Case Study: Keysight Technologies achieves stable, lower-cost CRM and telephony integration with AMC Technology

AMC Provides Stable Solution that Supports Multiple CRM and Telephony Platforms for Keysight

Keysight Technologies, headquartered in Santa Rosa, California, needed a reliable way to integrate SAP Contact Center with both SAP and Siebel while supporting 692 agents. The company chose AMC Technology after seeing strong recommendations and wanted a middleware solution that could handle multiple CRM and telephony platforms without breaking as systems changed.

AMC Technology delivered a stable, certified integration architecture that supported CTI features such as inbound ANI screen pops and transfer screen pops. The result was a predictable, low-cost system that helped Keysight reduce tickets by 80% and maintain high customer satisfaction, with the technical contact center achieving the highest ratings in the company.

Keysight Technologies

Tom Leiper

Support Manager