Avaya and AMC Technology Form Alliance to ImproveConnectivity Between CRM Solutions and...

Business & High Tech Editors

BASKING RIDGE, N.J.--(BUSINESS WIRE)--Nov. 15, 2000

Software links front and back office systems and provides

intelligent workflow throughout the enterprise

Avaya (NYSE:AV), the Lucent Technologies spinoff that began trading on

the New York Stock Exchange on October 2, today announced an alliance with AMC Technology to provide software that improves connectivity between Avaya's CRM Solutions portfolio and SAP applications. AMC is an Avaya CRM Solutions Alliance Network partner that specializes in integrating customer relationship management (CRM) and computer telephony integration (CTI) solutions with SAP database applications.

In cooperation with Avaya, AMC has developed two interfaces connecting Avaya platforms to the SAP Customer Interaction Center (CIC). The Telephony Connector for SAP(TM) and the IVR Connector for SAP(TM) bridge the gap between Avaya CRM applications and SAP applications, allowing contact center agents to quickly access SAP(TM) R/3(R)and SAP CRM(R) systems.

"One of the challenges that corporations face today is linking front office and back office systems to create intelligent workflow and deliver better service," said Kim Mackay, Avaya general manager of CRM Solutions. "This alliance with AMC helps Avaya customers solve this problem by making it easier to access SAP information and tools."

"AMC is committed to working closely with Avaya to continue developing enhanced CRM solutions," said Anthony X. Uliano, CTO and president of AMC. "Together, we're making it possible for our customers to integrate their contact centers with their SAP systems."

The Telephony Connector performs several roles, including translation and delivery of telephony functions to SAP. When linked to Avaya's CRM solutions, it provides CTI-enabled screen pops on the agent's CIC screen that can include transaction information gathered from the SAP database and the interactive voice response system (IVR).

The IVR Connector supports communication between the Avaya CONVERSANT(R) interactive voice response (IVR) system and SAP, enabling information entered by the customer via IVR to be intelligently routed to an agent. It also allows customers to directly interact with the SAP system, facilitating business processes that do not require assistance from an agent.

In addition, AMC will develop interfaces that integrate Avaya's CRM Central 2000 application with SAP databases, giving companies the benefit of Avaya's intelligent workflow engine and predictive routing technology in addition to increased connectivity throughout the enterprise.

AMC is the most recent addition to Avaya's CRM Solutions Alliance Network. The alliance supports Avaya's CRM Solutions portfolio, a broad range of systems, software and professional services, including multimedia customer care, computer telephony applications, customer relationship management software, predictive dialing solutions and interactive voice response products. In addition to access to technology, expertise and lab time, Alliance membership also offers access to various Avaya marketing programs, sales programs and support programs, as well as assistance in planning, consulting and project management.

About Avaya

Avaya, formerly the Enterprise Networks Group of Lucent Technologies, headquartered in Basking Ridge, N.J., USA, is a leading provider of communications systems for enterprises, including businesses, government agencies and other organizations. Avaya offers converged voice and data, customer relationship management, messaging, voice multi-service networking and structured cabling products and services. Avaya is a worldwide leader in sales of messaging and structured cabling systems and a U.S. leader in sales of enterprise voice communications and call center systems. Avaya intends to use its leadership positions in enterprise communications systems and software, its broad portfolio of products and services, and strategic alliances with other technology and consulting services leaders to offer its customers comprehensive eBusiness solutions. For more information about Avaya, visit its Web site at http://www.avaya.com.

About AMC Technology

AMC, an SAP Development Partner, is a software development company offering tightly integrated CRM technology enablers and CRM-related professional services to the SAP market. AMC is the recommended CTI provider for SAP contact center solutions, providing several connectors to work with multiple platforms. As the original developer of SAP's contact center offering, the Customer Interaction Center (CIC), AMC is uniquely positioned to offer CIC/CRM support services including custom component development, implementation services, and general contact center consulting.

Founded in 1995, AMC is a privately held company headquartered in Richmond, Virginia. For more information about AMC, visit their website at http://www.amctechnology.com.