AMC Scores Big in Hannover with Continental Tire June 23, 2016 On June 16th, we kicked off our 2016 Roadshow and visited long-time customer, Continental Tire in Hannover, Germany. As one of the top tire companies in the world, they have contact centers all over Europe and Malaysia. For over 12 years, Continental has integrated with AMC’s Avaya and SAP systems for their contact centers using Contact Canvas™. Our 2016 Roadshow is centered around formal rounds to visit with customers to tour their contact centers to review the agent experience – meeting with supervisors and agents to discuss how Contact Canvas has improved operations and challenges that AMC can assist with. AMC demos new features, discusses future development plans, and support procedures. Read Continental Tire’s Success Story When Conti moved to a centralized model, AMC CTI enabled their Fast Order Entry. This solution has performed well for them over the years. Continental has said of screenpop,“it’s just all there…” and in response to staying with AMC for ten years, “no need to look elsewhere, it works…” While it’s always great to hear positive feedback, it’s important to observe first hand to understand and continuously improve. For Continental Tire, the key value of the integration is that the agents know who is calling and have full call information before they answer the call. This improves agent response and has raised general availability to consistently over 95.5% and service levels to over 78% calls answered in under twenty seconds. During our tour, management and supervisors were pleased with the product reliability, customer service, and features of Contact Canvas. We had a great time visiting Continental Tire, and we look forward to our next Roadshow trip to visit Keysight in Denver! Stay tuned for more information about our future Roadshow trips in our upcoming blogs. For more information about Contact Canvas integration for SAP, check out our solution page. Anthony UlianoAnthony X. Uliano, Founder / CTO of AMC Technology. I’m a CRM and contact center integration specialist, responsible for product development and strategy at AMC, a company I founded in 1995. I got my start as the architect for SAP’s Customer Interaction Center, which I sold to SAP back in 1997, launching my 23 year obsession with CRM and CTI integration. I split my time in Richmond VA and Bar Harbor Maine, where I live with my wife and 3 children. When I’m not running AMC, I’m an avid film buff and volunteer at several non-profits.