Continental AG, a leading global automotive supplier founded in 1871, is centralized at its headquarters to streamline order management across 317 locations in 50 countries. The implementation of a centralized communication system improved call handling times and customer experiences while enhancing agent competency and satisfaction. Results included reduced abandon rates and strengthened customer loyalty through more personalized service.

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2. Conti Benefits Quotes
“Having the data already on display you have one big
stressor off your back. You can focus on the product rather
than the customer identification…And you can develop a
more personal relationship. And this is what counts and what
it´s all about: relationship and loyalty.”
Melanie Albrecht
Continental Tire AG
Specialist
Unified Communication Systems

3. Who is Continental Tire?
• Continental AG, founded in 1871 and based in
Hannover, Lower Saxony, Germany
• Started as a manufacturer for rubberized fabrics, soft
rubber products and solid tires for carriages
• Today top five in the global automotive supplier
industry and the 4th largest tire manufacturer.
• The Continental Corporation has 190,000 employees
in 317 locations in 50 countries.
• The Tire division alone has 48,000 employees in 71
locations in 44 countries.

4. Starting Challenges
• Management had decided to centralize order desk
function in the HQ and with that separate
administrational functions from local warehouses
• A new organization was set up starting with 34
agents which quickly grew up to 90 (No CTI or
system support)
• Bit by bit further products and brands were added to
be handled through the Central Order Desk (not only
passenger and truck tires, but also industrial and
agricultural tires, tubes, rims etc. and the corporate
brands like Uniroyal, Semperit, Barum)
• Along with these additional products the number of
customers had grown and with that calls had
increased

5. Contact Center Goals
• Support the agent´s daily business
• Reduce time for training for new hires
• Reduce the call handling times on both incoming and outgoing
calls
• Reduce handling mistakes, e. g. select the wrong customer,
wrong deliveries due to wrong customer selection etc.
• Increase the internal as well as external acceptance
• Increase the agent´s competency as they can focus on the
product rather than the customer selection
• Increase the service to the customer

6. • Centralized Avaya Communication Manager
System in Hannover, Germany with
 25 local gateways in 19 countries
connected
 provision of central SAP connector,
reporting and monitoring, voicemail and
call recording solution
 2160 users and 345 contact center
agents licensed
 release version 6.3.x on the major
components (updated 11.2015)
• SAP 7.42 base release
Contact Center Technical
Environment

7. CTI integration with AMC since 2006 (recommended by Avaya)
Solution

8. 0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Service Level Availability
KPI Statistics Before and After CTI
Before After
Results

9. • Reduced call handling time leading to an
improved customer service
• More relevant customer experiences
• More competence for each agent leading to a
better customer acceptance and resulting in
loyalty. The customers are not only told they
are important and highly valued, they can
really feel it!
• Decreased abandon rates
• Increased agent satisfaction
Results cont.

11. The Contact Canvas
architecture allows
organizations to switch
integration points easily, so
we have it covered when
different CRM or telephony
products are acquired.
Our Solution Makes CTI Simple

12. Founded in 1995, AMC Technology is a leading provider of
software
that integrates multi-channel, real-time communications
with the business applications used by contact center agents.
Our products are certified by our partners and allow contact
centers
to more effectively manage all types of customer interactions
and deliver superior levels of customer service while improving
agent productivity.

13. AMC Technology Sales
crmsales@amctechnology.com
1-804-419-8600 or 1-800-390-4866
http://www.amctechnology.com/
http://www.contactcanvas.com/
AMC Technology
@AMCTechnology
/AMCTechnology.ContactCanvas
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