Apropos Technology, a provider of enterprise call centre management applications, and Veritas Software, an application storage management software provider, have announced that Veritas has chosen Apropos` call centre solution for its technical support department.
Apropos Version 4 provides fully integrated multimedia capabilities that enable call 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, Version 4 provides call centre managers with real-time information on all interaction types to better manage, control and report on call centre activity.
"With Version 4`s Total Interaction Management solution, businesses can improve how they provide customer service with documented productivity gains of up to 50%," says Software Futures` John Downing. Software Futures is the local Veritas representative.
Apropos 4 is a client-server call centre solution that combines intelligent call and message distribution, interactive voice response, smart desktop messaging, real-time supervisory capabilities and cradle-to-grave interaction reporting - all from one integrated offering.
Veritas is using Apropos` solution to handle voice calls and has future upgrades planned to utilise its e-mail, voice mail and Web capabilities. The systems integrate with a Nortel switch platform and will be utilised to manage incoming customer interactions using skills-based routing, database routing and multi-media queues within Veritas.
"This is another major state-of-the-art technology purchase for Veritas`s call centre," says Michael Wentz, VP of worldwide technical support services at Veritas. "The Apropos solution is an enabling technology that allows our technical support staff to be more proactive and more responsive to our customers. For example, agents have the ability to view, on their desktop, all calls in their respective queues and select the calls that best match their specific skills. In addition, Apropos technology affords us a new level of flexibility in staffing our call centre. Agents are no longer required to be located in close proximity to the telephone switch and can be located anywhere in the world. As we enhance our follow-the-sun support capabilities, Apropos technology will be a critical component for seamlessly linking our call centres together into one global system."
Apropos is represented in South Africa by Software Futures : (011) 807 1340.
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