Case Study: Continental Tire cuts call handling time and reduces errors with AMC Technology

Continental Tire cuts call-handling time and errors across 27,500 monthly calls with AMC Technology

Continental Tire, a German multinational automotive parts manufacturer, faced significant challenges in its call centers. Agents manually searching for customer information during calls led to misunderstandings, wrong deliveries, and incorrect orders. To solve this issue, they turned to AMC Technology and its Contact Canvas solution for integration with their SAP and Avaya AES systems.

By implementing AMC Technology's CTI link, Continental Tire drastically reduced call handling times and virtually eliminated manual search errors. The solution cut faulty orders and complaints, improved customer satisfaction, and boosted agent motivation across 23 call centers now handling 27,500 calls per month. The success of this project, as delivered by AMC Technology, has served as a model for other markets within the company to adopt similar integrations.

Continental Tire