exploration of the customer’s technical and business environment.

Based on the findings, AMC develops an integration project roadmap that provides recommendations, critical success factors, and time estimates. All of the findings are presented in a single document for use in action planning.

"A professional Integration Study from AMC Technology can help ensure the success of contact center and CRM integration projects," said Paul Martin, Senior SE at AMC, in a company statement. "No matter which certified solution is eventually chosen to implement the integration, it makes sense to perform this comprehensive, technical analysis before the project begins."

To learn more about the costly pitfalls you can avoid with an AMC Integration Study, or to request a quote, please contact a sales representative at sales@amctechnology.com.


AMC also offers a free whitepaper containing 8 Best Practice Checklists for busy managers tasked with the success of the project. Just visit the AMC Resource Library at http://www.amctechnology.com/products/resources.asp .
 

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers whitepapers, case studies and other documents which are free to registered users. Today’s featured white paper is Achieving a Successful IP Telephony Transition.

 
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

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