Samsung Electronics America Chooses AMC
Technology Solutions to Improve Call Center Operations
RICHMOND, VA - April 20, 2004 - AMC Technology, L.L.C., a provider of multi-channel
interaction management solutions for contact centers, today announced Samsung Electronics
America as a major new customer. Samsung chose AMC’s products to integrate mySAP™ Customer
Relationship Management (CRM) Interaction Center with Avaya™ Computer Telephony (CT) in
their customer support center in Mt. Arlington, New Jersey.
Agents at Samsung’s call center process customer service and support issues for consumer
electronics. As part of a multi-phase roll out of mySAP CRM, Samsung first implemented
computer telephony integration (CTI) and interactive voice response (IVR) technologies in
the call center to improve handling of incoming customer contacts. AMC’s Telephony and
IVR Connectors offered a proven solution to integrate Samsung’s existing Avaya telecommunications
infrastructure with the Interaction Center, resulting in increased cost efficiencies for
the call center. In addition, AMC’s multi-channel management solution supports Voice over
IP (VoIP) integration via Avaya CT, enabling Samsung to connect multiple remote sites in
California, Texas and Canada with the New Jersey operation.
“In evaluating our options for the call center implementation phase, we found that AMC’s
multi-channel solutions offer the tight integration we required between mySAP CRM and Avaya CT,”
stated Chris Kim, TelCom Systems Administrator, Samsung. “The ability to support our remote
agents via VoIP, as well as our agents at the main call center, from a single installation
point has allowed us to implement cost savings features and improve the levels of service
we offer our customers.”
This implementation at Samsung Electronics America is the second of a multi-site worldwide
mySAP CRM deployment involving AMC’s multi-channel solutions. At the New Jersey location,
plans are underway for integration of email communications and advanced routing to deliver
greater functionality to the Interaction Center.
“Our solutions are providing Samsung with the ability to increase customer satisfaction by
enabling their agents to process interactions more efficiently,” stated Anthony X. Uliano,
president and CTO, AMC Technology. “As Samsung moves forward with integration of additional
communication channels, AMC will continue to offer solutions for their Interaction Center
implementation that will deliver the latest technology with a low cost of ownership.”
About AMC Technology
AMC Technology offers multi-channel interaction management solutions that enable
contact centers to manage all types of customer interactions with greater efficiency
and deliver higher levels of customer service. AMC works closely with its partners to
offer customers flexibility in designing and implementing a complete contact center solution.
Founded in 1995, AMC is a privately held software development company headquartered in
Richmond, VA. For more information, visit
www.amctechnology.com.
Contact:
Kevin Huff
Vice President, Marketing and Alliances
(804) 915-0520
Kevin.Huff@amctechnology.com
All rights reserved. All product and
company names mentioned herein are trademarks of their respective owners.
