Specifically, ERMS for mySAP CRM features universal queuing, intelligent routing and content management. The system can analyze email content, generate automated responses and send them out to customers, as well as create multiple suggested responses for customer-service agents to review. Of course, all data is tied back into mySAP CRM.

AMC Technology's ERMS product is built on its flagship multi-channel interface platform for SAP, which is basically a management layer that enables SAP systems to connect to products from computer telephony integration (CTI) vendors. ERMS for SAP also provides a gateway for email clients, such as Microsoft Outlook. "It's consistent with our basic approach of providing functionality for SAP customers, as well as enabling partners and CTI vendors to gain tighter integration with SAP," said Anthony Uliano, president and CTO of AMC Technology, in a statement.

Richmond, Va.-based AMC Technology has been a development arm for SAP since 1995. The 30-employee firm sells its products indirectly through the channel, and mostly through SAP. "They use us as a think tank," says Barry Bedard, vice president of sales at AMC Technology.

AMC Technology's SAP relationship is like a double-edged sword, Bedard admits. "They are our main partners, but can be frustrating at times to deal with," he says. AMC Technology though, is looking to expand its partnership borders. Since the firm develops multi-vendor connectors for its platform, it's not really tied to SAP. "We're in conversations with other CRM vendors," Bedard says.