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Apropos Technology, Inc.

Multimedia Suite Version 5

Successful contact centers today need the ability to interact with customers on all communication levels: traditional voice interactions, e-mail and all Web-based forms of communications. What's important to consumers, and what determines if a consumer becomes a repeat customer is receiving the best service possible. A company that provides well-informed customer service representatives who project a sharp company image further assures customers that they have purchased the right product. Apropos Technology not only provides "the next-generation of interaction management software" with Version 5 of its Multimedia Suite, but also furnishes the unique Interaction Vault (iVault) to help ensure long and mutually beneficial customer relationships.

Apropos describes iVault as a "unique application that is the first in the industry to provide instant access to customer interaction history by creating an archived record of all customer interactions." IVault provides a single source of intellectual capital, or intellectual property, comprising all past company and customer interactions regardless of medium: Web chat, e-mail, voice mail and traditional voice. Search capabilities allow agents to query for specific information using a variety of different criteria, or the option of viewing entire account histories.

Because Apropos is a standards-setting enterprise, it has developed and continues to improve upon an impressive feature set. E-mail management is a necessity for any contact center. Apropos' E-mail Management uses its version of skills-based routing to classify and route e-mail to the best-qualified representative for accurate and timely response. The e-mail viewer provides new features such as Auto-Suggest, which assists agents with a quick response to common questions by furnishing detailed answers. While the PSTN has become the means for many consumers to establish contact with a company, Version 5 provides customizable voice features such as text-to-speech automation and ACD capabilities, and also enables IVR, voice mail management, call blending and abandoned call management.

Today, many consumers enjoy the convenience the Web affords, recognizing it as their first choice to engage in commerce, the initiation of follow-up service and product support. Apropos' Web application features iType, which replaces Web callback and allows a customer to type a written request or schedule a time for a call-back. Web chat supports simultaneous requests and VoIP-enabled Web chat. Assisted form filling, co-navigation, URL response library and the ability to manage any type of customer contact through a single, unified interface are product staples.

Multimedia Suite's new and innovative additions such as iVault, major reporting features such as enhanced browser-based Decision Maker and Personal Reporting, SQL Server support, PCI and T1/E1 support and Version 5 Task Management have cast a new and exciting foundation for this solution. Multimedia Suite Version 5 provides cutting-edge features and technology embedded within a proven, deep and feature-rich application developed by Apropos Technology, a company that currently has more than 250 clients worldwide. Exceptional human assistance via interactive Web chat or voice interaction is Apropos' definition of innovation, and we compliment Apropos on a job well done.
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Copyright 2001, Gale Group. All rights reserved. Gale Group is a Thomson Corporation Company.

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Title Annotation:Apropos Multimedia Suite 5.0 and iVault
Publication:Customer Interaction Solutions
Geographic Code:1USA
Date:Sep 1, 2001
Words:491
Previous Article:TMC[TM] Labs Innovation Awards 2001.
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