We Blog CRM

AGL Energy, an Australian energy company, announced today that it’s integrating its Avaya contact center and SAP Customer Relationship Management systems with middleware technology from AMC Technology. The integration process will involve deploying additional Avaya technology that includes the Avaya Interaction Center, an Avaya Voice Response system as well as NICE Perform call recording deployed by NSC Enterprise Solutions, Avaya’s largest partner in Australia.

The AMC middleware will allow the placing of customized pop-up windows inside the SAP windows client interface so that one can view real time agent state and call control information.