Read about innovative approaches by some of Contact Canvas’s global customers.
Canon Financial Services, Inc. is a wholly owned subsidiary of Canon U.S.A., Inc. founded in 1979 to support the sale of Canon products by providing lease financing solutions to Canon customers.
Canon Financial Services was in need of a system to give their agents truly blended capabilities and to replace their legacy system in order to handle case management and email routing. Integrating Salesforce and Avaya using Contact Canvas allowed contact center managers to better manage agent channel assignments based on contact center volume. “The omni-channel integration from a feature stand point and the single user interface for all channels were the biggest differentiators because none of the other products had that. AMC stuck with us – they over delivered,” said Michael Kea, IT Senior Manager for Canon Financial Services. The organization showed the largest benefits in their increase in agent efficiency, decreased average call handling and call disposition times, as well as training time needed for agents.
Carnival is the largest fleet of the ten cruise ship brands owned by Carnival Corporation with 24 vessels in operation and 21.1% of the worldwide market share.
Carnival Cruise lines was experiencing a great deal of inconsistencies in reporting by relying on agents for information. In order to better understand their call statistics and implement sales improvement strategies, the company purchased almost 700 licenses of Contact Canvas. “This enhancement has been a critical component to understanding and increasing lead conversion. Additionally, sales managers have more real-time and accurate call data, offering opportunities to impact today’s performance. It has been an effective tool to optimize agent and lead performance,” stated Colleen Oliverio, Director of Strategic Alliances for Carnival. The company has been so impressed with the product, they purchased additional licenses to standardize Contact Canvas across all departments.
Continental is the world’s 4th largest tire manufacturer with 178,000 employees in 49 countries specializing in tires, brake systems, automotive safety.
Continental Tire was experiencing several challenges with calls being mis-routed resulting in wrong product deliveries and overall errors in data entry. After purchasing Contact Canvas 10 years ago, the company has decreased call handling time and the number of mistakes in their centers, which hosts an average call volume of 27,500 calls per month. “When your business and customer interaction requires improvement and you want motivated agents, a CTI integration is a step into the right direction. AMC is an experienced vendor, offering a solution that perfectly ﬁts into your business needs for years,” said Melanie Albrecht, Director of Network and Telecommunications for Continental Tire.
CPS Energy is the nation’s largest municipally owned energy utility providing both natural gas and electric service.
There are a number of reasons why an organization may decide it’s time to migrate to a different platform – maintenance costs, additional features, support, standardization etc. In 2016, CPS Energy made such a decision to move from Avaya AES to Cisco UCCX. CPS Energy, a long time AMC Technology customer since 2001, did not have to worry about seeking another integration product to connect their telephony platform with SAP. They knew that AMC supported Cisco UCCX and their Avaya platform. “With AMC’s Contact Canvas the migration was a breeze,” said Felix Melendes, IT Lead from CPS.
Novo Nordisk® is a global healthcare company with 90 years of innovation and leadership in diabetes care. The company employees 35,000 people in 75 countries and markets its products in more than 180 countries.
Novo Nordisk was receiving customer complaints about having to re-enter or provide account information when calling into their help desk. They received recommendations from their CRM and telephony vendors for AMC’s Contact Canvas solution to provide the correct customer information to be automatically delivered to the agents when answering a call. The solution eliminated the need to manually enter or look up information, which gave the agents more time to resolve questions. “The ability to have business rules dictate call routing to ensure that the employee reaches the right agent is a good feature,” said Senior I.T. Product Manager of Novo Nordisk.
Colmobil Corp is Israel’s largest motor-vehicle importer and distributor and the sole distributor of Mitsubishi Motors in the Israeli market.
Colmobil Corp. wanted a single user interface to manage all incoming and outgoing calls to help address the large number of mistakes in their call center. The organization was originally interested in using a local vendor for support reasons; however, they selected AMC’s Contact Canvas for their experience and proven results. Gill Katz, CIO of Colombil Corp stated, “Increased call center agent utilization, increased accuracy both in incoming call handling process and caller data updating. Those two effects increased caller satisfaction and reduced call center agents stress and attrition.” The solution has kept agents focused and working within the CRM instead of bouncing between applications.
Putnam Investments is a global asset manager and retirement plan provider with over 75 years of investment experience all over the world.
Putnam Investments purchased Contact Canvas in 2010; however, in 2014 after changing their CTI platform to a different vendor, the company purchased an AMC competitive product. After difﬁcult requirement discussions, issues in production that didn’t appear during testing and the need for an operating call center, Putnam contacted AMC again. Not only did Contact Canvas’s platform easily integrate both telephony systems, but offered security customizations, flexibility with click-to-dial and advanced telephony options. Putnam Financial later said of Contact Canvas and AMC, “The product install was easy and it just worked. Support answered our questions and squeezed us into a very aggressive schedule was refreshing.”
TriNet is the industry’s second largest professional employer organization, providing small and midsize businesses with a full-service HR solution
After a merger that made TriNet the second largest professional employer organization, the organization decided to implement Contact Canvas to integrate Avaya AES with Peoplesoft. In 2016, the organization decided to migrate from Peoplesoft to Salesforce after seeing a cost reduction and need for a cloud based solution. Dave Rose, Telecommunications Manger for TriNet said, “It was very pain free to migrate. Our support has always been great with AMC.”