AMC Technology Customer Avid Avaya Call Center and SAP CRM Integration Customer Profile.

Avid Technology, Inc.

Business:	Manufacturer of film and video nonlinear editing equipment
Contact Center:	Technical Support Center
Headquarters:	Tewksbury, Massachusetts
Website:	www.avid.com
Channel System:	Avaya CentreVu® CT and Definity® G3R switch
CRM System:	mySAP™ CRM 3.0 and R/3® 4.6 for back office

Challenge:

Avid Technology is a world leader in manufacturing nonlinear editing equipment for the video, film and entertainment industry. Their technical support center handles approximately 8,300 contacts per month. Avid had recently installed mySAP CRM 2.0c and wanted to configure the Interaction Center as their contact center solution to call the back end R/3 transactions. They had earlier installed AMC’s Telephony Connector to integrate their Definity G3 phone switch and Avaya CentreVu CT with the SAP® system. Avid now needed a way to route calls based on information available in their system about the caller and criteria established by specific business rules. Providing a screen pop at the agent desktop was important, particularly if the screen pop could provide customer information based on Avid's System ID, Business Partner number or Avid Certified Service Rep (ACSR) number.

Solution:

AMC’s Intelligent Routing solution allows for writing business routing rules in VB script that can communicate with CentreVu CT. This integration affords Avid the opportunity to leverage customer data throughout its enterprise in order to route contacts to the appropriate agent queue. With the added functionality of the Intelligent Routing Module, Avid is now able to implement detailed user-defined scripts that more clearly define the routing of incoming calls. The Intelligent Routing Module receives call information from CentreVu CT. The new function module created for Avid's Interaction Center initiates a search of the SAP system for information about the caller. Based on the results of the search and the applicable business routing rules, the Intelligent Routing Module routes the call to the agent who is best able to service the customer. Just recently, Avid upgraded to mySAP™ CRM 3.0 and AMC was there to coordinate the upgrade of complementary software.

"AMC offered an integrated solution with SAP R/3 without complex enhancements or interfaces. By incorporating AMC's intelligent routing engine and telephony connector products, we've been able to leverage Avid's existing investment in SAP and make key improvements to the infrastructure for our Corporate Call Center and Customer Service Operations." Jonathan Thomas, IT Project Manager, Avid Technology.

To read more about Avid's successful mySAP CRM implementation, download the case study published in SAP INFO.

Results:

more efficient, intelligent routing of incoming calls
seamless integration with data stored in SAP system
improved efficiencies in call processing
improved customer service

For more information, contact our Sales Department.