Case Study: Canon Financial Services achieves a true blended agent experience with AMC Technology

Canon Financial Enhances Salesforce Omni-Channel Supervisor for a True Blended Agent Experience

Canon Financial Services needed a better way to run its contact center in Salesforce Service Cloud, replacing a legacy system that couldn’t handle case management or email routing well. The company wanted truly blended agents who could switch between phone, email, and chat while giving managers visibility and control across channels, so it selected AMC Technology as its CTI partner.

AMC Technology integrated Salesforce with Avaya and enhanced Salesforce Omni-Channel Supervisor to give Canon Financial Services a single interface for all channels. The new setup let managers move agents between queues in real time and improved routing with ANI and CAD data, reducing call handling time and call disposition time. Agents also benefited from screen pops and simpler training, and Canon Financial Services is preparing to roll out chat support as a next step.

Canon Financial Services

Micheal Kea

IT Senior Manager