Apropos Technology and Remedy Corporation Announce CTI Integration Partnership.--(BUSINESS WIRE)--Oct. 8, 1997--Apropos Technology, Inc., privately-held developer of total call center management software, today announced a partnership with Remedy Corporation (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on :RMDY). The relationship pairs Remedy's top-selling helpdesk product, Action Request System(TM), with Apropos' all-in-one client/server total call center management software. Apropos' flagship product A primary product of a company, which is typically why the company was founded and/or what made it well known. For example, MS-DOS, Windows and the Microsoft Office suite have been flagship products of Microsoft. CorelDRAW is a flagship product of Corel Corporation. , Call Link, provides a client/server call distribution and management system that links corporate telephone systems, networks, and databases with related third party applications such as the corporate helpdesk. Customers who utilize Call Link along with Remedy's AR System can now easily automate callers, open trouble ticket status, and send fax confirmations. Together, the technologies provide top-notch helpdesk support with added business process improvements and more automated functions. "Remedy's Product Partners Program is designed to give customers an extensive list of choices along with the assurance that the integrations have not only been developed but documented, successfully deployed at customer sites, and will be supported by the partner," said Margaret Miller, manager of Remedy's Product Partners Program. "We are pleased to add a high quality partner such as Apropos to our family of product integrations, to give customers yet another solution for their enterprise help desk systems." "More and more, corporate helpdesks are becoming a nucleus for a high volume of corporate customer service," said Jody Wacker Wacker may refer to:
The partnership contains both technical integration initiatives and joint marketing plans. Apropos has written an API (Application Programming Interface) A language and message format used by an application program to communicate with the operating system or some other control program such as a database management system (DBMS) or communications protocol. to provide immediate and basic integration between Apropos' Call Link product suite and Remedy's AR System. Future joint development plans call for integrating specific application functions under a single user interface. "Integration of 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. applications with the customer interaction software applications is a natural next step to take for corporations determined to improve as well as automate interactions with customers, partners, and employees," stated Bill Hills, an analyst with Aberdeen Group Aberdeen Group is a provider of business-related research services. It has its headquarters in Boston, Massachusetts and belongs to the Harte-Hanks group. Founded in 1988, Aberdeen's research is used by over 2. . "The partnership between Remedy and Apropos gives them an attractive way to do this, integrating native business applications with a very full set of call center automation technologies and services," stated Hills. About the Action Request System Remedy's AR System offers IT organizations an adaptable solution to consolidate the management of internal operations processes. The industry-leading application for automating internal help desks, the AR System also provides the scalability and flexibility necessary to automate other key business processes such as asset management and change management. The AR System has a scalable, three-tier client/server A three-way interaction in a client/server environment, in which the user interface is stored in the client, the bulk of the business application logic is stored in one or more servers, and the data are stored in a database server. See client/server. architecture, extensive integration capabilities, and unmatched customizability. These features allow the AR System to deliver the fastest path to a production solution, the ability to support global enterprise-wide deployments, and the adaptability to help organizations embrace change quickly and cost-efficiently. About Remedy Corporation Founded in 1990, Remedy(R) develops and markets adaptable applications for the consolidated operations management Operations management is an area of business that is concerned with the production of goods and services, and involves the responsibility of ensuring that business operations are efficient and effective. (COM (1) (Computer Output Microfilm) Creating microfilm or microfiche from the computer. A COM machine receives print-image output from the computer either online or via tape or disk and creates a film image of each page. ) market. Cited by analyst organizations like META Group as one of the fastest growing areas for client/server applications, COM starts at internal help desk and expands to applications like change management and asset management. As the leader for help desk solutions, Remedy products meet these needs. At the end of June 1997, Remedy had over 4250 customer sites, with more than 2200 customers worldwide. Remedy operates from headquarters in Mountain View, CA., with offices in Pleasanton, CA; New Jersey, Maryland, London Coordinates: Maryland, London is the northeastern part of Stratford in the London Borough of Newham. It borders Leytonstone to the north, Stratford New Town to the west and Forest Gate to the east, with the centre of Stratford to the south. , Frankfurt, Paris, and Singapore. About Call Link Call Link provides a client/server call distribution and management system that links corporate telephone systems, networks, and databases with related third party applications, such as customer service, help desk, and sales automation Sales Automation - Sales Force Automation . It is an integrated package of call center technologies which includes intelligent call distribution, interactive voice response, desktop CTI, integrated voice and fax messaging, and call center management applications. By merging major call center technology disciplines into one integrated, total management system, Call Link provides call center managers with a superior level of visibility and control into the lifecycle of any call. This overall view concept reduces the complexity and cost of implementing call center automation and CTI. Call Link works with most existing PBX (Private Branch eXchange) An inhouse telephone switching system that interconnects telephone extensions to each other as well as to the outside telephone network (PSTN). telephone systems, legacy databases and networks, and most third party call center applications. About Apropos Technology Apropos Technology, Inc. (formerly Teledata Solutions, Inc.) develops and markets the leading client/server Total Call Center Management(TM) System (TCCM TCCM Transfer Case Control Module (automotive) TCCM Technical Committee on Computational Medicine (IEEE Computer Society) ) on the market. Call Link, the cornerstone of Apropos' product offering, is an integrated, "all in one" total call center management system that provides both switch and network independence across single or multiple centers within a business enterprise. The system links corporate telephone systems, networks, and databases with existing third party business applications such as customer service, help desk, and sales force automation Automating the sales activities within an organization. A comprehensive SFA package provides such functions as contact management, note and information sharing, quick proposal and presentation generation, product configurators, calendars and to-do lists. . With over fifty major customers, including 3Com (US Robotics US Robotics - U.S. Robotics, Inc. ), Pfizer, Pepsi Cola, Nestle, and Seagate, Apropos has established itself as the leader in TCCM solutions. CONTACT: Apropos Contact Michelle Edelman, 630/472-9600, ext. 799 michelle.edelman@apropos.com or Remedy Contact Melissa Malley, 650/903-5200 mmalley@remedy.com or Press Contact Amy Greenberg, 312/644-8600 greenberga@ruderfinn.com |
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