AMC Technology Customer Invensys Foxboro Customer Interaction Center SAP R3 4.6 and Avaya CentreVu CT and Definity G3R switch Integration Customer Profile.

Business:	Manufacturer of high-quality control and measurement equipment
Contact Center:	Customer service, technical and material support
Headquarters:	Foxboro, Massachusetts
Website:	www.foxboro.com
Channel System:	Avaya CentreVu® CT and Definity® G3R switch
CRM System:	Customer Interaction Center, SAP® R/3® 4.6

Challenge:

Foxboro's customers consist of global manufacturing facilities that rely on extensive process control equipment to run their operations. A problem with any piece of equipment can generate a service call from anywhere in the plant. In designing the processes for their new call center, Foxboro had to devise a system whereby a customer could be quickly and accurately identified when calling in to the Customer Satisfaction Center that would not rely on the incoming phone number. Foxboro's new CustomerFirst^SM program assigns a unique PIN to each customer. When a customer calls with a service problem or materials order, they can enter their PIN from any telephone and the system is able to quickly retrieve their customer record from the enterprise database. As a service feature, the CustomerFirst program also prioritizes these callers and places them at the front of the queue.

Foxboro had been running their ERP system for about four years, and their database had slowly been populated with information about their customers. The introduction of the CustomerFirst program meant this data was now readily available to the customer service agents. But the challenge remained -- how to deliver this data to the agent's desktop automatically or, alternatively, how to improve the process by which agents could search for a customer's record quickly. The Customer Satisfaction Center receives approximately 1,000 calls per day, so efficiency in processes and systems was a necessity.

Solution:

Computer telephony integration was the solution to linking Foxboro's call center to their ERP system, and AMC's Telephony Connector was the piece that could provide this link. Foxboro already had an Avaya Definity switch in place and Avaya CentreVu was also being used for other functionality, such as task routing. The Customer Interaction Center module would deliver the single user interface to the agents desktop.

By implementing CTI, Foxboro was able to use the unique CustomerFirst PIN to identify the caller, rather than the incoming telephone number. The result is caller information that is displayed on the agent's desktop before they accept the call. This feature has shortened the average call by approximately 20 seconds since agents do not have to spend time identifying the caller. The call attached data feature eliminates repeat questions by another agent if the caller needs to be transferred.

For those instances where a match cannot be made, AMC was able to develop custom search and display functionality that allows an agent to quickly perform a manual search for the customer's record and populate their screen with the required information. The communication link between the switch and the ERP system provided by the Telephony Connector facilitates this manual search.

"The seamless integration between our ERP system and communications solutions was a big plus for AMC's Telephony Connector. Having customer information at our fingertips creates a more positive experience for the customer, and significantly reduces the amount of time our agents need to process a call. With this solution, we've been able to protect our investment in both the ERP and Avaya technologies." Joseph Mullin, Project Manager, Foxboro.

Results:

Improved efficiencies in call processing
Average call length reduced by 20 seconds
Ability to quickly identify the customer
Opportunity to offer personalized customer service
Single user interface for agents

For more information, contact our Sales Department.