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[TM] (MCIS (Microsoft Commercial Internet System) A family of Web server software products from Microsoft that runs on Windows NT and works with Internet Information Server (IIS). ) from AMC (Advanced Mezzanine Card) See AdvancedTCA. Technology L.L.C. to integrate their SAP CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. 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 CCT Circuit CCT Commission Canadienne du Tourisme (Canadian Tourism Commission) CCT Correlated Color Temperature CCT Common Customs Tariff (EU) CCT Certificate of Completion of Training 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 (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. 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 (Chief Technical Officer) The executive responsible for the technical direction of an organization. See CIO and salary survey. 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 (Scalable Coherent Interface) An IEEE standard for a high-speed bus that uses wire or fiber-optic cable. It can transfer data up to 1GBytes/sec. (hardware) SCI - 1. Scalable Coherent Interface. 2. UART. Logistics and Innovapost (jointly owned by Canada Post and CGI CGI in full Common Gateway Interface. Specification by which a Web server passes data between itself and an application program. Typically, a Web user will make a request of the Web server, which in turn passes the request to a CGI application program. ), was CDN (Content Delivery Network) A system of distributed content on a large intranet or the public Internet in which copies of content are replicated and cached throughout the network. $ 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[TM] product is certified against leading CRM applications such as Microsoft Dynamics CRM Microsoft Dynamics CRM is a Customer Relationship Management software package developed by Microsoft. It is a part of the Microsoft Dynamics family of business tools. The current version of Dynamics is 3.0, released on December, 2005. , 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. Multi-Channel Integration Server and MCIS are trademarks of AMC Technology, L.L.C. All other product and service names mentioned are the trademarks of their respective companies. |
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