Apropos Enhances Customer Interaction Manager for BMC Software Remedy Solutions

Apropos Enhances Customer Interaction Manager for BMC Software
Remedy Solutions
New Plug-In Solution Advances Customer Support and Help Desk Operations By
Improving Customer Satisfaction and Reducing Contact Center Costs 


SAN JOSE, Calif., July 13  /PRNewswire-FirstCall/ -- BMC Remedy User Group
2005, Booth #102 -- Apropos(TM) Technology (NASDAQ:APRS), a leading provider of
contact center communications management solutions, today announced the latest
version of Customer Interaction Manager for BMC(R) Remedy(R). Extending the
solution's existing infrastructure by integrating Apropos v6.5 with BMC
Software's Remedy Customer Service and Support (CSS) suite, Customer
Interaction Manager for BMC Remedy provides an integrated communications
management and customer service and support application.

"Our customers use BMC Remedy Customer Service and Support suite to optimize
customer support operations," said Ken Jochims, senior product marketing
manager, Customer Service and Support Solutions at BMC Software. "The Apropos
CTI integration provides our customers with seamless access to a robust,
multi-channel contact center solution, helping them increase customer
satisfaction and agent effectiveness."

The plug-in Apropos interface in Customer Interaction Manager for BMC Remedy,
available from a browser through single sign-on access, provides contact
centers with a wide range of tools to ensure customer satisfaction. Focusing on
first contact resolution, Apropos' advanced Computer Telephony Integration
(CTI) delivers all the relevant information required to service customers on a
single screen, enabling agents to quickly and accurately resolve inquiries. In
addition to offering priority service to key customers, Apropos' intelligent,
skills-based routing sends customers to the agent most capable of handling
their inquiry.

Extending these capabilities, Apropos also offers "automated triage," enabling
organizations to further optimize first contact resolution and minimize the
number of agents interacting with each customer. The Apropos system identifies
the customer and the reason they are calling, and then routes the call to the
agent who is most qualified and available to resolve the issue. Additionally,
organizations can use service level agreements or participation in loyalty
programs to provide customers with preferential treatment with regard to where
they are placed in the queue.

Apropos' multi-channel communications support enables contact centers running
Customer Interaction Manager for BMC Remedy to reduce costs as well.
Voice-enabled and online self-service options offer fast and consistent
responses to customers seeking general information or responding to specific
promotions, freeing agents to resolve more complex customer issues. With
Apropos' Web chat, agents can achieve efficiencies by holding concurrent,
real-time interactions with multiple customers. The availability of integrated
communication tools, such as response libraries, access to interaction history
and one-click navigation, helps agents accelerate time-to-resolution, thereby
increasing customer satisfaction while also making themselves available for the
next interaction.

Apropos' comprehensive reporting capabilities are valuable to both contact
center managers and agents. Supervisors using Customer Interaction Manager for
BMC Remedy now have dual access to real time and historical customer
information for both issue and interaction handling. They can also measure
revenue generation through customer entitlement and flagging of service
contract renewals eligible for upgrades.

As Apropos offers detailed insights into a customer's interaction and contract
history, agents are better prepared to address specific inquiries within the
context of that customer's experience. By providing agents the ability to see,
in real time, whether they are meeting or exceeding their personal goals -- in
call handling times, hold times, or number of calls taken -- Customer
Interaction Manager for BMC Remedy impacts job satisfaction as well.

"The combination of BMC Software's experience in the customer support and help
desk space with Apropos' contact center footprint is a win-win for customers,"
said Tracy Askam, senior director of products at Apropos Technology.
"Organizations using Customer Interaction Manager for BMC Remedy expand their
ability to deliver a superior customer experience. Likewise, they empower
contact center agents with critical and timely information, helping them
achieve first call resolution and improve customer satisfaction overall."

In addition to the integration with BMC Software's Remedy Customer Service and
Support suite, Apropos also supports BMC Remedy Action Request System(R) and
BMC Remedy IT Service Management suite.

About Apropos Technology

Apropos Technology, Inc. (NASDAQ:APRS) develops communications management
solutions for contact center operations. Apropos solutions are largely used
when differentiated levels of service and support are required to effectively
service the customer base. Organizations rely on Apropos' solutions to
prioritize and intelligently route customers to the right service agent and
measure contact center performance as well as enhance business continuity
across the enterprise. Apropos solutions integrate with existing CRM systems to
manage and archive voice, e-mail, Web chat, VoIP or fax interactions. Founded
in 1989, the company serves over 300 clients worldwide from its corporate
headquarters in Oakbrook Terrace, IL, and from its European headquarters in the
United Kingdom. Additional information about Apropos and its solutions can be
found at http://www.apropos.com/ . 

DATASOURCE: Apropos Technology, Inc.



CONTACT:  Brian Schwartz of Apropos Technology, [phone],

ext. 233,  , or Dave Reiners of Tech Image Ltd.,

[phone],  



Web site:  http://www.apropos.com/ 

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