Contact Center Solutions Featured Article

AMC Technology plans to offer SAP CRM 2008 attendees in Las Vegas from March 3 – 5 the opportunity to schedule a time for a technical discussion with a contact center integration specialist.


This offering can be extremely valuable to call center and IT managers who are interested in improving the sales, service, support, marketing, and operational efficiency by asking questions of a company such as AMC that has been integrating CRM applications with telephony contact centers since 1995.

One of the biggest challenges for contact centers is the selection of applicable solutions that will improve productivity and their interactions with customers. With the volume of CRM solutions available on the market, it can be difficult to determine the right fit. What can be even more daunting is the complete integration and total acceptance of all contact center staff to maximize the application.

AMC welcomes the toughest technical questions about CRM dips for call routing, IVR self-service personalization, detailed call center analytics, first call resolution improvements with knowledge worker queues, inbound and outbound call blending, and using call center agents for multi-channel e-mail, Web chat, and fax handling.

The company will also handle technical questions regarding old and new models of CTI from Avaya, Nortel, Cisco, Aspect, Envox, or other equipment vendors.

AMC Technology solution engineers are considered SAP R/3 and mySAP CRM specialists when it comes to integrating with CTI, telephony call centers, and multimedia contact centers.

Paul Martin, for instance, a Solutions Engineer with AMC Technology for the last eight years, has extensive experience with SAP products. Martin has completed more than 100 installations of AMC integration software and is well versed in the technical aspects of integrating a contact center with a CRM application. Martin has also completed the SAP offered training courses.

A face-to-face discussion with an AMC specialist would normally involve travel, expenses, and the charge of an AMC Integration Study fee. Attendees at SAP CRM 2008 will have the luxury of scheduling a face-to-face consultation at no charge.

The information that will be taken away from this discussion will enable the contact center to make the necessary decisions about change. Those armed with this information will be better equipped to make CRM selections and manage the successful integration.

Attendees are encouraged to book a time slot before going to the show, as the schedule is expected to fill up quickly. To schedule a meeting, please contact Sue Willis at (804) 915-0511 or [email protected].

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