AMC Technology Introduces the Interaction Assistant for Use with Microsoft Business Solutions CRM; New Solution Delivers Call Center Features to User's Desktop.

Business Editors/High-Tech Writers

RICHMOND, Va.--(BUSINESS WIRE)--May 5, 2003

AMC Technology L.L.C., a provider of multi-channel interaction management solutions for contact centers, announced today the general availability of its newest product offering -- the Interaction Assistant for use with Microsoft(R) Business Solutions CRM.

Strategically targeted for small to mid-market companies, as well as small groups within large enterprises, the Interaction Assistant is a cross industry solution that delivers a call center framework and controls within the Microsoft CRM user interface.

AMC's Interaction Assistant places the emphasis on managing contact interactions more efficiently. Its design makes it easily configurable for the casual user or professional call center agent. Casual users who interact with customers on a regular basis will benefit from many of the same functions and features traditionally found in a formal call center environment without any additional training. With just a few clicks, users have immediate access to contact information and activity history, as well as the ability to quickly search against the Microsoft CRM knowledge base, create and view activities, and send emails.

Key features of the Interaction Assistant include the Multi-Channel Bar that displays current channel state, the Quick Contact Bar that displays active contact information, and an Activity History box that displays the contact's most recent activities recorded in Microsoft CRM. All are drag-and-drop enabled so functions can be performed quickly and accurately, saving the user valuable time. These and other features make it easier for the user to handle interactions in a more consistent, timely and professional manner.

For the formal call center with access to multi-channel integration, the Interaction Assistant offers greater flexibility in choosing the best technologies for their environment. The open platform design supports major phone switches and CTI solutions provided by third-party vendors such as Avaya(TM) Interaction Center and IP Office, Cisco Intelligent Contact Management and IPCC, and Microsoft(R) TAPI. With AMC's Email Response Management System (ERMS), more advanced features such as queues, script-based routing, and auto-generated responses can be added to further enhance the email functionality inherent in Microsoft CRM.

"AMC designed the Interaction Assistant to be as casual or as advanced as the end customer needs it to be," stated Anthony X. Uliano, President and CTO of AMC Technology. "Its low cost of ownership, ease of implementation and use, and seamless integration with Microsoft CRM makes the Interaction Assistant a very attractive solution for new customers looking to enable a call center framework in their environment."

The Interaction Assistant for use with Microsoft CRM is available now through AMC Technology and authorized Microsoft Business Solutions Reseller Partners. The solution is priced at $195 per user license. Channel connectors are priced at $75 each, per user license.

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 our 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. All products mentioned herein are trademarks or registered trademarks of their respective holders.