Avid Technology, Inc., Tewksbury, MA

Challenge: To more effectively process service calls, Avid required a solution that would integrate SAP® R/3® for inbound call routing based on pre-defined business rules and provide screen population to the agent's desktop.

Solution: Avid initially implemented an AMC integration solution between SAP and Avaya call center systems to deliver call attached data from SAP to the agent's desktop. Avid then implemented the AMC Interaction Routing solution for enhanced call routing based on pre-defined business rules and access to data residing in SAP.

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City Public Service, San Antonio, TX

Challenge: To better manage a high volume of calls to their 24x7 customer service center, CPS required a solution to integrate their telecommunications systems and allow faster, more accurate call processing and caller identification.

Solution: CPS implemented the AMC integration solutions between SAP and an Avaya call center solution that delivers telephony functions to the agent's desktop and allows for customer-entered digits to be passed to SAP to match the incoming caller with their account record.

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Daydots, Fort Worth, TX

Challenge: The Daydots call center manages calls from both customers and distributors, so it is important for Daydots to route calls to the right agent and for agents to know who is calling prior to accepting the call.

Solution: Daydots implemented an AMC integration solution that links their telephony systems with SAP. This allows customer information in SAP to be used for real-time call routing and as call attached data to provide a screen pop for their agents.

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Ferrocarril Mexicano, Guadalajara, Mexico

Challenge: As part of a mySAP™ CRM initiative, the Ferromex customer service center required tools to allow more personalized service, quicker response times, and automated workflow processes. This required access to data stored in their SAP system.

Solution: Ferromex implemented an AMC integration solution that connects their Avaya telephony systems with SAP. This integration provides agents with customer data attached to the incoming call and gives agents real-time access to customer information so they can manage interactions quicker and more efficiently.

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Florida Department of Revenue, Tallahassee, FL

Challenge: The Florida Department of Revenue works with more than twenty separate computer systems to track the taxes and fees that they administer. At their call centers, agents could not easily match an incoming caller with any one of their individual tax records.

Solution: The Department implemented an AMC integration solution that links Nortel telephony, Cisco CTI, and SAP CRM systems. This allows simultaneous delivery of a screen pop and call attached data to an agent desktop. Added integration with a proprietary IVR system allows use of SAP data to help identify incoming callers.

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Invensys Foxboro, Foxboro, MA

Challenge: To provide more personalized service, Foxboro initiated a program of assigning a unique PIN to every customer to use when they call the Customer Satisfaction Center. Foxboro needed a solution that links the PIN to SAP R/3 data and enables a real-time screen pop.

Solution: Foxboro implemented an AMC integration solution that connects their Avaya telephony systems with SAP. This enables customer entered digits (such as the PIN) to identify an incoming caller, retrieve the matching customer data and display that data on the desktop prior to the agent accepting the call.

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Challenge: The Xcel project needed to integrate their business critical CRM and Telephony Contact Center Solutions to enable their outsourced contact center to more efficiently handle customer requirements, and complete their new, state-of-the-art outsourced contact center.

Solution: Public Services Company chose the AMC MCIS for their integration of Microsoft Dynamics CRM and their Nortel Contact Center 6.0.

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Challenge: When Reynolds embarked on a company-wide initiative to increase customer satisfaction, a critical issue was to maintain the established agent-customer relationships when implementing new call center systems.

Solution:Reynolds’ solution includes AMC integration between SAP and Avaya systems and AMC interaction routing functionality, to assure proper customer identification, routing to the right agent and screen pop of the customer record. AMC worked closely with Reynolds to identify their call center requirements and deliver a solution to meet their needs.

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Challenge: The SAP UK Call Center provides support to SAP suppliers, customers and staff. For obvious reasons, the Center implemented SAP Interaction Center to manage interactions. The Center required telephony enablement of the agent desktop for more effective customer service.

Solution: SAP UK implemented an AMC integration solution that linked their HP/Cisco telephony systems with SAP to enable softphone controls, screen population, and call attached data about the customer. The results have been greater efficiency in processing calls and reduced agent training time.

Challenge: Sloan Valve needed a pre-packaged, certified integration between SAP CRM and the Cisco IPCC Contact Center to help collect interaction details in SAP and provide screen pops to agents for incoming calls resulting in a better customer experience.

Solution: AMC’s subscription for MCIS software has provided all of this plus the flexibility of pay-as-you-go licensing, with annual maintenance and support of future releases rolled up into the operational expenditure.

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Challenge: Requirements for their multi-site integration of SAP CRM 4.0 and Nortel Contact Center 6.0 included collection of interaction details in SAP and providing screen pops to agents for incoming calls.

Solution: TNT chose an AMC license subscription for their enterprise deployment to be used in production at multiple contact centers. The subscription is a pay-as-you-go model that includes maintenance and upgrades for future support through this operational expenditure.

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