AMC Technology: Integrating Avaya and CRM in the Enterprise Contact Center
Post on 05-Sep-2014
4181 Views
Preview:
DESCRIPTION
Transcript
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
© 2009 AMC Technology, LLC. All rights reserved.
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
Slide 3
© 2009 AMC Technology, LLC. All rights reserved.
Global Business Partners
Pre-packaged, certified and highly configurable product suite providing integration between Avaya and leading CRM Solution Providers
Slide 4
© 2009 AMC Technology, LLC. All rights reserved.
AMC Customers Represent Over 250 Major Corporations Worldwide
Slide 5
© 2009 AMC Technology, LLC. All rights reserved.
Agenda
Slide 6
Introduction to AMC Technology1
How the Solution is Used
2
Engaging with AMC
3
Integration Challenges, Objectives and Benefits
4
© 2009 AMC Technology, LLC. All rights reserved.
A Typical Agent Desktop
Slide 7
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.
© 2009 AMC Technology, LLC. All rights reserved.
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
© 2009 AMC Technology, LLC. All rights reserved.
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
Slide 9
© 2009 AMC Technology, LLC. All rights reserved.
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
Slide 10
© 2009 AMC Technology, LLC. All rights reserved.
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
Slide 11
© 2009 AMC Technology, LLC. All rights reserved.
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
Slide 12
© 2009 AMC Technology, LLC. All rights reserved.
Results
Slide 13
© 2009 AMC Technology, LLC. All rights reserved.
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
Slide 14
© 2009 AMC Technology, LLC. All rights reserved.
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
© 2009 AMC Technology, LLC. All rights reserved.
Agenda
Slide 16
Introduction to AMC Technology1
How the Solution is Used
2
Engaging with AMC
3
Integration Challenges, Objectives and Benefits
4
© 2009 AMC Technology, LLC. All rights reserved.
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
Slide 17
© 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
© 2009 AMC Technology, LLC. All rights reserved.
Microsoft CRM 4.0 Screen Pop
Agent Dashboard
• real-time agent and channel state
• 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
Slide 19
© 2009 AMC Technology, LLC. All rights reserved. Slide 20
Salesforce.com Screen Pop
Softphone Controls
Contact Screen Pop
• Account detail
Agent Dashboard
• real-time agent and channel state
• ANI identification
Current Call Log
Agent Workmodes
© 2009 AMC Technology, LLC. All rights reserved.
Value of AMC MCIS Architecture
Simplifies Complex Integration
Increases Application Stability
Improves Flexibility
Provides Extensibility
Preserves Customer Investment
Slide 21
© 2009 AMC Technology, LLC. All rights reserved.
Avaya AES Architecture
Slide 22
© 2009 AMC Technology, LLC. All rights reserved.
AIC VESP Architecture
Slide 23
© 2009 AMC Technology, LLC. All rights reserved.
AIC Client SDK Architecture
Slide 24
© 2009 AMC Technology, LLC. All rights reserved.
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. . .
© 2009 AMC Technology, LLC. All rights reserved.
Agenda
Slide 26
Introduction to AMC Technology1
How the Solution is Used
2
Engaging with AMC
3
Integration Challenges, Objectives and Benefits
4
© 2009 AMC Technology, LLC. All rights reserved.
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
© 2009 AMC Technology, LLC. All rights reserved.
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
Slide 28
© 2009 AMC Technology, LLC. All rights reserved.
Thank You!
More Questions?
sales@amctechnology.com
+1 (800) 390-4866
www.amctechnology.com
Slide 29
Larry Smothers Ken RushGlobal Partner Channel Manager Partner Technical Liaison AMC Technology AMC Technology
top related