Veritas Software, the industry`s leading enterprise-class application storage management software provider, has chosen Apropos Version 4 Total Interaction Management as its solution of choice for its technical support centres around the world.
Apropos`s realtime interaction management solution will enable Veritas`s customers to communicate with the technical support centres through a variety of media, including e-mail, inbound and outbound voice calls and voicemail, all managed within a visual multimedia queue.
Veritas Software ensures the continuous availability of business-critical information by delivering integrated, cross-platform storage management solutions to businesses of all sizes. Apropos Technology is a leading provider of multimedia interaction management solutions for e-business applications, represented locally by CCH Enterprise Solutions.
"Apropos allows Veritas to maintain the highly responsive, customer support that is crucial to the success of our customers as they implement our storage management and high-availability solutions," says Michael Wentz, senior VP, worldwide technical services, Veritas Software. "The implementation of Apropos software in our worldwide technical support centres has enabled Veritas Software to better serve our customers by insuring calls are accurately routed to the engineers best suited to solve customer problems, while significantly reducing wait time for customers through more efficient utilisation of our resources. Going forward, Apropos will give Veritas significant flexibility in deploying contact centre resources in a cost-effective manner."
Apropos has been operational in Heathrow, Florida, and in multiple locations in the UK since last year, and is currently being implemented in five additional Veritas contact centres located in Mountain View, California; Roseville, Minnesota; Cambridge Maine; Pleasanton, California and Sydney, Australia.
Apropos Version 4 provides fully integrated multimedia capabilities that enable contact centre agents to manage all types of customer interactions - e-mail, Web chat and callback, and voice - in a single multimedia queue. This enterprise-class solution is designed specifically for the needs of both brick-and-mortar companies, and emerging dot.coms, enabling them to manage all of their customer interactions.
Using business-rules driven prioritisation and escalation for each interaction, companies can manage each interaction uniquely, based on the value of each interaction to the business. In addition, Apropos provides contact centre managers with realtime information on all interaction types to manage, control and report on contact centre activity. The decision management capabilities of Apropos allow contact centre managers to track and analyse contact center performance on a historical basis, identifying business trends and areas for improvement.
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