Case Study: Canon Financial Services achieves seamless channel integration with AMC Technology

Canon Financial Services cuts call handling time with AMC Technology

Canon Financial Services, a subsidiary of Canon U.S.A., needed to enhance its Salesforce platform to create a seamless, multi-channel contact center. Their legacy system lacked proper case management and email routing, and they required a solution that would allow managers to dynamically blend agents across phone, email, and chat channels. They partnered with vendor AMC Technology to integrate their Avaya telephony system with Salesforce Service Cloud.

AMC Technology implemented its CTI integration, which leveraged Salesforce's Omni-Channel Supervisor to provide a single user interface for all channels. This solution enabled true agent blending and provided managers with the visibility and control to move resources between queues. The results for Canon Financial Services included decreased call handling time, as agents no longer had to manually identify callers or look up information, and a streamlined process for call dispositioning. AMC's consultative approach and the intuitive interface were highlighted as key differentiators.

Canon Financial Services