Samsung Electronics America Chooses AMC Technology Solutions to Improve Call Center Operations.

Business Editors/High-Tech Writers

RICHMOND, Va.--(BUSINESS WIRE)--April 20, 2004

AMC Technology, L.L.C., a provider of multi-channel interaction management solutions for contact centers, today announced Samsung Electronics America as a major new customer. Samsung chose AMC's products to integrate mySAP(TM) Customer Relationship Management (CRM) Interaction Center with Avaya(TM) Computer Telephony (CT) in their customer support center in Mt. Arlington, New Jersey.

Agents at Samsung's call center process customer service and support issues for consumer electronics. As part of a multi-phase roll out of mySAP CRM, Samsung first implemented computer telephony integration (CTI) and interactive voice response (IVR) technologies in the call center to improve handling of incoming customer contacts. AMC's Telephony and IVR Connectors offered a proven solution to integrate Samsung's existing Avaya telecommunications infrastructure with the Interaction Center, resulting in increased cost efficiencies for the call center. In addition, AMC's multi-channel management solution supports Voice over IP (VoIP) integration via Avaya CT, enabling Samsung to connect multiple remote sites in California, Texas and Canada with the New Jersey operation.

"In evaluating our options for the call center implementation phase, we found that AMC's multi-channel solutions offer the tight integration we required between mySAP CRM and Avaya CT," stated Chris Kim, TelCom Systems Administrator, Samsung. "The ability to support our remote agents via VoIP, as well as our agents at the main call center, from a single installation point has allowed us to implement cost savings features and improve the levels of service we offer our customers."

This implementation at Samsung Electronics America is the second of a multi-site worldwide mySAP CRM deployment involving AMC's multi-channel solutions. At the New Jersey location, plans are underway for integration of email communications and advanced routing to deliver greater functionality to the Interaction Center.

"Our solutions are providing Samsung with the ability to increase customer satisfaction by enabling their agents to process interactions more efficiently," stated Anthony X. Uliano, president and CTO, AMC Technology. "As Samsung moves forward with integration of additional communication channels, AMC will continue to offer solutions for their Interaction Center implementation that will deliver the latest technology with a low cost of ownership."

About AMC Technology

AMC Technology offers multi-channel interaction management solutions that enable contact centers to manage all types of customer interactions with greater efficiency and deliver higher levels of customer service. AMC works closely with its partners to offer 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.

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 of their respective owners.