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AgilityWorks Selected for Multi-Channel Contact Centre SAP Integration Project

The programme objectives include improved customer experience, contact centre efficiency gains and reduced operating costs.
Leveraging a web-services architecture, we will be tightly integrating the SAP CRM 7.0 (Ehp 1) with the Cisco Unified Contact Centre to enable automated customer identification through telephony and email channels.  The solution will intelligently present relevant customer history and auto-generate CRM service requests reducing agent keystrokes, affording agents more time to focus on value-add activities.
This project demonstrates the opportunities available through an open standards approach to real-time integration of mission-critical front-office technologies.