Case Study: Thomson Reuters achieves unified global contact center integration with AMC Technology

Deep Experience and Recommendations Leads Thomson Reuters to AMC for Integration

Thomson Reuters, a global media and information company with 2,000 telephony agents across Finance and Risk, Legal, IP and Science, and Tax and Accounting, wanted to standardize technology across teams and consolidate Salesforce instances. The company chose AMC Technology’s CTI solution, including Contact Canvas, after recommendations from Salesforce.com and Cisco, seeking a cost-effective platform that could support a large global deployment.

AMC Technology implemented features such as predictive dialing, screen pops, click-to-dial, automatic activity logging, after-call work, and skill-based routing, integrated with Salesforce and Cisco UCCE. The result was faster response times from screen pops, fewer dialing errors, better first-call resolution, and improved efficiency through single sign-on and automatic call logging.

Thomson Reuters