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March 16, 2009

Canada Post selects AMC’s multi-channel integration server

To unite SAP CRM and Nortel contact center

By CBR Staff Writer

Canada Post has selected the multi-channel integration server, or MCIS, from AMC Technology to integrate its SAP CRM and Nortel contact center implementations.

By deploying MCIS to link its SAP CRM 5.0 Win Client IC software application with its Nortel CCT 6.0 hardware, Canada Post will maximize its investment in one of the largest SAP installations in North America, said AMC Technology. 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 reduce hold times and improve agent responsiveness.

In addition, the implementation of MCIS is expected to allow Canada Post to complete the integration of its CRM and CTI systems with minimum downtime. AMC will work with Innovapost, a provider of complete professional IT services and part of the Canada Post group of companies, to deliver the solution.

Anthony Uliano, president and chief technology officer of AMC Technology, said: Our SAP certified solution is perfect for companies like Canada Post that want to integrate their SAP CRM with Nortel communications solutions. We are pleased to help them meet their commitment to excellent customer service.

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