Case Study: Continental Tire achieves faster, more accurate call handling with AMC Technology

Call-handling Time and Mistakes are Drastically Reduced for Continental Tire

Continental Tire, based in Hanover, Germany, needed to improve its customer call handling because agents were manually searching for callers, which led to misunderstandings, wrong deliveries, and incorrect account selection. To address this, Continental Tire worked with AMC Technology and implemented Contact Canvas with SAP and Avaya AES for 245 users.

AMC Technology’s CTI integration streamlined call routing and customer identification, cutting call-handling time and reducing errors significantly. As a result, faulty orders and complaints dropped sharply, customer service improved, and agents became more efficient and satisfied, with the solution supporting 20 tire sales call centers plus 3 additional centers handling about 27,500 calls per month.

Continental Tire

Melanie Albrecht

Specialist, Unified Communication Systems