Lennox International Chooses AMC Technology for mySAP CRM and Avaya Contact Center Integration

"When evaluating the options for our contact center integration project, we found that AMC offers a best in class solution to integrate mySAP CRM and Avaya contact center systems," said LII Program Leader Kristin Lelsz. "By giving our customer service representatives the ability to support communications via voice, fax, and email we will realize costs savings and improve the level of service we provide our resellers."

AMC Multi-Channel Integration Suite™ will provide LLI with pre-packaged, certified integration between mySAP CRM 4.0 and their Avaya PBX (through AES), Microsoft Exchange email server and the LII online order system. This solution will help the LII reseller support center to perform better segmentation of its customer base, to collect interaction details in SAP, and provide screen pops to agents for all communication channels including voice, fax, and email.

“Our solutions are providing LII with the ability to increase customer satisfaction by enabling their agents to process interactions more efficiently,” stated Anthony X. Uliano, President and CTO, AMC Technology. “We are excited to be working with LII to help deploy their multi-channel solution that will allow voice, email, fax and online order interactions to be managed from a single agent-view in their SAP system.”