Case Study: TriNet decreases call handling time with AMC Technology

TriNet is Able to Decrease Call Handling Time up to 15 Seconds Per Call

TriNet, a professional employer organization based in Dublin, California, needed a flexible computer telephony integration (CTI) solution to connect its call center systems with CRM as it moved from PeopleSoft to Salesforce. The company wanted to reduce costs, support a cloud-based approach, and improve customer tracking across 636 agents and thousands of daily calls.

AMC Technology helped TriNet migrate its CTI integration to Salesforce with a low-disruption, out-of-the-box solution that supported call routing, screen pops, single sign-on, and IVR enhancements. The result was a smoother transition, happier users, and measurable efficiency gains: TriNet reported call handling time improvements of 7-15 seconds per call across 2,500-4,000 daily calls, along with better customer identification and service capabilities.

TriNet

Dave Rose

Telecommunications Manager