AMC Technology Provides CTI Solution for Agilent's Chemical Analysis Group Contact Centers.

Business Editors/High Tech Writers

RICHMOND, Va.--(BUSINESS WIRE)--July 5, 2000

AMC Technology, L.L.C., the recommended CTI provider for the SAP CRM solution, today announced that it has contracted with the Chemical Analysis Group (CAG) of Agilent Technologies, Inc. to provide the Telephony Connectors for Agilent's CAG call centers worldwide.

After an eight month testing period, CAG went live with its call center operation in Waldbronn, Germany in early May. The CAG Customer Interaction Center is based on an implementation of SAP R/3 (several modules) and operates with Hewlett Packard's Smart Contact(R) front office solution. From the early stages of its planning, CAG knew that it wanted to telephony enable its call centers and the most practical and seamless interface available for the SAP environment was the Telephony Connector for SAP(TM), developed by AMC Technology specifically for the HP Smart Contact solution. The AMC Telephony Connector provides the "screen pop" at the call center agent's desktop with customer information retrieved from the R/3 database. This Connector received SAP BC-CTI certification in December, 1999.

"Agilent's CAG chose the AMC CTI solution because it was specifically developed to work with the HP Smart Contact front office suite and would provide the link we needed to seamlessly integrate our Customer Interaction Center with our telephone system. We greatly appreciated the support and cooperation of AMC during the development of several Custom Components used within SAP CIC. This CIC solution will not only be deployed in a number of countries in Europe but probably also replace a current bolt-on product in the U.S. within a retrofit project" stated Max Oburger, a Project Manager for Agilent Chemical Analysis Group. "AMC's expertise in working with the R/3 system was invaluable to us as we progressed through the testing and planning phases of this project."

Agilent's CAG is currently reviewing its plans to initially implement the AMC CTI solution in five more locations in Europe, two to three in the U.S. and one or two in Asia. AMC will provide assistance in enhancing the functionality of CIC and in providing Agilent with the Telephony Connectors for each of those locations.

"We look forward to continuing our working relationship with Agilent's Chemical Analysis Group as they expand their Customer Interaction Centers on a worldwide basis" stated Anthony X. Uliano, CTO and President of AMC Technology. "Because of our strong relationship with SAP, we have been able to develop a complete suite of telephony connectors that are fully integrated within R/3 and CRM, eliminating the need for CAG to look outside the SAP environment for the solutions they require to ensure the smooth and efficient operation of their contact centers."

About AMC Technology

AMC, an SAP Development Partner, is a software development and advanced technology services company. AMC is the original developer of the Customer Interaction Center for SAP R/3 and has developed several telephony connectors to work with multiple PBX platforms, as well as channel connectors for IVR, web chat, two-way paging and email. In addition, AMC offers CIC support services including custom component development, implementation services, and general call center consulting. Founded in 1995, AMC is a privately held company headquartered in Richmond, Virginia.

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