Contact Center Solutions Featured Article

August 07, 2008

Contact Center Vendor AMC Reports 24 Percent Growth in 2008

By David Sims

AMC Technology, a vendor of multi-channel integration products for contact centers, has reported results for first half 2008 that included 24 percent revenue growth over the same period in 2007.
 
During the first half, AMC achieved what company officials characterize as “significant revenue growth” through sales and new customer rollouts. The results in the first half were spread across many geographic regions, including customer announcements such as TNT Post in The Netherlands, Sloan Valve in The United States, Public Services Company of Kuwait, and AGL (News - Alert) of Australia.
 
The first half of 2008 also included significant investment in partner activities, according to the company. These included sponsorship within the Oracle Siebel and PeopleSoft CRM community, ongoing investment in SAP (News - Alert) CRM certifications and market education, and the achievement of Gold status partnership level in Microsoft Dynamics CRM partner program, company officials say.
 
AMC officials say the company continues to “focus on expanding partner relationships and new product development.” For the remainder of 2008,” we expect to continue work on enhancing the AMC product suite, leading to the rollout of new offerings to be announced later this year,” stated Anthony X. Uliano, president and chief technical officer of AMC.
 
In June, AGL Energy, an Australian energy company, said it was integrating its Avaya (News - Alert) contact center and SAP CRM systems with middleware technology from AMC Technology.  
 
Described by AGL officials as “a bid to improve customer service management,” AGL deployed the AMC’s Multi Channel Integration Suite to integrate its Avaya hardware and software products with its SAP system.
 
The middleware system integration includes the deployment of additional Avaya technology including Avaya Interaction Center, an Avaya Voice Response system as well as NICE Perform call recording deployed by NSC Enterprise Solutions, Avaya’s largest partner in Australia.
 
The integration between AMC and SAP is expected to facilitate the delivery of customized screen-pops to agents as well as real time agent state and call control information inside the SAP windows client interface.
 
As a vendor of telephony and multi-channel CRM integration, AMC’s product will enable AGL Energy to combine its CRM and Contact Center systems with a minimum of downtime and staff resources.
 
Founded in 1995, Richmond, Virginia-based AMC Technology is listed as one of the Inc. 500 fastest-growing private companies in the U.S. AMC’s pre-packaged MCIS product is certified against pretty much all major CRM applications.
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is The Compelling ROI Benefits of Contact Center Quality and Performance Management Technologies, brought to you by Voice Print International (News - Alert).

David Sims is a contributing editor for TMCnet. To read more of David�s articles, please visit his columnistpage. He also blogs for TMCnet here.


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