Apropos Technology Powers Multi-Channel Contact Center at Arkansas Federal Credit Union; Credit union reduces abandonment rate a

Arkansas Federal Credit Union, with more than 59,000
members and nearly $400 million in total assets, is using
communications management software from Apropos(TM) Technology
(NASDAQ:APRS) to enhance its Customer Support Center operations.
Apropos has helped the credit union reduce customer abandonment by
two-thirds and improve its online support capabilities.
   On a monthly basis, Arkansas Federal Credit Union (AFCU) handles
an average of 35,000 member contacts. Facing an increase in abandoned
calls and requiring more comprehensive analysis of its contact center
operations, the credit union adopted the Apropos Interaction
Management Suite. By taking full advantage of the Apropos solution,
including its multi-channel functionality, voicemail self-service and
automatic callback options, AFCU has reduced customer abandonment from
15 percent to less than five percent.
   The software's reporting and tracking capabilities enable AFCU
management to analyze the productivity of the Customer Support Center
in real-time. Supervisors can now assess which customers are in queue,
determine average wait times and make staffing decisions to handle
peak call times. They also use Apropos-based reports to monitor and
manage contact center costs.
   "Our ability to provide customers with consistently high levels of
service has been vastly improved by making Apropos the 'hub' of our
customer support operations," said Craig Savell, executive vice
president at Arkansas Federal Credit Union. "By optimizing staffing
and redesigning work flow within our contact center, our agents are
more productive, eliminating the need to hire additional ones. Even
with inbound call volume increasing by 17 percent, Apropos has helped
us control expenses, while our agents have generated an additional $40
million in loans."
   Due to the growing number of AFCU members located overseas,
Apropos' Web chat and e-mail functionality have become increasingly
important to the organization. In addition to standard phone support,
it uses these online channels to maintain and strengthen relationships
with customers living outside the United States. Web chat and e-mail
enable the credit union to track the progress of customer inquiries
and distribute targeted messages more efficiently.
   "Arkansas Federal Credit Union has clearly demonstrated the
effectiveness of having a consolidated approach to multi-channel
communications," said John Cray, vice president of products at Apropos
Technology. "As AFCU is focused on building true one-to-one
relationships with its customers, it understands the value of
providing them with a choice in determining how they interact with the
organization."

   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 www.apropos.com.

   About Arkansas Federal Credit Union

   Arkansas Federal Credit Union is a member-owned financial
cooperative dedicated to being the primary financial institution for
all members by providing quality services while maintaining a strong
financial foundation. Founded in 1956, the company is headquartered in
Jacksonville, AR, and serves nearly 59,000 members worldwide.
Additional information about Arkansas Federal Credit Union can be
found at http://www.afcu.org/.