HVAC and refrigeration company Lennox International Inc. (LII) was recently nominated for a Gartner Inc. CRM Excellence Award for its successful leveraging of a combined CRM/call center solution from Avaya inc. and AMC Technology.
The award is designed to recognize the best CRM initiatives in North America. According to a press release, Lennox International Inc. was one of only three finalists for the CRM Excellence award this year.
Specifically, LII was recognized for its proficient use of the AMC Multi-Channel Integration Suite (MCIS) to integrate SAP Customer Relationship Management (CRM) with Avaya’s contact center technology for their customer support center located in Richardson, Texas. This state-of-the-art contact center allows LII’s customers to get information and conduct transactions via voice, email, fax and online. Agents in this center are able to manage all contacts via a single, unified desktop in their SAP system.
"We are very proud to have been selected by attendees as one of three finalists for the best CRM initiative in all of North America," said LII IT Manager Kristin Lelsz in the press release. "Our ability to achieve this success was helped in part by AMC’s MCIS."
This custom integration project included integration with the Microsoft Exchange email server. Details from agent/customer interactions are collected in SAP – and most importantly the system delivers screen pops to agents for all communication channels including voice, fax, and email.
“We congratulate the LII team for using the AMC solution to increase market share, reduce attrition, improve efficiency, and reduce costs,” stated Paul Nussbaum, VP Marketing, AMC Technology, in the release. “We are proud of the recognition earned by LII in deploying MCIS.”
AMC Technology specializes in telephony and multi-channel CRM integration. Its pre-packaged MCIS product integrates leading CRM applications from SAP, Oracle Siebel and PeopleSoft CRM, Salesforce.com and Microsoft with leading contact center solutions from Avaya, Cisco, Aspect, and Nortel.
For more information about AMC Technolgies visit
www.amctechnology.com.
For more information about Gartner visit
www.gartner.com.
For more information about Avaya, visit
www.avaya.com.
For more information about Lennox International, visit
www.lennoxinternational.com.
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Patrick Barnard is Associate Editor for Customer Interaction Solutions magazine and Assignment Editor for ContactCenterSolutions. To see more of his articles, please visit Patrick Barnard’s columnist page.