AMC Launches Contact Canvas Omni-Channel for Microsoft Dynamics CRM

AMC Technology has added Omni-Channel for Dynamics CRM to its Contact Canvas platform to support 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 can blend telephony and non-telephony work items into one toolbar within CRM.

AMC's Omni-Channel for Dynamics CRM Routing API allows third parties to queue external requests, such as SMS and Skype for Business chats within Microsoft CRM. Omni-Channel for Dynamics CRM Reporting across agents and queues gives users robust metrics and tracking of work across the enterprise.

"Omni-Channel for Dynamics CRM supports both Unified Service Desk and native HTML5 configurations, providing the most advanced omnichannel solution in the industry with both inbound and outbound telephony support for Avaya, Cisco, and Aspect and non-telephony work items all tightly integrated and offered within Dynamics CRM," said Anthony Uliano, founder and chief technology officer at AMC Technology, in a statement. "AMC's Contact Canvas Platform continues to go beyond the point-to-point solutions offered by other companies, and our new omnichannel product showcases the depth of our platform approach."

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