TNT Post, which delivers an
extensive range of service for mail needs to its customers by providing the most
reliable and efficient solutions through delivery networks, needed a solution to
integrate their business critical CRM and Telephony Contact Center Solutions at
multiple locations.
Requirements were to integrate
SAP™ Customer Relationship Management (CRM) with a contact center provided by
Nortel™ for their multi-site integration of SAP CRM 4.0 and their Nortel
Contact Center 6.0. TNT Post required an enterprise deployment to be used in
production at multiple contact centers to collect interaction details in SAP and
provide screen pops to agents for incoming calls.
Solution:
TNT Post chose the AMC
Multi-Channel Integration Suite™ (MCIS™) to integrate SAP™ Customer Relationship
Management (CRM) 4.0 with multiple site contact centers based on Nortel Contact
Center 6.0.
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.
AMC’s subscription for MCIS
software has provided TNT Post with a pre-packaged, certified integration
between SAP CRM and the Nortel Contact Center. This solution helps collect
interaction details in SAP and provide screen pops to agents for incoming calls.
Results:
-
improved agent
management
-
interaction
details collected in SAP
-
screen pops to
agents
-
seamless
integration with data stored in SAP
-
seamless
integration with the Nortel call center
applications
For more information, contact our
Sales Department.
