AMC Technology
Implements New Intelligent Routing Module for
Technical Support Center at Avid Technology
RICHMOND, VA - October 23, 2002 - AMC Technology, L.L.C., an industry leader in
enabling multi-channel communication technology for contact centers,
today announced the go-live of its new Intelligent Routing
Module for mySAP™ Customer Relationship Management
(mySAP™ CRM) Interaction Center at the technical support center at
Avid Technology, Inc. in Tewksbury, Massachusetts. Avid, a world-leading manufacturer
of nonlinear editing equipment for the video, film, and entertainment industries, chose
AMC’s Intelligent Routing solution for two primary reasons. First, it allowed them
the flexibility to write business rules to communicate with their CTI middleware to more
clearly define the routing of incoming calls. Second, the Intelligent Routing Module
is fully integrated with SAP®, making it easier to search for customer data already
stored in Avid’s SAP® R/3® system.
"As a market-leading technology provider, we strive to provide our customers with
outstanding service and support," said Jonathan Thomas, Avid’s IT Project Manager.
"By incorporating AMC’s intelligent routing engine and telephony connector products,
we’ve been able to leverage Avid’s existing investment in SAP and make key improvements to the
infrastructure for our Corporate Call Center and Customer Service Operations.
The integration to the R/3, CRM call center and Avaya Definity systems provides
Avid with leading technology to implement intelligent routing as well as
features such as screen pops. AMC offered an integrated solution with SAP R/3
without complex enhancements or interfaces, and was committed to supporting us
through all phases of the project making our project implementation successful."
The installation of the Intelligent Routing Module follows an earlier installation
of AMC’s Telephony Connector to integrate Avaya’s CentreVu CT® and Definity® G3 switch with
SAP. The added functionality provided by the Intelligent Routing solution allows Avid to
implement detailed user-defined scripts to search the SAP system for
information about the system and customer contracts and, based on the results
of the search, route the call to the agent who is best able to service the
customer. The results are real-time access to customer data and improved customer service.
"The Intelligent Routing Module’s ability to use information from SAP to route
calls makes it unique in the marketplace," said Anthony X. Uliano, President/CTO of AMC.
"Our customers can write their own rules for routing and update these as
often as they need to, based on day-to-day situations."
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 included in the top 500 fastest growing private companies by INC
Magazine for 2001. Founded in 1995, AMC is headquartered in
Richmond, VA.
About Avid
Avid Technology, Inc. delivers the solutions that Make, Manage and Move Media™.
As a recognized digital standard for professionals who Make the world's media—from
video, audio and film to animation, special effects and streaming media—Avid's
products are used to make more television and news shows, commercials, music videos
and CDs, corporate/industrial productions and major motion pictures combined than any
other nonlinear editing manufacturer in the world. Building on its
award-winning heritage, which includes several Emmy® awards as well as an
Oscar® statuette representing the 1998 Scientific and Technical Award for the
concept, design and engineering of the Avid Film Composer® system for
motion picture editing, Avid is extending its reach by redefining how digital
media is shared, stored and distributed. To Manage today's increasingly rich
collection of dynamic media, Avid provides powerful servers, networks and media
tools to help customers search files, share media and collaborate on new
productions, both locally and globally. Avid's solutions also empower users to
easily Move media, whether on air, over cable or satellite or through the
Internet. Like no other media company today, Avid's end-to-end solutions span
the continuum of media creation, management and distribution. The company's
corporate headquarters are located in Tewksbury, MA. More information about the
company is available at www.avid.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.
