Apropos Technology, the provider of multimedia interaction management solutions represented locally by CCH Enterprise Solutions, has been chosen by Nokia to power eight of its customer support centres around the world.
Apropos`s Version 4 Total Interaction Management (TIM) will be implemented by Nokia n five sites around the world and will upgrade existing sites in Finland, the UK and Dallas, Texas.
Nokia`s Information Management group uses Apropos to route and report on all inbound and outbound calls, and also uses the faxback functionality, which enables an agent to fax information from the desktop. In addition to Apropos, Nokia uses Remedy`s CRM product suite, an Apropos application partner, to provide agents with screen pops containing customer information so that when an agent takes a call, all the customer information appears at the desktop.
Nokia is also implementing Apropos`s E-mail Management feature, an enterprise-class solution designed specifically for the needs of fast-growing e-commerce companies, providing a unified mechanism for blending, prioritising and escalating e-mail interactions into the flow of all customer interactions within the multimedia contact centre.
"This is the second order received from Nokia within a year, reinforcing Nokia standardising on Apropos for its global multimedia interaction management solution," says Jim Nelson, VP of sales at Apropos Technology.
Share
Apropos Version 4
Apropos Version 4 provides fully integrated multimedia capabilities that enable contact centre agents to view and respond to all types of inbound interactions - from live calls to Web callback requests - in a single multimedia queue. In addition, Apropos Version 4 provides contact centre managers with realtime information on all interaction types to better manage, control and report on contact centre activity. Apropos provides the capability to manage all interactions according to the centre`s business rules. Apropos version 4 also provides decision management capabilities that allow contact centre managers to do trend analysis and determine areas of improvement in their center.
Apropos Version 4 is a sophisticated multimedia interaction management system that intelligently links corporate communication systems, networks, and databases with powerful third-party business applications, such as e-service, e-sales, and e-marketing.