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Contact Center Technology and CRM – Canada Post and AMC Technology

March 11, 2009 by CRM Help Desk

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Canada Post Selects AMC Technology’s Multi-Channel Integration Server to Unite SAP CRM and Nortel Contact Center

Solution Provides Increased Efficiency to Call Agents

RICHMOND, Va.–Canada Post, Canada’s postal service, has chosen the Multi-Channel Integration Server™ (MCIS) from AMC Technology L.L.C. to integrate their SAP CRM and Nortel contact center implementations. Resulting improvements in operational efficiency will decrease call times and enhance the customer experience.

By deploying MCIS to seamlessly link its SAP CRM 5.0 Win Client IC software application with its Nortel CCT 6.0 hardware, Canada Post will maximize its investment in one of the largest SAP installations in North America. Adding MCIS will provide screen pops for agents in the 600-seat contact center that will deliver the relevant client data to the agent desktop, as the phone is ringing, from within the SAP interface. As a result, the contact center will be able to significantly reduce hold times and improve agent responsiveness.

In addition, the implementation of MCIS will allow Canada Post to complete the integration of its CRM and CTI systems with minimum downtime. AMC will work with Innovapost, a leading provider of complete professional IT solutions and services and part of the Canada Post group of companies, to deliver the solution.

“Canada Post chose AMC because they offered the right combination of technology and expertise,” said Innovapost’s Director, Shared Services for Telecom/Data, David Laquerre. “Working with them, we will be able to provide Canada Post’s customer service agents with the right tools so the agents can spend more time focusing on customer service and less time searching for data.”

“Our SAP certified solution is perfect for companies like Canada Post that want to integrate their SAP CRM with Nortel communications solutions,” said Anthony Uliano, President and CTO of AMC Technology, L.L.C. “We are pleased to help them meet their commitment to excellent customer service.”

About Canada Post

Canada Post delivers over 11 billion pieces of mail each year to 14 million destinations. Its 60,000 employees and 6,600 post offices – the largest retail network in the country – serve 32 million Canadians and over 1 million businesses and public institutions from coast to coast to coast. In 2007, net income for Canada Post and its affiliates, which include Purolator Courier, SCI Logistics and Innovapost (jointly owned by Canada Post and CGI), was CDN$ 54 million on revenues of CDN$ 7.5 billion. Canada Post is a world leader, providing innovative physical and electronic delivery solutions, creating value for our customers, employees and Canadians. Website: http://www.canadapost.ca.

About AMC Technology

Founded in 1995, AMC Technology, L.L.C. is a leading provider of telephony and multi-channel CRM integration. Used every day by thousands of contact center agents around the globe, AMC’s pre-packaged MCIS™ product is certified against leading CRM applications such as Microsoft Dynamics CRM, Oracle Siebel, PeopleSoft CRM, Salesforce.com, SAP and leading contact center solutions such as Aspect, Avaya, Cisco,and Nortel. Please visit www.amctechnology.com, contact sales@amctechnology.com or call +1 (800) 390-4866.

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Written by CRM Help Desk · Filed Under Press Releases 

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