AMC Technology's Channel Connectors Receive ICI Certification for mySAP CRM; Connectors Support Interaction Center WebClient and WinClient User Interfaces.

Business Editors/High-Tech Writers

RICHMOND, Va.--(BUSINESS WIRE)--Dec. 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(TM) Customer Relationship Management (mySAP(TM) 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(TM) Interaction Center and Computer Telephony, Cisco Intelligent Contact Management (ICM), Aspect(R) Contact Server, Intel(R) NetMerge(TM) Call Processing Software, and Microsoft(R) 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(R)-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(R) 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. For more information, visit www.amctechnology.com.

Copyright (C) 2003 AMC Technology, L.L.C. All rights reserved. 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.