OVERVIEW

Travel and TourismINDUSTRY

Carnival Cruise Lines – Owned and operated by Carnival Corporation & plc, is based in Doral, Florida. Carnival is the largest fleet of the ten cruise ship brands owned by Carnival Corporation with 24 vessels in operation and 21.1% of the worldwide market share.

COMPANY PROFILE

Create accurate, real time agent call reporting GOALS

Using AMC Technology’s Contact Canvas™ to generate activities automatically, removing the dependency on agents for accurate call activity and reporting.

SOLUTION

By using AMC Technology’s Contact Canvas™ for Siebel and Avaya, agent and lead performance optimization has increased overall.

BENEFITS

The Need for AccurateReporting in Call Center

Call Logs is Answered

Carnival Cruise Lines + Contact CanvasDepending on call center agents to create accurate logs of their activities is an unreliable method of reporting. Like many businesses, Carnival Cruise Lines struggled with inconsistencies in reporting. Agent call logging was error prone and irregular. According to Colleen Oliverio, Director of Strategic Initiatives, “We struggled to capture critical attempt, contact and conversion data making it difficult to maximize sales opportunities.”

Like many other companies, Carnival’s management wanted to understand who agents were calling and how effective they were in their outreach in order to determine improvement strategies; however, sales agents were inconsistent with recording their call activities in Siebel, which gave the Strategic Initiatives Department no true insight into call data. Oliverio stated, “This challenge made it impossible to test strategies for improvement. We had no real time call statistics that were actionable and reports were purely directional.”

After finding out about the power of AMC Technology’s Contact Canvas in connecting Siebel and Avaya and the reporting this allows for, they purchased the product for almost 700 agents in their call center in Miramar, Florida.

“We struggled to capture critical attempt, contact and conversion

data making it difficult to maximize sales opportunities. This

challenge made it impossible to test strategies for improvement.

We had no real time call statistics that were actionable...”

Colleen Oliverio, Director of Strategic Alliances

CASE STUDY

TM

Why AMC Technology?

Implementing AMC Technology’s Contact Canvas™, Connector for Avaya Application Enablement Services and the Application Adapter for Siebel made the agents in their Miramar, Florida call center more accountable for their daily activities. Activities are automatically generated, removing the dependency on agents for accurate call activity reporting.

Agents also benefited from the ability to place outbound calls through the Siebel Media bar with ease. “This enhancement has

been a critical component to understanding and

increasing lead conversion. Additionally, sales

managers have more real-time and accurate call data, offering opportunities

to impact today’s performance. It has been

an effective tool to optomize agent and lead

performance.”

SOLUTION

BENEFITS“This enhancement has been a critical component to understanding and increasing lead conversion. Additionally, sales managers have more real-time and accurate call data, offering opportunities to impact today’s performance. It has been an effective tool to optimize agent and lead performance,” stated Oliverio.

Carnival Corporation has been so impressed with the product, they are planning to standardize AMC Technology’s Contact Canvas™ across all of their other nine cruise lines to provide further insight into the effectiveness of their agents and provide better planning in their initiatives in other departments.

15521 Midlothian TurnpikeMidlothian, VA 23113

804.419.8600800.390.4866804.419.8601

phone |toll free |

fax |

sales@amctechnology.com

www.amctechnology.com

AMC TECHNOLOGY, LLC.

ABOUT AMC TECHNOLOGYAMC Technology is a global leader in contact center and CRM integration with over 20 years of experience located right outside of Richmond, Virginia. AMC powers contact centers and customer interactions for companies around the globe through certified products and unparalleled expertise. AMC’s Contact Canvas™ product suite allows customers to integrate CRM and communication platforms, including CTI, across the enterprise, for call center agents, knowledge workers, and mobile staff. Our products are certified by our partners and allow businesses to more effectively manage all types of customer relations while delivering superior levels of customer service and improving productivity.

TM

Colleen Oliverio, Director of Strategic Alliances