AMC enables AGL to integrate technology
Melbourne
– June 25, 2008 –
AGL Energy,
Australia’s leading energy company, is currently integrating its Avaya contact
centre and SAP Customer Relationship Management (CRM) systems with middleware
technology from AMC Technology, L.L.C. (AMC).
In a bid to
improve customer service management, AGL deployed AMC’s Multi Channel
Integration Suite™ to seamlessly integrate its Avaya hardware and software
solutions with its business critical SAP system.
The
middleware system integration includes the deployment of additional Avaya
technology including
Avaya Interaction Centre, an Avaya Voice Response system as well
as NICE Perform call recording deployed by
NSC Enterprise Solutions, Avaya’s largest Business Partner in
Australia.
It is the tight integration
between AMC and SAP that facilitates the delivery of customised screen-pops to
agents as well as real time agent state and call control information inside the
SAP windows client interface.
“We are very happy with the
ease of integration provided by the AMC solution and the value it provides to
our customer service operations,” said AGL Program Director & CIO, Owen Coppage.
As a leading provider of
telephony and multi-channel CRM integration, AMC’s solution will enable AGL
Energy to easily combine its CRM and Contact Centre systems with a minimum of
downtime and staff resources.
“We are
pleased AGL is enjoying the business benefits provided by the AMC middleware,”
said Paul Nussbaum, VP marketing of AMC Technology, L.L.C. “Our SAP certified
solution is a perfect fit for companies that want to integrate Avaya
communications solutions with the back office.”
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 as one
of the Inc. 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 is certified against leading CRM applications such as
SAP,
Oracle Siebel and
PeopleSoft CRM,
Salesforce.com, and
Microsoft and
leading contact center solutions such as
Avaya,
Cisco,
Aspect, and
Nortel. Please
visit
www.amctechnology.com,
contact
sales@amctechnology.com
or call +1 (804) 327-0170.
About AGL Energy
About NSC
For more than 18 years, the
NSC Group, a wholly Australian owned and operated company, has specialised in
the design, implementation, management and maintenance of highly sophisticated
IP Telephony solutions. The NSC Group
offers Managed Services,
applications and solutions for converged voice and data networks, contact
centres, CTI, interactive voice response, unified messaging, proactive contact
management and multi-service networks. Further information is available at
www.nsc.net.au
About Avaya
Avaya delivers Intelligent Communications solutions that help companies
transform their businesses to achieve marketplace advantage. More than 1 million
businesses worldwide, including more than 90 per cent of the FORTUNE 500®,
use Avaya solutions for IP Telephony, Unified Communications, Contact Centers
and Communications-Enabled Business Processes. Avaya Global Services provides
comprehensive service and support for companies, small to large. For more
information visit the Avaya Web site, www.avaya.com.
# # #
All other product and service names mentioned are the trademarks
of their respective companies.
