AUDI AG Customer Service Center Benefits from AMC Technology's Solutions; Computer Telephony Integration is First in Multi-Phase Call Center Project

Business Wire, Dec 11, 2002

Business Editors, High Tech Writers

RICHMOND, Va.--(BUSINESS WIRE)--Dec. 11, 2002

AMC Technology, L.L.C., an industry leader in providing multi-channel enabling solutions for contact centers, today announced that it has completed the successful implementation of its Telephony Connector for SAP(R) solutions at the AUDI AG customer service center in Germany.

This is the first in a multi-phase project that includes plans to expand this technology to additional Audi and Volkswagen customer service centers.

As part of Audi's KuBa project to implement mySAP(TM) Customer Relationship Management (mySAP(TM) CRM), the company sought to improve efficiencies at their call center by integrating the mySAP CRM Interaction Center with the existing Avaya Definity G3(R) telephone switch and CentreVu(R) CT application. Audi chose AMC's Telephony Connector because it provides the link that is required to facilitate seamless communication between these systems. The Telephony Connector delivers data to the agent's desktop with information about the incoming call. In Audi's case, the customer information is obtained from their mySAP CRM solution that provides a 360 degree view of the customer, allowing agents to view the entire history of a customer's interactions within a single desktop screen. The results are more efficient handling of customer calls and improved relationships with the customers.

"The AMC solution has enabled the computer telephony integration that is critical for our agents to handle incoming calls more effectively. It has had a minimal impact on the current system environment and provides a flexible extension to further channel integration," stated Robert Spies, Project Manager at AUDI AG. "Even in the case of a new customer, CTI speeds up the process because parts of the relevant data are already in place in KuBa."

Future phases of this project include the implementation of additional communication channels, such as email. AMC's Email Connector for SAP(TM) solutions will enable integration with Microsoft(R) Outlook directly from the agent's Interaction Center desktop.

"The AMC solution contributed to Audi's timely completion of this initial phase of their mySAP CRM implementation and to their ability to leverage existing telecommunications systems," stated Anthony X. Uliano, President and CTO, AMC Technology. "It further emphasizes the flexibility provided by our Connectors to integrate with multiple vendors' technologies in order to offer SAP customers a complete solution."

About AMC Technology

AMC Technology's patent-pending Multi-Channel Management Suite(TM) is an open platform solution that facilitates the management of multiple communication channels from multiple vendors for CRM contact centers. AMC's experience in the call center market stems from its expertise with the Customer Interaction Center for SAP(R) R/3(R) and its development of a series of channel connectors that link CTI applications and technologies to the SAP database. The company works closely with its partners to offer customers flexibility in designing a complete contact center solution. AMC was selected to INC Magazine's list of the top 500 fastest growing private companies in 2001. Founded in 1995, AMC is a privately held software development company headquartered in Richmond, VA. Visit www.amctechnology.com to learn more about AMC's products and services.

Copyright (c) 2002 AMC Technology, L.L.C. SAP, mySAP, R/3 and all other SAP products and service names mentioned herein are trademarks or registered trademark of SAP AG in Germany and other countries. All other product or service names mentioned herein are the trademarks of their respective owners.