February 26, 2013
AMC Technology to Introduce Next Generation OpenCTI Adapter
By Mini Swamy
Come summer and AMC Technology will be offering its customers a brand new next generation OpenCT I adapter with Contact Canvas 2013. This is apparently in response to customer demand and feedback.
The OpenCTI solution is browser and platform agnostic. This means that the compatibility issues that previously plagued customers will no longer be there. No desktop toolkit is available. AMC Contact Canvas for OpenCTI will reportedly support standard features and updates.
With new features like hold, transfer, conference and more being added to AMC’s next generation OpenCTI Adapter, there is expected to be broader support for self-service and IVR integration. In addition, call routing is expected to improve as is skills and customer segmentation. It will also be easier to deploy.
In 2012, AMC announced support for Salesforce OpenCTI interface, a clientless version of Salesforce’s successful CTI (News - Alert) toolkit interface. This is very different from its previous offerings as no client applications are necessary to use the features of a CTI system with Salesforce.
“AMC has seen incredible customer success with our products that integrate with Salesforce.com (News - Alert),” said Anthony X. Uliano, founder and chief technology officer at AMC Technology, LLC. “AMC is working hard to better leverage our Contact Canvas Platform to offer customers a more rich contact center experience,” observed Uliano while commenting on the support for Salesforce Open CTI interface in 2012.
AMC powers contact centers for customers around the globe through certified products and unparalleled expertise and also helps companies realize the benefits of connecting multichannel communications to the business applications used by enterprises.
Currently, AMC Technology, an industry leader in contact center and CRM integration with more than 17 years’ experience with call center and CRM integration, is a returning exhibitor at the CallCenterWorld 2013 show in Berlin on February 26-28, 2013 in Hall 4 Stand B2.
Edited by Brooke Neuman