Case Study: CPS Energy achieves reliable phone system migration and high customer service with AMC Technology

CPS Energy handles 12,000-15,000 daily calls with AMC Technology

CPS Energy, a large public utility in San Antonio, faced a major platform migration from Avaya to Cisco for its contact center. The customer needed a reliable integration to maintain the critical screen-pop functionality between its telephony system and SAP CRM, ensuring service continuity for thousands of daily customer calls. As a longtime customer since 2001, they turned to AMC Technology and its DaVinci platform to handle this transition seamlessly.

AMC Technology provided a stable CTI integration that made the complex migration smooth, with their solution being the only product that presented no problems during the overhaul. The results over two decades include a highly reliable platform handling 12,000-15,000 calls daily, reduced customer frustration through effective screen pops, and proven future-proofing for upcoming system changes. This reliability has allowed CPS Energy to maintain high customer service standards through multiple upgrades, solidifying their continued trust in AMC.

CPS Energy