SAP has added to its SAP Focus customer relationship management initiative with the acquisition of call centre technology from AMC Development.
AMC, which specialises in computer-telephony integration, originallly developed the technology to work with SAP's R/3 suite of enterprise resource planning applications. It will now form the underlying technology for the customer interaction call centre, which is part of Focus.
The two companies have worked together to enhance the technology to create a full service call centre, so that an organisation can give a single point of contact for customers, including inbound and outbound calling, telemarketing and telesales.
"This acquisition and joint development adds a critical piece to the SAP Focus initiative," said Heinz Roggenkemper, executive vice president of SAP Labs. "The call centre will enable enterprises to engage in a dynamic, continuous relationship with their customers, transforming notions of marketing, sales, and service through one-on-one business relationships."
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