AMC Technology Introduces Intelligent Routing for mySAP CRM; New Functionality Integrates Multiple Channels and Vendors with SAP Workflow

Business Wire, Oct 23, 2002

Business Editors, High Tech Writers

RICHMOND, Va.--(BUSINESS WIRE)--Oct. 23, 2002

AMC Technology, L.L.C., an industry leader in enabling multi-channel communication technology for contact centers, announced today the availability of the Intelligent Routing Module for mySAP(TM) Customer Relationship Management (mySAP(TM) CRM).

The Intelligent Routing Module, an extension to AMC's Multi-Channel Management Suite(TM), is a multi-channel, vendor-neutral routing interface and engine that leverages data from across the enterprise to route contacts to the appropriate agent based on real-time statistics, customer-stored data, or company-defined business rules.

AMC's new routing solution delivers benefits to contact centers and to third party CTI vendors. Through its integration with SAP(R) Workflow, the Intelligent Routing Module can determine the best routing option for an incoming contact using the workflow engine. It can operate as a broker of communication between existing routing engines and the SAP system, or it can be its own engine with a full range of routing functionality to handle all communication channels.

For third party CTI vendors who currently do not have connectivity into the SAP system for their routing solutions, the Intelligent Routing Module provides the interface they need to develop this integration using their own scripting language. The open architecture design of the Intelligent Routing Module opens up the SAP environment to third party CTI vendors and provides contact centers with more options when selecting best-of-breed solutions for their operations.

"In order to provide more consistent and personal customer service, today's contact centers need to leverage all customer data that is available across the enterprise," said Anthony X. Uliano, President and CTO of AMC Technology. "Our intelligent routing solution is designed to enable existing applications, as well as other vendors' applications, to integrate seamlessly with the SAP system in order to retrieve information and route the contact to the agent who can best handle it."

The Intelligent Routing Module communicates with existing CTI solutions and CRM applications and databases, and leverages information stored in these systems to route contacts. The solution places ultimate routing control in the hands of the contact center, enabling companies to create business-centric routing strategies that can be easily customized to meet changing needs. The Intelligent Routing Module Version 1.0 is currently available for mySAP(TM) CRM and SAP(R) R/3(R) Enterprise.

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 has created 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, R/3, 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.