AMC Technology
and Coega Development Corporation Complete
Integration of New Contact Center
RICHMOND, VA - May 24, 2004 - AMC Technology, LLC, a leading provider of multi-channel
interaction management solutions for contact centers, today announced Coega Development
Corporation (CDC) in South Africa as a new customer. The CDC’s new contact center was
created as part of a larger SAP implementation project. AMC Technology’s solutions were
chosen to provide integration of telephone and email interactions with the new WebClient
interface introduced with mySAP™ Customer Relationship Management (my SAP™ CRM) Interaction
Center, Release 4.0.
The CDC contracted with Accenture to develop a new contact center. The requirements for
the contact center called for a multi-channel solution that was flexible, scalable and
user friendly, and would integrate with the new WebClient interface. The Accenture Project
Team recommended AMC’s solutions because of their proven and tested integration with mySAP
CRM Interaction Center and Avaya™ Computer Telephony. “We looked at best-of-breed solutions
and AMC’s products met all the project criteria for a successful contact center that
would adapt as the CDC grows and expands its operations,” stated Schalk Kock, SAP
Project Manager, Accenture. “We had great support from the AMC team, making it possible
for us to complete the implementation on schedule.”
AMC’s Channel Connectors support both the WebClient and WinClient interfaces for the SAP
Interaction Center. The CDC contact center was AMC’s first opportunity to implement the
Application Adapter for mySAP CRM Interaction Center-WebClient, demonstrating the flexibility
and cost-effectiveness of the company’s solutions.
“During the early development phases of the Coega Industrial Development Zone, the contact
center will be the primary point of contact for potential investors, government agents,
service providers and employment applicants seeking information about the project. These
agents will play an integral role in building the CDC’s enterprise database through their
day-to-day interactions with callers,” stated Lionel Billings, Project Manager-Investor
Services, Coega Development Corporation. “We, therefore, required a proven technology that
would allow our agents to process these inquiries in a professional and efficient manner
and AMC’s solutions offered exactly what we needed.”
“We were excited Coega choose the AMC multi-channel product suite for their blended call
center needs. AMC was able to offer Coega a very cost effective and stable environment
even as one of the first productive customers of the SAP WebClient interface.” stated
Anthony X. Uliano, President and CTO, AMC Technology.
About AMC Technology
AMC Technology offers multi-channel interaction management solutions that enable contact
center agents to manage all types of customer interactions more efficiently and deliver
higher levels of customer service. The company works closely with its partners to offer
our 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.
About Coega Development Corporation (CDC)
The Coega Development Corporation (Pty) Ltd is the operator of the Coega Industrial
Development Zone near Port Elizabeth, South Africa. The CDC is incorporated and registered
under the Companies Act of South Africa. It is wholly-owned by the South African Government,
through the Eastern Cape Development Corporation, an Eastern Cape Provincial Government
parastatal. The CDC was established in 1999 and is mandated by the South African
Government to implement the Coega Industrial Development Zone (IDZ), as the holder
of the IDZ Provisional Operators Permit. The CDC has expertise and capability in
infrastructure development, investment promotion, project development and industrial
estate management, underpinned by its commitment to developing a customer-focused
world-class IDZ, with emphasis on human development and commitment to socio-economic
transformation. Its home page is
www.coega.com
.
About Accenture
Accenture is a global management consulting, technology services and outsourcing company.
Committed to delivering innovation, Accenture collaborates with its clients to help them
become high-performance businesses and governments. With deep industry and business
process expertise, broad global resources and a proven track record, Accenture can
mobilize the right people, skills and technologies to help clients improve their
performance. With more than 80,000 people in 47 countries, the company generated
net revenues of US $11.6 billion for the fiscal year ended August 31, 2002.
Its home page is www.accenture.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.
