AMC Technology Customer AGL Energy Australia Avaya Interaction Center and SAP CRM Windows Client Integration Customer Profile.

AGL Energy

Business:	Australia’s leading energy company
Contact Center:	Customer Service
Headquarters:	St Leonards NSW, Australia
Website:	www.agl.com.au
Channel System:	Avaya Interaction Center, Avaya Voice Response system, and NICE Perform call recording
CRM System:	SAP CRM with the Windows Client

Challenge:

AGL Energy, Australia’s leading energy company, needed to integrate its Avaya contact centre and SAP Customer Relationship Management (CRM) systems in a bid to improve customer service management. AGL not only needed to seamlessly integrate its Avaya hardware and software solutions with its business critical SAP system, but also required the deployment of additional technology including IVR and call recording.

The requirements included the delivery of customized screen-pops to agents as well as real time agent state and call control information inside the SAP windows client interface.

The solutions also needed to enable AGL Energy to easily combine its CRM and Contact Centre systems with a minimum of downtime and staff resources.

Solution:

AGL is integrating its Avaya contact centre and SAP Customer Relationship Management (CRM) systems with middleware technology from AMC Technology, L.L.C. (AMC).

AGL deployed AMC’s Multi Channel Integration Suite™ to seamlessly integrate its Avaya hardware and software solutions with its business critical SAP system. The middleware system integration includes the deployment of additional Avaya technology including Avaya Interaction Centre, an Avaya Voice Response system as well as NICE Perform call recording deployed by NSC Enterprise Solutions, Avaya’s largest Business Partner in Australia.

The tight integration between AMC and SAP facilitates the delivery of customized screen-pops to agents as well as real time agent state and call control information inside the SAP windows client interface.

“We are very happy with the ease of integration provided by the AMC solution and the value it provides to our customer service operations,” said AGL Program Director & CIO, Owen Coppage.

As a leading provider of telephony and multi-channel CRM integration, AMC’s solution will enable AGL Energy to easily combine its CRM and Contact Centre systems with a minimum of downtime and staff resources.

Results:

improved customer service management
customized screen pops to agents
real time agent state call control inside the SAP windows client
seamless integration with data stored in SAP
seamless integration with the Avaya call center applications

For more information, contact our Sales Department.