AMC Technology Enables Integration Between Daydots' Inter-Tel Telephone Switch and their SAP Contact Center.

Business Editors/High Tech Writers

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

Seamless integration with SAP improves service in Daydots' Call Center

AMC Technology, L.L.C., an industry leader in enabling multi-channel technology for contact centers, announced today it has successfully completed the development and implementation of the telephony connector for Daydots International's call center.

Daydots, a leading provider of food safety products and training for the food service industry, uses their call center to deal with customers and distributors. "When a call comes into the call center, we want to automatically know who that customer is," said Matt Platts, IT Manager for Daydots. "In the past, agents would have to manually initiate a search based on the customer number. We wanted that to happen automatically."

AMC created and installed a telephony connector that allows Daydots' Inter-Tel(R) telephone switch to integrate with their SAP(R) R/3(R) system via CT Connect's(TM) CTI link. The Inter-Tel switch uses the number the customer is calling from to identify the customer. The connector searches the SAP system, retrieves the customer's information, and forwards that information as Call Attached Data to the Customer Service Representative.

"It was also important that we be able to route the caller based on who they are," said Platts. "A few of our agents handle distributors, the rest handle end-users. With our new connector, we know who these people are, and we route them to the agent who can best handle their needs." Platts commented, "It has saved us money. We can use our current Inter-Tel switch with SAP and not invest more money in different technology."

About AMC

AMC is a software development company providing state-of-the-art technology that enables multiple communication channels from multiple vendors to integrate with CRM and contact center applications. As the original developer of the Multi-Channel Management Suite(TM) and the SAP Interaction Center, AMC is uniquely positioned to work with its partners to offer the customer a complete contact center solution. AMC was recently named one of the top 500 fastest growing private companies by INC Magazine for 2001. Founded in 1995, AMC is a privately held company headquartered in Richmond, VA. To learn more about the products and services offered by AMC Technology, visit www.amctechnology.com.

Copyright (c) 2002 AMC Technology L.L.C. SAP, R/3, mySAP.com and all SAP product and service names herein are trademarks or registered trademarks of SAP AG. All other product and company names herein are trademarks of their respective owners.