Contact Center Solutions Featured Article

AMC's Multi-Channel Integration Suite Now Integrated with Siebel CRM v8.1

June 15, 2011

AMC Technology announced the achievement of Oracle Validated Integration of AMC Technology’s Multi-Channel Integration Suite (MCIS) v5.4 with Siebel CRM v8.1.

As a Gold member of Oracle PartnerNetwork, AMC Technology has been specializing in multichannel contact center integration software. AMC Technology claims that its solution allows contact center agents to more effectively handle customer interactions leveraging communication data to drive Siebel activities. As a result, enterprises are able to deliver superior levels of customer service and increase agent productivity with AMC powering the Siebel Communication Toolbar.

“Delivering a great customer experience begins with contact center agents having the information they need at their fingertips,” Richard Caballero, vice president, CRM Product Management said in a press release.

“Bringing the communication information into Siebel so agents know who the customer is and what the customer is calling about can help provide quicker resolution to the customer’s inquiry. With the Oracle Validated Integration, AMC Technology can help bring it all together for the agent,” Caballero added.

With AMC’s integration to Siebel CRM, agents receive automatic identification of customers and targeted screen population of the customer context. Oracle’s Siebel CRM provides organizations with a proven set of industry-specific best practices and business processes enabling enterprises to sell to, market to and serve customers across multiple contact channels and lines of business. AMC also facilitates unified interaction routing allowing companies to leverage their communication infrastructure for skills-based routing across the voice and email channels.

The company’s Multi-Channel Integration Suite delivers Siebel CRM real-time contact center data from leading contact center communication platforms such as Aspect, Avaya and Cisco.

Oracle Validated Integration reduces risk, simplifies upgrades and lowers ownership costs for joint Oracle customers.

“AMC values the relationship we have with Oracle and our joint customers,” said Anthony X. Uliano, founder and chief technology officer at AMC Technology.

“This Oracle Validated Integration and 16 years of experience gives our customers confidence in choosing AMC and Oracle for their contact center needs,” Uliano added.

Meenakshi Shankar is a ContactCenterSolutions contributor. To read more of her articles, please visit her columnist page.

Edited by Rich Steeves