RealTime IT News

ASPs Collaborate to Deliver Applications on Demand

Merging legacy network functions in real-time routinely requires that application service providers' pool their resources to deliver the goods.

Corio Inc. and Apropos Technology Inc. are two of the latest ASPs to co-mingle systems in search of delivering superior customer relationship management interaction.

Corio Tuesday implemented Apropos' Total Interaction Management programming through Apropos external technical customer support facilities in California.

Apropos is set to integrate Corio's current Siebel Systems Inc. back-office functions with its own brand of e-mail and voice-based customer management solutions.

The Apropos integration scheme helps Corio provide interactive customer services, which allow clients to contact Corio through multiple means. With the Apropos' solution in place, customers calling Corio over a toll-free number or via e-mail are almost immediately connected to a client services consultant.

Cheryl Shelmadine, Corio technology, productivity and quality manager, said the Apropos' solution enables it to efficiently route incoming e-mails or voice calls to the appropriate consultants to address clients operational issues.

"With the implementation of the Apropos solution, we can provide a higher level of personalized service in responding to e-mails quickly and effectively," Shelmadine said. "We can route incoming interactions based on skill sets and dedicated team support."

Corio tapped into Apropos CRM solutions because it can provide customers with a seamless end-to-end multimedia solution over a single, integrated platform. Apropos technology allows Corio provide the real-time support that identifies, prioritizes, and routes customer interactions to the most appropriate agent throughout the entire enterprise.

Jody Wacker, Apropos vice president of marketing, said its technology would help Corio provide consistent customer communication to build rock-solid customer relationships.

"The multi-media solution provided by Apropos will enable Corio to provide the best possible customer care," Wacker said, "a key differentiator in this fast moving, highly competitive, Internet environment."

Apropos' Total Interaction Management provides fully integrated multi-media capabilities that enable contact center agents to juggle various types of customer contact including e-mail, Web chat, Web callback, and traditional voice calls.

Additionally, Apropos provides contact center managers with real-time information about each interaction method to better manage, control and report customer center activities.