Lennox International’s SAP CRM Interaction Center,
based on Avaya Integration and the AMC Technology MCIS
Product, is Awarded 2007 Finalist for Customer Excellence at
Gartner Event
Richmond, VA – October
15, 2007 –
Now in its fifth year, the Gartner, Inc. CRM Excellence Award is a highly
sought-after and prestigious conferment that signifies how dedicated an
enterprise is to placing its customer first. The award is designed to recognize
the best CRM initiatives in North America. Lennox International Inc. (NYSE: LII)
was one of only three finalists for the CRM Excellence award this year.
LII chose the AMC
Multi-Channel Integration Suite™ (MCIS™) to
integrate
SAP™ Customer Relationship Management (CRM) with
Avaya™ for their customer support center located in Richardson, Texas
to allow voice, email, fax and online order interactions to be managed from a
single agent-view in their SAP system.
"We are very proud to have been
selected by attendees as one of three finalists for the best CRM initiative in
all of North America," said LII IT Manager Kristin Lelsz. "Our ability to
achieve this success was helped in part by AMC’s MCIS."
MCIS has provided LII with
pre-packaged, certified integration between SAP CRM and their Avaya PBX. A
custom solution was developed to provide integration with the Microsoft Exchange
email server. These solutions help collect interaction details in SAP, and
provide screen pops to agents for
all communication channels including voice, fax, and email.
“We congratulate the LII team for
using the AMC solution to increase market share, reduce attrition, improve
efficiency, and reduce costs,” stated Paul Nussbaum, VP Marketing, AMC
Technology. “We are proud of the recognition earned by LII in deploying MCIS.”
About Lennox International
Lennox International Inc., through its subsidiaries, is a global leader in the
heating, air conditioning, and refrigeration markets. Lennox International stock
is traded on the New York Stock Exchange under the symbol "LII." Additional
information is available at http://www.lennoxinternational.com or by contacting
Karen O'Shea, vice president, communications and public relations, at
972-497-5172.
About AMC Technology
AMC Technology, L.L.C. is a leading
provider of telephony and multi-channel CRM integration. Founded in 1995, AMC
Technology is listed on Inc. magazine’s 500 fastest-growing private companies in
the U.S. Used every day by thousands of call center agents around the globe, AMC’s pre-packaged MCIS™ product integrates CRM applications such as SAP, Oracle
Siebel and PeopleSoft CRM, Salesforce.com, and Microsoft with contact center
solutions such as Avaya, Cisco, Aspect, and Nortel. Please visit
http://www.amctechnology.com/, contact
Sales@AMCTechnology.com, or call +1 (804) 327-0170.
