Ferromex is Mexico's largest railroad transportation company, providing cargo and passenger transportation between five major cities in Mexico, as well as five points in the U.S. Ferromex began its mySAP CRM implementation project in December 2001.  Part of this project included the Interaction Center.  The focus of their customer service center is to handle requests for location of cargo cars and to provide customers with timely and consistent responses as they conduct a variety of interactions throughout the Ferromex service network.  One of Ferromex's requirements was to be able to integrate their Definity switch and CentreVu CT middleware with their SAP system in order to perform searches for customer information and provide call attached data with the screen pop at the agent's desktop.  As part of their CRM initiative, Ferromex was also looking to automate workflow processes in order to provide more efficient service to its customers.

Solution:

Ferromex's decision to use the Avaya CentreVu CT middleware solution led them in the direction of AMC Technology.  AMC's Telephony Connector for CentreVu CT provided the integration between the Interaction Center in mySAP CRM, the Definity G3 switch and CentreVu CT, allowing for seamless communication and transfer of customer data between these systems.  The Connector enables integration with the back-office system, and provides screen pops, call attached data and improved workflow management to the contact center agents.  The result is more personalized service and quicker response time for the customer, and improved automated workflow processes for the agents. 

"The AMC solution provides the integration that we require in a single desktop view that makes it much easier for our agents to process incoming calls."  Jose D. Castro, VP of Customer Service, Ferromex.  

Results: