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.
