Case Study: Carnival achieves more accurate lead conversion reporting with AMC Technology

Accurate Reporting Increases Lead Conversions for Carnival

Carnival, the travel and tourism company based in Miami, Florida, struggled with inconsistent agent call logging and unreliable reporting across nearly 700 call center agents. The company needed better visibility into who agents were calling, how effective outreach was, and how to improve lead conversion. AMC Technology’s Contact Canvas was selected to help connect Siebel and Avaya and improve call data reporting.

AMC Technology implemented Contact Canvas, along with the Connector for Avaya Application Enablement Services and the Application Adapter for Siebel, to automatically generate activities and reduce dependence on manual logging. This gave Carnival more accurate, real-time call data, improved agent accountability, and made outbound calling easier through the Siebel Media bar. As a result, Carnival reported better lead conversion insight and is planning to standardize AMC Technology’s Contact Canvas across its other nine cruise lines.

Carnival

Colleen Oliverio

Director of Strategic Alliances