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Aptex Forms Strategic Partnership With Genesys/Adante

Aptex Software Inc., developer of the SelectResponse intelligent response system for online customer inquiries, formed a strategic partnership with Genesys Telecommunications Laboratories Inc. and its Adante subsidiary.

Aptex is a subsidiary of HNC Software Inc. The partnership is designed to allow the companies to provide a solution for companies that manage a large number of customer interactions via e-mail.

By combining Aptex's s content analysis and auto-response capabilities with Adante's routing, tracking, and reporting capabilities for messages requiring personal replies, enterprise customers will be able to optimize online customer service resources while reducing costs and improving service levels, the companies said.

"The SelectResponse-Adante combination is ideal for companies with high volumes of incoming customer e-mail," said John Gaffney, Aptex vice president of marketing. "Adante provides the infrastructure necessary for robust e-mail management, and SelectResponse delivers the intelligent automation companies need to achieve significant cost reductions."

The Genesys/Adante e-mail management software, Adante 2.0, is an open, standards-based solution designed to help companies route, respond to, track, and report on high volumes of customer e-mail. Companies can respond to customer requests using automated responses or by having agents in a support group respond personally to individual requests. Agents may use suggested responses, select alternate responses from the centralized library, or create custom replies.

Aptex SelectResponse software adds key functionality by installing a "virtual support team" to emulate and optimize human support activities, including modules for skill-based message routing, automated response, agent productivity enhancement and automated special offers and promotions.

"We have over 50 customers who selected the Genesys/Adante e-mail solution to manage the deluge of incoming e-mail that resulted from their corporate Web site," said Charles Knuff, president of Genesys' Adante division. "Now that these customers are able to manage their incoming e-mail using Adante, many of them are looking for ways to make the system more efficient and intelligent in order to reduce the volume of messages requiring personal attention."

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