cti benefits
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© 2016 AMC Technology, LLC.All rights reserved. 1
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Conti Benefits Quotes
“Having the data already on display you have one big stressor off your back. You can focus on the
product rather than the customer identification…And you can develop a more personal relationship. And
this is what counts and what it´s all about: relationship and loyalty.”
Melanie AlbrechtContinental Tire AG
SpecialistUnified Communication Systems
Who is Continental Tire?
• Continental AG, founded in 1871 and based in Hannover, Lower Saxony, Germany
• Started as a manufacturer for rubberized fabrics, soft rubber products and solid tires for carriages
• Today top five in the global automotive supplier industry and the 4th largest tire manufacturer.
• The Continental Corporation has 190,000 employees in 317 locations in 50 countries.
• The Tire division alone has 48,000 employees in 71 locations in 44 countries.
Starting Challenges
• Management had decided to centralize order desk function in the HQ and with that separate administrational functions from local warehouses
• A new organization was set up starting with 34 agents which quickly grew up to 90 (No CTI or system support)
• Bit by bit further products and brands were added to be handled through the Central Order Desk (not only passenger and truck tires, but also industrial and agricultural tires, tubes, rims etc. and the corporate brands like Uniroyal, Semperit, Barum)
• Along with these additional products the number of customers had grown and with that calls had increased
Contact Center Goals
• Support the agent´s daily business • Reduce time for training for new hires • Reduce the call handling times on both incoming and
outgoing calls • Reduce handling mistakes, e. g. select the wrong
customer, wrong deliveries due to wrong customer selection etc.
• Increase the internal as well as external acceptance • Increase the agent´s competency as they can focus on
the product rather than the customer selection • Increase the service to the customer
• Centralized Avaya Communication Manager System in Hannover, Germany with- 25 local gateways in 19 countries
connected- provision of central SAP connector,
reporting and monitoring, voicemail and call recording solution
- 2160 users and 345 contact center agents licensed
- release version 6.3.x on the major components (updated 11.2015)
• SAP 7.42 base release
Contact Center Technical Environment
CTI integration with AMC since 2006 (recommended by Avaya)
Solution
Service Level Availability0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
KPI Statistics Before and After CTI
Before After
Results
• Reduced call handling time leading to an improved customer service
• More relevant customer experiences
• More competence for each agent leading to a better customer acceptance and resulting in loyalty. The customers are not only told they are important and highly valued, they can really feel it!
• Decreased abandon rates
• Increased agent satisfaction
Results cont.
The Contact Canvas architecture allows organizations to switch integration points easily, so we have it covered when different CRM or telephony products are acquired.
Our Solution Makes CTI Simple
Founded in 1995, AMC Technology is a leading provider of softwarethat integrates multi-channel, real-time communicationswith the business applications used by contact center agents.
Our products are certified by our partners and allow contact centersto more effectively manage all types of customer interactions and deliver superior levels of customer service while improving agent productivity.
AMC Technology [email protected] or 1-800-390-4866
http://www.amctechnology.com/http://www.contactcanvas.com/
AMC Technology@AMCTechnology/AMCTechnology.ContactCanvas
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