APAC Customer Services Deploys Quintus CTI; Quintus' CTI Solution Now in Use At Five Major Contact Centers Nationwide.FREMONT, Calif.--(BUSINESS WIRE)--Sept. 7, 1999-- Quintus Corporation, provider of complete contact center solutions for customer relationship management (CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. ), today announced that APAC Customer Services
APAC Customer Services, Inc. is a provider of customer interaction solutions to large corporations in the communications, financial services, insurance, healthcare, logistics, publishing, and hospitality , the premier provider of outsourced CRM applications, has deployed Quintus CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. (TM) in its Davenport, Iowa Davenport is a city in the American state of Iowa that borders the Mississippi River. As of the 2000 census, the city had a total population of 98,359. A 2006 estimate tells that the city had grown slightly to 99,514. facility. This brings the total deployment of Quintus CTI within APAC Customer Services to 1,500 seats across five major hubs, including Davenport, Iowa; Waterloo, Iowa Waterloo is the county seat of Black Hawk County, Iowa, United States. As of the 2000 census, the city had a total population of 68,747. It belongs to the Cedar Falls-Waterloo Metropolitan Statistical Area, and is the larger of the two cities, by population. ; Cedar Rapids Cedar Rapids, city (1990 pop. 108,751), seat of Linn co., E central Iowa, on the Cedar River; inc. as a city 1856. The second largest city in Iowa, it is named for the surging rapids in the river. , Iowa; Oklahoma City Oklahoma City (1990 pop. 444,719), state capital, and seat of Oklahoma co., central Okla., on the North Canadian River; inc. 1890. The state's largest city, it is an important livestock market, a wholesale, distribution, industrial, and financial center, and a farm , Okla.; and LaCrosse lacrosse (ləkrôs`), ball and goal game usually played outdoors by two teams of 10 players each on a field 60 to 70 yd (54.86 to 64.01 m) wide by 110 yd (100.58 m) long. Two goals face each other 80 yd (73. , Wis. APAC Customer Services is one of the largest customer relationship marketing firms in the world. Providing its services to leading corporations, APAC APAC Australian Partnership for Advanced Computing APAC Agricultural Policy Analysis Center APAC Asia and Pacific APAC Asian Pacific American Coalition APAC Adapted Physical Activity Council (American Alliance for Health) serves as a seamless extension to their operations to attain, service and grow successful one-to-one customer relationships. APAC first implemented Quintus CTI in 1997 and utilizes Quintus CTI in its inbound centers. Agents in these centers respond to a variety of customer requests, such as activating a credit card or renewing subscriptions, and may also cross-sell and upsell. Agents at APAC may handle several customer campaigns or be responsible for information about several product lines from a single customer. Therefore, it is crucial that the right information arrive at the agent's screen to ensure seamless interaction with customers. Quintus CTI intelligently routes and manages inbound calls by integrating data from switches, voice response equipment and computers, ensuring that agents receive the appropriate customer and campaign information at the same time as the call. In addition, Quintus CTI functionality provides capabilities and features that help APAC increase operational efficiency and center profitability. During peak periods, agents who handle inbound calls using Quintus CTI can easily transition to outbound calls using the same Quintus CTI interface and features. This is also true for traditional outbound agents who are able to easily transition to inbound campaigns. This extension of Quintus CTI leverages existing infrastructure and maximizes current technology investments. "Because our customers trust us to build relationships with their customers, our ability to provide accurate information is critical to our success," said Ken Brande, Vice President, Technology of APAC. "Quintus CTI provides us with a supportable framework that has increased efficiency in our inbound centers and can readily adapt to our changing business needs." "Companies like APAC recognize that customer relationships are the key component of their clients' continued success," noted John Burke, President of Quintus. "Quintus is pleased with APAC's expanding use of Quintus CTI as a technology utilized to offer premium customer relationship management services to their blue chip clients." About APAC Founded in 1973 and headquartered in the Chicago suburb of Deerfield, Ill., with corporate offices located nationally and internationally, APAC Customer Services, Inc., is a premier supplier of outsourced customer relationship management. Today with more than 60 customer contact centers and nearly 20,000 employees, APAC is one of the largest and most technologically advanced providers of customer relationship management services. About Quintus Quintus Corporation provides contact center software that unites traditional call center technology with Internet communication, allowing businesses to build customer relationships, consistently and cost effectively, across a variety of media. The company's innovative eContact(TM) suite of software includes computer telephony integration Computer Telephony Integration - Computer Telephone Integration software and applications for customer relationship management, email response management See e-mail response management. , Web and e-commerce integration. Quintus' award-winning products help businesses build long-term customer relationships, and the company's customers include 13 of the Fortune 50 companies. In 1997, Quintus acquired Nabnasset Corporation, based in Acton, Mass. Quintus is privately held and based in Fremont, Calif. For more information about Quintus, call 800/337-8941, email sales@quintus.com, or access the World Wide Web at www.quintus.com. Note to Editors: eContact is a trademark and Quintus is a registered trademark of Quintus Corporation. All other company and product names are trademarks or registered trademarks of their respective holders. |
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