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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 Adj. 1. mutually beneficial - mutually dependent
interdependent, mutualist

dependent - relying on or requiring a person or thing for support, supply, or what is needed; "dependent children"; "dependent on moisture"
 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 (Public Switched Telephone Network) The worldwide voice telephone network. Once only an analog system, the heart of most telephone networks today is all digital. In the U.S.  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 (Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents.  capabilities, and also enables IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. , 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 The initiation of a call to a call center from a Web page. The user clicks a button on the page, and the response can be processed in several ways: (1) it can link the customer to a form that is filled out to schedule a callback, (2) it can generate an Internet telephony connection  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 URL
 in full Uniform Resource Locator

Address of a resource on the Internet. The resource can be any type of file stored on a server, such as a Web page, a text file, a graphics file, or an application program.
 response library and the ability to manage any type of customer contact through a single, unified interface are product staples staples

U-shaped stainless steel or vitallium units with sharp points used for surgical fixation.


epiphyseal staples
used to staple epiphysis to metaphysis; have metal bracing at the corners.
.

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 An earlier relational DBMS from Sybase and from Microsoft. Sybase introduced SQL Server in 1988 for various Unix versions. In that same year, with help from IBM, Sybase created an OS/2 version that Microsoft licensed and branded as Microsoft SQL Server.  support, PCI (1) (Payment Card Industry) See PCI DSS.

(2) (Peripheral Component Interconnect) The most widely used I/O bus (peripheral bus).
 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 Inserted into. See embedded system.  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.
COPYRIGHT 2001 Technology Marketing Corporation
No portion of this article can be reproduced without the express written permission from the copyright holder.
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.
Next Article:Control-F1.
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