AMC Technology
Prototypes New Channel Connectors for Web Chat,
Two-Way Paging and Email
RICHMOND, VA – June 14, 2000 - AMC Technology, L.L.C., an industry leader in
contact center solutions for SAP and CTI technology, today announced that it will be
prototyping three new Channel Connectors and a new Intelligent Router at SAPPHIRE 2000.
The connectors for Web Chat, Email and Two-Way Paging provide unified messaging to
simplify customer interactions, and significantly improve customer relationship management.
The AMC Channel Connectors will support the SAP Customer Interaction Center (CIC), CRM
and mySAP.com. For both Web Chat and Email, the contact center agent will receive “screen
pops” that will alert the agents of the incoming channel type, as well as provide
information about the customer. The Connectors access the data stored in the R/3 database.
This access to customer information greatly enhances agent productivity and reduces
processing time on the call. AMC’s new Intelligent Router directs incoming contacts
to the most appropriate agent based on criteria established by the agent’s profile or
the history of the contact.
“As companies conduct more transactions over the Internet, it is vital that customers
be able to contact an agent via channels other than the traditional telephone” stated
Anthony X. Uliano, CTO and President of AMC.
AMC’s Two-Way Paging Connector provides the ability to establish communications
between the SAP R/3 system and a remote user. The page to the user can be generated
by a specific SAP transaction, or by the contact center agent. Response can be directed
to the agent and/or update the SAP R/3 system. This capability provides the ability for
someone, such as a service technician, to quickly receive and respond to service
notifications.
Mr. Uliano stated that, “Our expanded channel features position CIC as the only fully
integrated contact center solution supporting a multi-channel enabled environment.”
AMC, an SAP Development Partner, is an advanced technology services and software
development company and the recommended CTI provider for SAP contact center solutions.
AMC is the original developer of the Customer Interaction Center for R/3 and has also
developed several telephony connectors to work with multiple PBX platforms. In addition,
AMC offers CIC support services including custom component development, implementation
services, and general call center consulting.
Founded in 1995, AMC is a privately held company headquartered in Richmond, Virginia.
Contact:
Kevin Huff
Vice President, Marketing and Alliances
(804) 915-0520
Kevin.Huff@amctechnology.com
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company names mentioned herein are trademarks of their respective owners.
