Case Study: CLAL Insurance achieves shorter call handling times with AMC Technology

AMC’s Integration Shortens Average Call Duration by 30 Seconds Per Call

Clal Insurance, a leading insurance and long-term savings company in Israel, needed a CTI solution to improve customer service and reduce call handling times for its 400 contact center agents. After evaluating options, the company chose AMC Technology to connect its Cisco phone system with SAP CRM and support faster, more efficient service.

AMC Technology implemented an SAP-Cisco integration with features such as click-to-dial, contextual call controls, automatic call logging, and screen pops that automatically display customer details in SAP CRM. The result was a measurable improvement: Clal Insurance shortened average call duration by 30 seconds per call, enabling the team to serve more customers with the same number of representatives.

Clal Insurance

Haim Inger

Chief Technology Officer