Provider: AMC Technology
Windows 2012 Server
Contact Canvas Server R6.5 or higher
Contact Canvas Voice Driver R6.5 or higher
Through this integration, contact centers can enable telephony and Omni-Channel functionality within Microsoft Dynamics CRM and USD including advanced telephone features, caller identiﬁcation, screen population, Skype for Business, and Social Engagement. Agents can place, receive, and transfer customer interactions with full, real-time access to Microsoft CRM customer data. Leads, tasks and other CRM entities can now be queued and presented to agents improving the agent experience and overall reporting. Call routing can be enhanced using business rules and customer data residing in Microsoft CRM to ensure that the right customer reaches the right agent at the right time.
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