Solution:
Computer telephony integration at the Audi call center was achieved through the
implementation of AMC’s Telephony Connector. The Connector enables integration
between the Multichannel Interface in mySAP CRM Interaction Center, the Definity G3
switch, and Avaya’s CentreVu CT middleware solution, allowing for seamless
communication between these systems and quick delivery of customer data
to the agent's desktop. Of particular
importance to Audi was the fact that they already had the Avaya systems in place.
AMC’s solution eliminated any question of whether the telecommunications infrastructure
would require changes. The link provided by the Telephony Connector allows customer
data retrieved from mySAP CRM to be sent to the agent’s desktop via a screen pop.
Agents can now handle incoming calls more effectively since they have
all the necessary customer information at their fingertips. This is the first in a
multi-phase project that will include additional Audi and Volkswagen customer service
centers, as well as the integration of additional channels such as email.
“The AMC solution
has enabled the computer telephony integration that is critical for our agents to handle
incoming calls more effectively. It has had a minimal impact on the current system
environment and provides a flexible extension to further channel integration.”
Robert Spies, Project Manager, AUDI AG.
Results:
-
Agent access to customer information
stored in enterprise database
-
Screen pop of incoming telephone call
with call attached data
-
Seamless integration with existing
telecommunications systems
-
Improved efficiencies in processing
customer call
-
Improved customer service and customer
relationships
For more information, contact our
Sales Department.
