AMC Technology Introduces Email Response Management System for mySAP CRM; Integration with Workflow Helps SAP Customers Deliver Superior Customer Service

Business Wire, August 14, 2002

Business Editors, High Tech Writers

RICHMOND, Va.--(BUSINESS WIRE)--Aug. 14, 2002

AMC Technology, L.L.C., an industry leader in enabling multi-channel communication technology for SAP contact centers, today announced the introduction of ERMS for mySAP(TM) CRM - an Email Response Management System developed for use with mySAP Customer Relationship Management.

The new application will increase productivity and reduce costs in contact centers by enabling companies to process large volumes of incoming emails more efficiently and effectively.

The ERMS for SAP solution features complete response management capabilities, universal queuing, intelligent routing, content management and analysis, and reporting of incoming emails. By leveraging the SAP Knowledge Base and SAPscript modules, it can analyze email content and generate an automatic response to the customer, in addition to producing suggested responses for an agent to review. Its tight integration with SAP Workflow provides companies with greater flexibility in handling custom business requirements and changes that affect the routing and processing of emails. ERMS for SAP captures a complete view of a customer's interactions and stores that information within an SAP solutions-based environment, allowing companies to maintain a comprehensive history of their customers.

The open interface design gives ERMS for SAP flexibility to function in two distinct modes. As an engine, it integrates seamlessly with the SAP system, providing customers with greater functionality in their CRM solution. As an interface, it delivers the basic building blocks that partners, third-party CTI vendors and customers need to develop integration with best-of-breed ERMS solutions. ERMS for SAP also provides a robust gateway for other email clients, such as Microsoft(R) Outlook, to interface with SAP solutions.

"I'm excited that we have extended our multi-channel middleware to include email response management," stated Anthony X. Uliano, President and CTO of AMC Technology. "It's consistent with our basic approach of providing solid functionality for SAP customers, as well as enabling partners and CTI vendors to gain tighter integration with SAP."

ERMS for SAP is currently available for mySAP CRM 3.X. ERMS partners wishing to integrate their ERMS solutions with SAP should contact AMC's Marketing Department at crmmarketing@amctechnology.com.

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(TM) CRM Interaction Center and is the creator of the patent-pending Multi-Channel Management Suite(TM) 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.

Copyright 2002 AMC Technology LLC. SAP, mySAP and all other SAP products and service names mentioned herein are trademarks or registered trademarks of SAP AG in Germany and several other countries. All other product and company names mentioned herein are trademarks of their respective owners.