Lennox International Chooses AMC Technology for
mySAP CRM and Avaya Contact Center Integration
Richmond, VA - December 15, 2005 -
AMC Technology, L.L.C., a leading provider of multi-channel integration solutions
for contact centers, today announced Lennox International Inc. (NYSE: LII) as a
major new customer. LII chose the AMC product suite to integrate mySAP™ Customer
Relationship Management (CRM) Interaction Center with Avaya™ Enablement Services
(AES) to enhance service in their reseller support center located in Richardson, Texas.
With this contact center integration project, LII will more effectively serve the needs
of their reseller partners through more efficient and tailored service and a better
understanding of the reseller's business history with LII.
"When evaluating the options for our contact center
integration project, we found that AMC offers a best in class solution to integrate
mySAP CRM and Avaya contact center systems," said LII Program Leader Kristin Lelsz.
"By giving our customer service representatives the ability to support communications
via voice, fax, and email we will realize costs savings and improve the level of service
we provide our resellers."
AMC Multi-Channel Integration Suite™ will provide LLI
with pre-packaged, certified integration between mySAP CRM 4.0 and their Avaya PBX
(through AES), Microsoft Exchange email server and the LII online order system.
This solution will help the LII reseller support center to perform better segmentation
of its customer base, to collect interaction details in SAP, and provide screen pops to
agents for all communication channels including voice, fax, and email.
“Our solutions are providing LII with the ability
to increase customer satisfaction by enabling their agents to process interactions
more efficiently,” stated Anthony X. Uliano, President and CTO, AMC Technology.
“We are excited to be working with LII to help deploy their multi-channel solution
that will allow voice, email, fax and online order interactions to be managed from
a single agent-view in their SAP system.”
About Lennox International
Operating in over 100 countries, Lennox International
Inc. (LII) is a global leader in the heating, ventilation, air conditioning, and
refrigeration markets. LII stock is traded on the New York Stock Exchange under the
symbol "LII". Additional information is available at www.lennoxinternational.com or
by contacting Karen O'Shea, Vice President, Communications and Public Relations, at
(972) 497-5258.
About AMC Technology
AMC Technology, LLC, is a leading provider of multi-channel integration solutions that allow contact
centers to more efficiently manage all types of customer interactions and deliver superior levels of customer service. AMC Multi-Channel
Integration SuiteTM features an open architecture that easily, seamlessly integrates customer relationship management (CRM) applications
and contact center solutions. Used every day by thousands of agents around the globe, our pre-packaged integration solutions are deployed
with leading CRM application providers including SAP, Siebel, Oracle/PeopleSoft and Microsoft and leading contact center solution providers
including Avaya, Cisco, Nortel, and others. Reflecting 10 years of experience with many of the world’s leading companies, our customers
include more than 85 innovative organizations that rely on AMC solutions to better serve their customers. Founded in 1995, AMC Technology
is a privately held software development company headquartered in Richmond, Virginia. Additional information is available at www.amctechnology.com
or by contacting Kevin D. Huff, Vice President, Marketing and Alliances, at (804) 915-0520.
Contact:
Kevin Huff
Vice President, Marketing and Alliances
(804) 915-0520
Kevin.Huff@amctechnology.com
