AMC Technology
CRM and CTI Solutions for Salesforce, Dynamics, ServiceNow, Zendesk, SAP, and Oracle
AMC Technology
Menu
  • DAVINCI
    • What is DaVinci?
    • Pricing
    • App Gallery
  • INTEGRATIONS
    • Amazon Connect
    • Avaya
    • Aspect
    • Cisco
    • Genesys Pure Cloud
    • Microsoft Dynamics
    • Oracle CX Sales
    • Oracle CX Service
    • Oracle Siebel
    • SAP CRM
    • SAP Hybris C4C
    • Salesforce
    • ServiceNow
    • Twilio
    • Twilio Flex
    • Zendesk
  • SUPPORT
    • Customer Portal
    • Support Info
    • Services
    • Developers
    • Trust & Security
    • Creators Studio ↗
  • RESOURCES
    • Resource LibraryNew!
    • Integration Assessment
    • Success Stories
    • Blog
    • News & Events
  • PARTNERS
    • DaVinci Platform Partners
    • DaVinci Sales & Service Partners
  • COMPANY
    • About Us
    • Careers
    • Internships
    • MVP Program
    • Non-Profits
    • Contact
  • DEMO

Case Study

January 19, 2018

Colmobil Corp is Israel’s largest motor-vehicle
importer and distributor. Colmobil is the sole
distributor of Mitsubishi Motors in the Israeli
market. It also represents Mercedes Benz, Smart
and Hyundai Motors.

OVERVIEW

INDUSTRY

Automotive

GOALS

Seamless integration between SAP (CRM) and
Cisco (CTI) where agents are able to use a single
user interface to manage all calls

SOLUTION

AMC Technology’s Contact Canvas was used to
provide accurate customer data automatically
delivered to the agents CRM when answering calls.

BENEFITS

Colmobil saw increases in overall call center
utilization, accuracy in the incoming call handling,
and an increase in caller data updates by
implementing Contact Canvas.

THE CHALLENGE

Colombil Corporation was looking for a seamless
integration between their SAP CRM and CISCO UCCX CTI
where the call center agents were able to use a single user
interface (UI) to manage all incoming and outgoing calls.
The process they were previously using was cumbersome
and proven to increase the rate of mistakes. Gil Katz, CIO of
Colombil Corperation explains, “The agent had to jump back
and forth from the CRM UI to the UCCX client (CAD) accept
an incoming call in the CAD and then either copy data to the
CRM, or search for the caller in the CRM database, either by
number or by name.”
When seeking information about CRM and CTI connectors,
Colombil was initally interested in using a local vendor on
premise for technical help and support. However, the vendor
only specialized in CTI integration, but was willing to
develop a specific product for Colombil. After speaking with
AMC Technology, they preferred to use Contact Canvas™
because it was an experienced brand with proven positive
results in CRM and CTI integration, despite the fact that help
would be via telephone and email.

“Implementing AMC CTI integration laid solid foundations for a leap in Colmobil’s Customer Interaction Centers behavior and performance.”

– Gil Katz, CIO
Colmobil Corporation
 

SOLUTION

AMC Technology Contact Canvas™ provided the ability for
the correct CRM customer data to be automatically
delivered to the Colombil Corporation helpdesk agents when
they answered a call. Access to caller data while handling
the call provided additional efficiencies to call handling that
resulted in saving seconds per call. Reducing the time spent
on a calls results in an increase in productivity, customer
service and customer experience.
Integration between the CRM and CTI systems provided
agents with call control, agent session management and
screen pop technology based on the incoming callers’
phone number. CTI integration provided the agents with call
transfers, call conferencing and the click to dial ability inside
the CRM. Because these abilities were now available to the
agents, they were able to maintain their focus within the
Salesforce CRM application for all of the customer service
activities.

BENEFITS

AMC Technology’s Contact Canvas™ for open CTI
integration provided Colmobil‘s employees the ability to
automatically generate cases from incoming calls,
improving agents’ productivity and eliminating the need to
manually enter or look up information. Agents now have the
ability to keep their focus on resolving callers’ questions
instead of data entry, which saves the call center valuable
minutes and gives the caller a better customer service
experience.

 

“Increased CC agent utilization, Increased accuracy both in incoming call handling process and caller data updating. Those two effects increased caller satisfaction and reduced CC agents stress and attrition..”

– Gil Katz, CIO
Colmobil Corporation
 

ABOUT AMC TECHNOLOGY

AMC Technology is a global leader in contact center and
CRM integration with over 20 years of experience located
right outside of Richmond, Virginia. AMC powers contact
centers and customer interactions for companies around
the globe through certified products and unparalleled
expertise. AMC’s Contact Canvas™ product suite allows
customers to integrate CRM and communication platforms,
including CTI, across the enterprise, for call center agents,
knowledge workers, and mobile staff. Our products are
certified by our partners and allow businesses to more
effectively manage all types of customer relations while
delivering superior levels of customer service and improving
productivity.

ADDITIONAL INFORMATION

For more information on AMC Technology Solutions for SAP.

Check out these following links:

SAP SOLUTIONS FOR SAP CRM
SAP SOLUTIONS FOR SAP Cloud for Customer (C4C)

Click here to download the pdf version

Anthony Uliano

Anthony 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.

Filed Under: Case Studies, Company News

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.

Salesforce
Avaya
Cisco
SAP
Microsoft Partner
Aspect
Zendesk
Twilio
ServiceNow
Genesys
  • Facebook
  • Twitter
  • Linkedin
  • YouTube

Contact Us

Call Us: +1 (800) 390-4866
Email Us: info@amctechnology.com
Talk to a Specialist

ChatBot

Chat With Us

X    

chat

Copyright © 1998-2020 AMC Technology, LLC. All Rights Reserved | Terms of Use | Privacy Policy

We use cookies to personalize content and enhance your overall experience. If you continue without changing your settings, we’ll assume you’re happy to receive cookies on this site. However, you can change your cookie settings at any time. More information