MGX has announced a drive into the small to medium enterprise (SME) sector of the contact centre market with Apropos Technology`s eVangelist. Apropos is one of the market`s leading applications for contact centres, specialising in all-media interaction management solutions for e-business, and it is making deep inroads into the South African market.
eVangelist is aimed at delivering a fully functional contact centre solution within 10 working days rather than the months it can take, says Alastair McQueen, Apropos sales executive at MGX Enterprise Solutions. "Many emerging and other small to medium-sized companies need contact centre technologies in their businesses," says McQueen. "But they cannot afford the long implementation times and big budgets often associated with the contact centre market. Apropos has developed eVangelist to fulfil their needs."
With eVangelist, adds McQueen, Apropos becoming the first vendor in its class to offer a tailored system for contact centres of five to 25 agents. "eVangelist is flexible and fault-tolerant, allowing companies to develop a world-class operation with leading interaction management tools, and be fully functional as soon as possible. Using the eVangelist template, we can have the contact centre up and running inside 10 working days."
McQueen notes: "Some of our very large corporate clients, such as the Momentum Group, are discovering the impact Apropos has on their business. It permits customers to interact with companies through the medium of their choice, thereby enabling CRM. Small to medium companies can now enjoy the same benefits and the competitive advantage it confers. And, as they grow, Apropos can seamlessly grow with them."
Apropos developed eVangelist to meet the specific needs of emerging companies and divisions of larger organisations that need a quick-to-implement, cost-effective contact centre solution. Evangelist takes the capabilities of the Apropos Multimedia Interaction Management Suite and tailors them to meet SMEs` specific needs - with total contact centre management for voice, voice mail and e-mail, and bundled scripting.
It also includes interactive voice response, intelligent call distribution, features typically equated with large corporate contact centres.
eVangelist combines a proven suite of applications with a streamlined integration/installation process. This translates to highly flexible, fault-tolerant applications with a comparatively low total cost of ownership.
Contact centres have tended to be the preserve of large organisations that can afford the relatively high cost of acquisition and ownership and long implementation times. eVangelist addresses these issues and makes contact centre technology available to a far broader sector,
Some key features of eVangelist are:
Agent application to manage inbound calls, e-mails and voice mails
Comprehensive supervisory tools
Full realtime and historical reporting
Interactive voice response (IVR)
Intelligent call distribution (ICD)
Integration to circuit or packet (IP) switched PBXs
Integration to customer relationship management server-based applications, customer management desktop applications and databases
Apropos solutions are aimed at transforming traditional contact centres into multimedia interaction management centres. They give contact centres the ability to service the disparate communication channels needed to compete effectively in today`s e-business environment.
Apropos makes it easy for companies to make this transition by providing interoperability with existing voice infrastructures, both traditional PBX and emerging IP-PBX.
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