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9/30/2002



Rail News: Rail Industry Trends

Ferromex installs software to speed computerized responses to customers


Ferrocarril Mexicano S.A. de C.V. (Ferromex) recently installed AMC Technology L.L.C.'s Telephony Connector for SAP® multi-channel computer software.


Ferromex plans to use the software to enhance the transfer of customer data between various computer systems, resulting in faster response time and improved workflow processes. The software is designed to provide the railroad's contact center agents pop-up screens and call-attached data.


Ferromex's contact center processes information and service requests for customers, and provides responses to different computer interactions throughout the railroad's customer service center in Guadalajara.


"It is crucial to our operation that our agents be able to access client information stored in the [Service Advertising Protocol] system in order to provide quicker, more efficient service," said Jose D. Castro, Ferromex vice president of customer service, in a prepared statement.


Contact Progressive Railroading editorial staff.

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