AGL Energy uses SAP, Avaya and AMC to keep customers happy

One of Australia’s leading energy companies, AGL Energy, is currently integrating its Avaya contact centre and SAP CRM systems with middleware technology from AMC Technology. Added to the mix is a call recording product deployed by Avaya reseller, NSC Enterprise Solutions.

Craig Neil, managing director at NSC said it was the incumbent provider of IP Telephony and contact centre solutions to AGL. "This was a new project which NSC is project managing and deploying assisted by AMC," he said.

"NSC has an ongoing role in the new project – the integration will take around nine months with ongoing support provided by NSC to AGL under a five year Managed Services agreement," said Neil. "We are looking to cement a long term partnership with AGL. In fact the number of projects has already been extended and we see this continuing over the next five years and beyond."

AGL program director and CIO, Owen Coppage, said AGL also 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,” he said.

Coppage claimed AMC’s solution will enable AGL Energy to combine its CRM and Contact Centre systems with a minimum of downtime and staff resources.

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