AMC Technology
Introduces Intelligent Routing for mySAP™
CRM
RICHMOND, VA - October 23, 2002 - AMC Technology, L.L.C., an industry leader in
enabling multi-channel communication technology for contact centers,
announced today the availability of the Intelligent Routing
Module for mySAP™ Customer Relationship Management
(mySAP™ CRM). The Intelligent Routing Module, an
extension to AMC's Multi-Channel Management Suite™, is a
multi-channel, vendor-neutral routing interface and engine
that leverages data from across the enterprise to route
contacts to the appropriate agent based on real-time
statistics, customer-stored data, or company-defined business
rules.
AMC's new routing solution delivers benefits to contact centers and to third party CTI
vendors. Through its integration with SAP® Workflow,
the Intelligent Routing Module can determine the best routing
option for an incoming contact using the workflow
engine. It can operate as a broker of communication
between existing routing engines and the SAP system, or it can
be its own engine with a full range of routing functionality
to handle all communication channels.
For third party CTI vendors who
currently do not have connectivity into the SAP system for
their routing solutions, the Intelligent Routing Module
provides the interface they need to develop this integration
using their own scripting language. The open
architecture design of the Intelligent Routing Module opens up
the SAP environment to third party CTI vendors and provides
contact centers with more options when selecting best-of-breed
solutions for their operations.
"In order to provide more
consistent and personal customer service, today's contact
centers need to leverage all customer data that is available
across the enterprise," said Anthony X. Uliano, President
and CTO of AMC Technology. "Our intelligent routing
solution is designed to enable existing applications, as well
as other vendors' applications, to integrate seamlessly with
the SAP system in order to retrieve information and route the
contact to the agent who can best handle it."
The Intelligent Routing Module
communicates with existing CTI solutions and CRM applications
and databases, and leverages information stored in these
systems to route contacts. The solution places ultimate
routing control in the hands of the contact center, enabling
companies to create business-centric routing strategies that
can be easily customized to meet changing needs. The
Intelligent Routing Module Version 1.0 is currently available
for mySAP™ CRM and SAP® R/3® Enterprise.
About AMC
AMC Technology is a privately owned software development
company specializing in solutions that enable the integration of multiple
communication channels from multiple vendors in a unified contact center
environment. AMC originally developed the foundation for mySAP™ CRM Interaction
Center and has created the patent-pending Multi-Channel Management Suite™
for managing multiple communication channels. The company is uniquely
positioned to work with its partners to offer customers a complete contact center
solution. AMC was named one of the top 500 fastest growing private companies by INC
Magazine for 2001. Founded in 1995, AMC is headquartered in
Richmond, VA. Visit www.amctechnology.com
to learn more about AMC’s products and services.
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.
