AMC Technology
Helps Florida Department of Revenue Improve
Customer Service in their Call Center
RICHMOND, VA - December 15, 2003 - AMC Technology, LLC, a provider of multi-channel
interaction management solutions for contact centers, today announced the State
of Florida Department of Revenue as a major new customer. The Department of Revenue chose AMC’s
Telephony Connector for their call center operation to integrate mySAP™ Customer
Relationship Management (CRM) Interaction Center with Cisco Intelligent Call Management (ICM), which
provides customers a distributed, IP-based customer service infrastructure and enables
interaction with the contact center via phone, Web, voice over IP (VoIP), text chat or
e-mail. Additionally, AMC’s Telephony Connector has met the Cisco AVVID (Architecture for Voice and
Video Integrated Data) Partner Program test criteria for interoperability with the Cisco ICM
product, version 4.6. The Program sets criteria for interoperability testing and helps leading
product and services firms to deploy innovative business solutions.
At Florida's Department of Revenue, Hewlett Packard Consulting installed Cisco's ICM product,
and integrated it with a Nortel DMS100 CO switch that provides Centrex-based ACD services to
FDOR's call centers throughout Florida. After HP completed the implementation of the Cisco
ICM's Enterprise Computer Telephony Integration (CTI) component, HP collaborated with AMC
Technology during the configuration and implementation of AMC's Telephony Connector for ICM
and mySAP CRM Interaction Center.
“The Telecommunications group's primary objective in selecting the Cisco ICM product was the
facilitation of enterprise CTI for all of our call centers running on Centrex-based ACD
services from the DMS100 CO switch here in Tallahassee, while not being restricted by a
closed, proprietary or developer-unfriendly architecture. Enterprise-wide CTI enablement was
a key requirement for the effective use of the mySAP CRM Interaction Center solution, which
was being deployed at the same time. The ultimate goal for the CRM solution was to deliver
data collected from our premise-based IVR systems and present that information to the SAP CRM
agent upon call arrival,” stated Larry R. Nielsen, Systems Administrator, Florida Department
of Revenue.
"Our choice of the AMC Technology Telephony Connector was based largely on the fact that it is
one of very few products that bridges the gap between CTI-enabled call center systems and SAP.
Further, AMC's support of the Cisco ICM, which supported the DMS100 Centrex ACD, allowed us
to work in a far less restrictive development environment than we've experienced with other
middleware. We've successfully deployed the entire solution to our first tax group, and the
resulting improvement in call processing time and agent ease-of-use has been significant”.
AMC Technology joined the Cisco AVVID Partner Program as a Customer Contact participant.
The Program provides
enterprise customers with information regarding Cisco AVVID partner products and services
that the Cisco AVVID partner believes meets the Program’s criteria for interoperability with
Cisco networking technology.
“Through participation in this Program, AMC’s customers benefit from a tested solution that
delivers seamless integration between Cisco ICM and mySAP CRM Interaction Center. The open
architecture framework of the Telephony Connector enables integration with many phone
switches,” said Anthony X. Uliano, President and CTO of AMC Technology. “At the Department
of Revenue, our solution delivered the flexibility the customer required to leverage their
investment in the existing phone switch – a tremendous cost and time savings.”
Cisco customer contact products include solutions for IP contact centers, intelligent contact
management within a time-division multiplexing (TDM) environment and self-service
applications, such as interactive voice response (IVR). These solutions enable customers
to move into the next phase of customer contact – to a Customer Interaction Network, which is a
distributed, IP-based intelligent information network
that comprises an evolving suite of innovative, multi-channel services and applications.
These services and applications provide enhanced responsiveness and streamlined customer
exchanges to help organizations deliver superior customer service. A Customer
Interaction Network extends customer service capabilities across the entire organization,
giving businesses a more integrated and collaborative approach to customer satisfaction.
“Cisco supports open, standards-based architectures and shares a commitment to interoperable
solutions with AMC Technology,” said Mike Kulik, manager of product marketing for Cisco’s
Call Center Business Unit. “Through this vision, the Cisco AVVID Partner Program delivers
the power of choice to enterprises – the ability to extend the Cisco end-to-end architecture
with our participants’ solid products and technologies. With Cisco AVVID partner offerings
such as AMC’s Telephony Connector, customers can deploy a broad range of business solutions
that foster innovation and drive rapid adoption of business-critical technologies.”
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. In 2001, AMC was named to INC
Magazine’s list of the top 500 fastest growing private companies. Founded in
1995, AMC is a privately held software development company headquartered in
Richmond, VA.
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.
