Contact Center Integration Case Study

Call-handling time and mistakes are drastically reduced for Continental Tire

Integration Applications: SAP, Avaya

Prior to the CTI integration, the agents had to search for the customer manually, and communication was challenging. “Answering a call from a customer the agent was not familiar with led to misunderstandings, deliveries of wrong goods, wrong account numbers were chosen and customers even received deliveries they never ordered,” according to Melanie Albrecht, Specialist, Unified Communication Systems at Continental Tire.

Solution
Continental AG purchased Contact Canvas for use with SAP and Avaya AES for 245 users. This adjustment decreased the company’s call-handling time and the number of mistakes when manually searching for the correct customer. CTI improved service for their customer. The company has 20 tire sales call centers using the CTI link and 3 additional call centers (HR and Technical Services) which combined, hosts an average call volume per month of 27,500.

Benefits
After establishing the CTI link, the number of faulty customer orders and complaints massively decreased. Their calls were handled much faster and more effectively than before, which led to satisfied customers and more motivated and satisfied agents. The solution took the interaction between Continental and its customers to another level. The CTI integration was and still is a big trigger for other markets to implement Avaya and to connect to the core system located in Hanover, Germany.