AMC Technology and Coega Development Corporation Complete Integration of New Contact Center.Business Editors/High-Tech Writers RICHMOND, Va.--(BUSINESS WIRE)--May 24, 2004 AMC (Advanced Mezzanine Card) See AdvancedTCA. Technology, LLC (Logical Link Control) See "LANs" under data link protocol. LLC - Logical Link Control , a leading provider of multi-channel interaction management solutions for contact centers, today announced Coega Development Corporation (CDC See Control Data, century date change and Back Orifice. CDC - Control Data Corporation ) in South Africa South Africa, Afrikaans Suid-Afrika, officially Republic of South Africa, republic (2005 est. pop. 44,344,000), 471,442 sq mi (1,221,037 sq km), S Africa. as a new customer. The CDC's new contact center was created as part of a larger SAP implementation project. AMC Technology's solutions were chosen to provide integration of telephone and email interactions with the new WebClient interface introduced with mySAP(TM) Customer Relationship Management (my SAP(TM) CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. ) Interaction Center, Release 4.0. The CDC contracted with Accenture to develop a new contact center. The requirements for the contact center called for a multi-channel solution that was flexible, scalable and user friendly, and would integrate with the new WebClient interface. The Accenture Project Team recommended AMC's solutions because of their proven and tested integration with mySAP CRM Interaction Center and Avaya(TM) Computer Telephony See CTI, VoIP and IP telephony. Computer Telephony - Computer Telephone Integration . "We looked at best-of-breed solutions and AMC's products met all the project criteria for a successful contact center that would adapt as the CDC grows and expands its operations," stated Schalk Kock, SAP Project Manager, Accenture. "We had great support from the AMC team, making it possible for us to complete the implementation on schedule." AMC's Channel Connectors support both the WebClient and WinClient interfaces for the SAP Interaction Center. The CDC contact center was AMC's first opportunity to implement the Application Adapter A layer of software that converts the data from the application into a common form acceptable for integration with other applications. See application integration and integration server. for mySAP CRM Interaction Center-WebClient, demonstrating the flexibility and cost-effectiveness of the company's solutions. "During the early development phases of the Coega Industrial Development Zone, the contact center will be the primary point of contact for potential investors, government agents, service providers and employment applicants seeking information about the project. These agents will play an integral role in building the CDC's enterprise database through their day-to-day interactions with callers," stated Lionel Billings, Project Manager-Investor Services, Coega Development Corporation. "We, therefore, required a proven technology that would allow our agents to process these inquiries in a professional and efficient manner and AMC's solutions offered exactly what we needed." "We were excited Coega choose the AMC multi-channel product suite for their blended call center A call center that allows agents to both make and receive calls as demand and strategy dictate. Combining automatic call distribution for incoming calls with predictive dialing for outbound calls, it makes more efficient use of an agent as each can handle the overflow of the other. needs. AMC was able to offer Coega a very cost effective and stable environment even as one of the first productive customers of the SAP WebClient interface," stated Anthony X. Uliano, President and CTO (Chief Technical Officer) The executive responsible for the technical direction of an organization. See CIO and salary survey. , AMC Technology. 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. Founded in 1995, AMC is a privately held software development company headquartered in Richmond, VA. For more information, visit www.amctechnology.com. About Coega Development Corporation (CDC) The Coega Development Corporation (Pty) Ltd is the operator of the Coega Industrial Development Zone near Port Elizabeth Port Elizabeth, city (1991 pop. 670,653), Eastern Cape, SE South Africa, on Algoa Bay, an arm of the Indian Ocean. It is a tourist center and a major seaport that ships diamonds, wool, fruit, and other items. , South Africa. The CDC is incorporated and registered under the Companies Act of South Africa. It is wholly-owned by the South African Government, through the Eastern Cape The Eastern Cape is a province of South Africa. Its capital is Bhisho. It was formed in 1994 out of the "independent" homelands of Transkei and Ciskei, as well as the eastern portion of the Cape Province. Development Corporation, an Eastern Cape Provincial Government parastatal par·a·stat·al adj. Owned or controlled wholly or partly by the government: a parastatal mining corporation. n. A company or agency owned or controlled wholly or partly by the government. . The CDC was established in 1999 and is mandated by the South African Government to implement the Coega Industrial Development Zone (IDZ), as the holder of the IDZ Provisional Operators Permit. The CDC has expertise and capability in infrastructure development, investment promotion, project development and industrial estate management, underpinned by its commitment to developing a customer-focused world-class IDZ, with emphasis on human development and commitment to socio-economic transformation. Its home page is www.coega.com. About Accenture Accenture is a global management consulting Noun 1. management consulting - a service industry that provides advice to those in charge of running a business service industry - an industry that provides services rather than tangible objects , technology services and outsourcing company. Committed to delivering innovation, Accenture collaborates with its clients to help them become high-performance businesses and governments. With deep industry and business process expertise, broad global resources and a proven track record, Accenture can mobilize the right people, skills and technologies to help clients improve their performance. With more than 80,000 people in 47 countries, the company generated net revenues of US $11.6 billion for the fiscal year ended August 31, 2002. Its home page is www.accenture.com. Copyright (C) 2004 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 or registered trademarks of their respective owners. |
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