AMC Technology Customer Daydots Intel-Dialogic-Envox CT Connect and Inter-Tel switch and SAP CRM Integration Customer Profile.

Daydots

Business:	Provider of food safety products and training
Contact Center:	Customer Service Center
Headquarters:	Fort Worth, Texas
Website:	www.daydots.com
Channel System:	Intel/Dialogic CT Connect™ and Inter-Tel® switch
CRM System:	SAP® R/3® 4.6

Challenge:

Daydots International is a leading provider of food safety products and training for the food service industry. Their call center deals with calls from both end-user customers and distributors, so it was crucial that agents know who was calling prior to accepting the call. In the past, agents would have to manually initiate a search based on the customer number - a time consuming task. Daydots was looking to automate this process as much as possible in order to save time. Also important to Daydots was the ability to route callers based on their status (end-user customer vs. distributor) since different agent groups handle each category. On the technical side, a challenge that needed to be addressed was finding a way to connect their existing Inter-Tel phone switch to their SAP system.

Solution:

Daydots chose to work with AMC because of the company's experience in developing solutions for the SAP Interaction Center. AMC set about to create a new telephony connector that allowed Daydots' Inter-Tel switch to communicate with their SAP R/3 system via CT Connect's CTI link. The CTI link uses the telephone number the customer is calling from to make the identification. It then searches the SAP system, retrieves the customer's information, and forwards that information as call attached data to the call center agent. AMC was able to develop this new connector within a few weeks, allowing Daydots to leverage its investment in their existing phone switch. The cost savings in this area alone were significant.

"With this new solution in place, our system is able to automatically identify who is calling and pass that information to the customer service agent who receives the call. It has saved us a great deal of time and money." Matt Platts, Information Systems Manager, Daydots International.

Results:

Cost savings due to automated search of customer and new routing capabilities
Screen pop at agent's desktop with call attached data
Time savings as a result of improved routing function
Ability to leverage investment in existing phone switch

For more information, contact our Sales Department.