AMC Technology's
Channel Connectors Receive ICI Certification for
mySAP™
CRM
RICHMOND, VA - December 17, 2003 - AMC Technology, L.L.C., a provider of multi-channel
interaction management solutions for contact centers, announced today that it has successfully
achieved Integrated Communications Interface (ICI) certification by SAP of its Channel
Connectors for the interaction center capabilities with the mySAP™ Customer Relationship
Management (mySAP™ CRM) Release 4.0 solution. The Connectors support integration for
telephony, email, and web chat communication channels with a variety of vendors’ solutions,
including Avaya™ Interaction Center and Computer Telephony, Cisco Intelligent Contact
Management (ICM), Aspect® Contact Server, Intel® NetMerge™ Call Processing Software, and
Microsoft® Outlook and IIS.
The newest release of the interaction center capabilities with mySAP CRM offers customers a
choice between the traditional SAP GUI for the Windows®-based user interface (Interaction
Center WinClient) and the new browser-based, portal-enabled user interface (Interaction
Center WebClient). AMC’s Channel Connectors are designed to interface seamlessly with both
clients, giving customers an extended range of choices on both their desktop applications
and computer telephony integration (CTI) infrastructure. This flexibility makes it even
easier for contact centers to operate in a mixed environment that facilitates management
of incoming interactions from a single screen.
“AMC Technology has a strong history of providing communication channel solutions that offer
tight integration between mySAP CRM and several third-party middleware applications,”
stated Rainer Zinow, vice president of mySAP CRM, SAP AG. “Our customers welcome the
completion of integration certification of partner interfaces to SAP solutions, which leads
to a high level of integration and product quality. AMC continues to meet those
expectations.”
In conjunction with the ICI certification, AMC also completed CTI Performance Testing of the
interaction center capabilities with mySAP CRM. The objective of the performance testing was
to prove the outstanding performance and scalability of AMC’s Telephony Connector with the
new Interaction Center WebClient (IC WebClient) included in mySAP CRM 4.0. The tests were
performed at the company’s labs using AMC’s IC WebClient Simulator.
The system handled 500 concurrent agents accepting over 188,000 incoming calls per hour.
The results showed 52.28 calls received per second, with no wait time. The system environment
consisted of AMC’s ICI Adapter running on a single Microsoft® Windows 2000 Server using four
processors (700 MHz) and 2gb of RAM, with an average CPU utilization of 93%.
With the completion of the certification process and the
performance testing, AMC continues to demonstrate its ability to
handle large-scale, high-volume call centers. These
accomplishments strengthen the company’s expertise in developing
products for the mySAP CRM-based contact center environment that
ensure seamless integration, low cost
of ownership and ease of implementation.
“Companies today are seeking ways to implement new technologies that are both cost
effective and offer greater functionality. AMC’s Channel Connectors enable integration
with a variety of vendors’ products, offering customers greater flexibility in choosing
middleware solutions as they design their call center environment,” stated Anthony X.
Uliano, CTO and president of AMC Technology. “Completing the ICI certification and
performance testing reconfirms AMC’s commitment to provide our customers with a very
powerful and cost-effective platform.”
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 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.
