Case Study: DeVry Education Group improves student service and call efficiency with AMC Technology

AMC Meets Needs for Advanced CTI Features and a Complex Environment for DeVry

DeVry Education Group faced the challenge of supporting a highly complex, multilingual Salesforce environment with more than 10,000 users across 13 orgs, while integrating Cisco telephony for advisors and call center staff. As a non-traditional contact center with many outbound calls and a large student base, Devry needed better inbound identification, faster follow-up, easier dialing, and a way to capture all call activity in CRM. AMC Technology’s Salesforce Adapter with the Cisco driver was selected as the best fit.

AMC Technology implemented screen pops, click-to-dial, automated call logging, and in-Salesforce telephony status tracking, eliminating the need to switch between applications. The result was faster service to students and applicants, more consistent call notes and dispositions, and all interactions saved in Salesforce Activity History. AMC Technology also helped DeVry improve responsiveness and simplify agents’ workflows by centralizing tools in one business application.

Devry Education Group

Karen D’Amico

Director, CRM Business Solutions