Case Study January 20, 2018 CPS Energy is the nation’s largest municipally owned energy utility providing both natural gas and electric service. The organization serves more than 786,000 electric customers and 339,000 natural gas customers in and around San Antonio, the nation’s seventh largest city. OVERVIEW INDUSTRY Utilities GOALS A stable CTI solution during their transition from Avaya AES to Cisco UCCX. SOLUTION Providing reliable CTI that allows for telephony control within SAP CRM. BENEFITS Ease of call handing and no issues during migrations to other systems. CPS + Contact Canvas 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. “We installed a new ACD, new quality management system, new recording device, new workflow management system, new call back and AMC’s was the only product we didn’t have problems with.” Melendes, hired in 2001 as a subject matter expert, was brought on onboard to implement AMC’s integration between SAP CRM and Avaya. Since then his organization’s contact center agents have grown to rely on screen pop. “Not only is it very convenient, it reduces customer frustration because they don’t have to identify themselves multiple times,” shared Melendes. “With AMC’s Contact Canvas the migration was a breeze… It was the only product we didn’t have any problems with.” – Felix Melendes, IT Lead CPS energy on average handles 12,000-15,000 calls daily during the business week. This is their peak time but they do take calls 24×7 in case their customers are experiencing outages. “AMC has provided a very stable platform. We don’t have any problems with their software as it is reliable. We like the support we receive and overall it’s a good company,” continued Melendes. When asked what advice Melendes had for others looking to migrate from one platform to another, Melendes offered, “Make sure you work with your business to gather thorough requirements so that you are looking at the correct products. You can’t base the platform just by the number of agents. If you already have CTI, you will want to make sure you don’t lose any functionality after you migrate.” AMC’s Contact Canvas has benefited CPS Energy in three main ways over the past sixteen years: reliability, maintaining high customer service and ease during migrations and upgrades. When asked about whether or not Melendes is concerned about their upcoming migration from SAP to Salesforce, he simply responded, “We know it will work, we’ve come to expect that AMC’s Contact Canvas is fine.” “We like that it [Contact Canvas] is a very stable, reliable platform and we haven’t had any problems working with AMC. We have enjoyed working with their support team.” – Felix Melendes, IT Lead 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 versionAnthony 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.