Canada Post Selects AMC Technology's
Multi-Channel Integration Server
to Unite SAP CRM and Nortel Contact Center
Solution Provides Increased Efficiency to Call Agents
Richmond, VA -
March 10, 2009 - Canada Post,
Canada's postal service, has chosen the
Multi-Channel Integration Server (MCIS)™ from
AMC Technology, L.L.C.,
to integrate their
SAP CRM
and
Nortel contact center implementations. Resulting improvements in operational
efficiency will decrease call times and enhance the customer experience.
By deploying MCIS
to seamlessly link its SAP CRM 5.0 Win Client IC software application with its
Nortel CCT 6.0 harware, Canada Post will maximize its investment in one of the
largest SAP installations in North America. Adding MCIS will provide screen pops
for agents int he 600-seat contact center that will deliver the relevant client
data to the agent desktop, as the phone is ringing, from within the SAP
interface. As a result, the contact center will be able to significantly reduce
hold times and improve agent responsiveness.
In
addition, the implementation of MCIS will allow Canada Post to complete the
integration of its CRM and CTI systems with minimum downtime. AMC will work with
Innovapost, a leading provider of
complete professional IT solutions and services and part of the Canada Post
group of companies, to deliver the solution.
“Canada Post chose AMC because they offered the right
combination of technology and expertise,” said Innovapost’s Director, Shared
Services for Telecom/Data, David Laquerre. “Working with them, we will be able
to provide Canada Post’s customer service agents with the right tools so the
agents can spend more time focusing on customer service and less time searching
for data.”
"Our
SAP certified solution is perfect for companies like Canada Post that want to
integrate their SAP CRM with Nortel communications solutions,” said Anthony
Uliano, President and CTO of AMC Technology, L.L.C. “We are pleased to help them
meet their commitment to excellent customer service.”
About
Canada Post
Canada Post delivers over 11 billion pieces of mail each year to
14 million destinations. Its 60,000 employees and 6,600 post offices ‑ the
largest retail network in the country ‑ serve 32 million Canadians and over 1
million businesses and public institutions from coast to coast to coast. In
2007, net income for Canada Post and its affiliates, which include Purolator
Courier, SCI Logistics and Innovapost (jointly owned by Canada Post and CGI),
was CDN$ 54 million on revenues of CDN$ 7.5 billion. Canada Post is a world
leader, providing innovative physical and electronic delivery solutions,
creating value for our customers, employees and Canadians. Website:
http://www.canadapost.ca.
About AMC
Technology
Founded in 1995,
AMC Technology, L.L.C. is a leading provider of telephony and multi-channel CRM
integration. Used every day by thousands of contact center agents around the
globe, AMC's pre-packaged MCIS product is certified against leading CRM
applications such has
Microsoft Dynamics CRM,
Oracle Siebel,
PeopleSoft CRM,
salesforce.com, SAP and leading contact center solutions such as Aspect,
Avaya, Cisco and Nortel. Please visit
www.amctechnology.com, contact
sales@amctechnology.com or call +1 (800) 390-4866.
Multi-Channel
Integration Server and MCIS are trademarks of AMC Technology, L.L.C. All other
product and service names mentioned are the trademarks of their respective
companies.
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Press Contact:
Amy Taggart
Sr. Marketing Specialist
804-915-0511
