AMC Technology Customers Coega Development Corporation Avaya CentreVu CT and Definity G3R switch and SAP CRM 3.0 Interaction Center Integration Customer Profile.

Coega Development Corporation

Business:	Operator of the Coega Industrial Development Zone
Contact Center:	Information Center
Headquarters:	Port Elizabeth, South Africa
Website:	www.coega.com
Channel System:	Avaya CentreVu® CT and Definity® G3R switch
CRM System:	mySAP™ CRM 3.0 Interaction Center

Challenge:

The Coega Development Corporation (CDC) is the developer and operator for the Coega Industrial Development Zone (IDZ), a multi-billion dollar industrial development complex created to position South Africa as a primary location for new industrial investments. As part of its strategic development plan, the CDC contracted with Accenture to develop a new contact center. The contact center for the CDC will initially serve as an information center to handle inquiries from a wide range of callers, such as potential investors, government agents, service providers and applicants seeking employment. During the early development phases of the IDZ, the contact center will be the primary point of contact for these and other stakeholders.

The Accenture Project Team was also faced with the challenge of completing the entire implementation in four months. Although this would appear to be a very tight schedule for similar projects, the fact that they had a clean slate with which to work only added to the project’s eventual success. Since there were no legacy systems in place, Accenture was able to recommend best-of-breed solutions that would be adaptable to the growth of the CDC.

Accenture recommended mySAP CRM Interaction Center and Avaya Computer Telephony for the new contact center, setting the stage for AMC Technology to provide the final links that would integrate these systems. Certain criteria were established for the contact center solution -- it had to be flexible, scalable and user friendly, and it had to integrate with the Interaction Center WebClient interface in mySAP CRM. Overall, the final solution had to be open-ended and scalable with the ability to integrate readily with other IT solutions that would be implemented in the future as the project grew.

“We looked at best-of-breeds solutions and AMC’s products met all the project criteria for a successful contact center that would adapt as the CDC grows and expands its operations,” stated Schalk Kock, SAP Project Manager, Accenture. “We had great support from the AMC team, making it possible for us to complete the implementation on schedule.”

Solution:

The decision to go with AMC Technology was based on several factors:

AMC offers a proven and tested solution to integrate SAP and Avaya.

The technology was readily available for quick implementation, effectively eliminating any concerns that could delay the project.

AMC's multi-channel solutions and pre-packaged Application Adapters support integration with the WebClient interface for mySAP CRM Interaction Center Release 4.0.

AMC has a long-standing partner relationship with both SAP and Avaya, and works closely with them to deliver solutions that are cost effective, easy to implement and offer the flexibility the CDC required to facilitate expansion of their contact center.

The CDC’s contact center agents are multi-channel enabled to handle telephone and email interactions via AMC’s Channel Connectors. The Connectors provide the communication interface between the Avaya and SAP systems to enable screen pop, contact information and agent state to be displayed on the desktop. Incoming faxes are also being handled by the contact center. Via a third-party interface, faxes are converted and saved as an email attachment. AMC’s Email Connector then processes the interaction as an incoming email. Future enhancements are planned to include web chat and walk-in interactions.

“These agents will play an integral role in building the CDC’s enterprise database through their day-to-day interactions with callers,” stated Lionel Billings, Project Manager-Investor Services, CDC. “We, therefore, required a proven technology that would allow our agents to process these inquiries in a professional and efficient manner and AMC’s solutions offered exactly what we needed. The entire project was a true team effort and was handled with a high level of professionalism by all parties involved.”

AMC’s solution engineers worked closely with Accenture’s on-site consultants to complete the implementation within the allotted timeframe, adding to the project’s overall success.

Results:

Seamless integration of incoming interactions with Interaction Center WebClient interface
Easy-to-use features that enhance functionality of WebClient interface and facilitate agent access to SAP functions, such as creating new Business Partner records
Improved efficiencies in handling customer interactions
Ability to incorporate additional interaction channels as the business grows
Implementation project completed on time and within budget

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