AMC Technology Announces Contact Canvas Omni-Channel for Microsoft Dynamics CRM™

PRESS RELEASE: AMC Technology has announced an addition to its Contact Canvas™ platform, Omni-Channel for Dynamics CRM, will be available late fall of 2016. AMC’s Omni-Channel supports routing of standard, custom, and even third party entities to agents based on work item priority and agent availability.

With tight integration with AMC’s Contact Canvas Agent, an HTML5-based toolbar, AMC is able to offer true blending of telephony and non-telephony work items providing a seamless user experience. By using one toolbar within CRM, agents are more efficient, agent activities and customer records are more complete, and the customer experience is better and more personal.

AMC’s Omni-Channel for Dynamics CRM Routing API allows 3rd parties to easily queue external requests, such as SMS and Skype for Business chats within Microsoft CRM extending Omni-Channel capabilities to the extensive Microsoft Dynamics partner community. Omni-Channel for Dynamics CRM Reporting across agents and queues gives customers robust metrics and tracking of work across the enterprise.

“Omni-Channel for Dynamics CRM supports both Universal Service Desk and native HTML5 configurations, providing the most advanced omni-channel solution in the industry with both inbound, outbound telephony support for Avaya, Cisco and Aspect and non-telephony work items all tightly integrated and offered within Dynamics CRM,” said Anthony X. Uliano, Founder and CTO of AMC Technology. “AMC’s Contact Canvas Platform continues to go beyond the point to point solutions offered by other companies and our new Omni-Channel product showcases the depth of our platform approach.”

Contact Canvas is a powerful, communication-enabling platform that maximizes business assets such as CRM and communication infrastructure through seamless integration that yields efficiency and increases customer satisfaction. Omni-Channel demonstrates the full capabilities of AMC’s Contact Canvas platform by illustrating the flexibility and power of its components. Through Contact Canvas, AMC is able to integrate the dynamic, heterogeneous enterprise with one product that can be customized and extended.