AMC enables AGL to integrate technology
AGL Energy, Australia’s leading energy company, is currently integrating its Avaya contact centre and SAP Customer Relationship Management (CRM) systems with middleware technology from AMC Technology, L.L.C. (AMC).
In a bid to improve customer service management, AGL deployed AMC’s Multi Channel Integration Suite™ to seamlessly integrate its Avaya hardware and software solutions with its business critical SAP system.
The middleware system integration includes the deployment of additional Avaya technology including Avaya Interaction Centre, an Avaya Voice Response system as well as NICE Perform call recording deployed by NSC Enterprise Solutions, Avaya’s largest Business Partner in
It is the tight integration between AMC and SAP that facilitates the delivery of customised screen-pops to agents as well as real time agent state and call control information inside the SAP windows client interface.
“We are very happy with the ease of integration provided by the AMC solution and the value it provides to our customer service operations,” said AGL Program Director & CIO, Owen Coppage.
As a leading provider of telephony and multi-channel CRM integration, AMC’s solution will enable AGL Energy to easily combine its CRM and Contact Centre systems with a minimum of downtime and staff resources.
“We are pleased AGL is enjoying the business benefits provided by the AMC middleware,” said Paul Nussbaum, VP marketing of AMC Technology, L.L.C. “Our SAP certified solution is a perfect fit for companies that want to integrate Avaya communications solutions with the back office.”