Apropos Technology manages every aspect of voice communications for your call center. The product handles inbound calls, outbound calls, voice mail, and abandoned calls, as well as supports traditional PBX, Centrex, or VoIP environments.
The solution uses your data to define customer value or request urgency and prioritizes every inbound or outbound call based on your business rules.
Apropos IVR/CTI intelligent routing and management tools provide cost savings through self-service and agent productivity, along with increased customer satisfaction through lowered abandon rates and decreased time-to-resolution.
CTI/IVR highlights:
Interactive Voice Response (IVR) provides customer identification and self-service options for frequently asked questions.
Intelligent Data-directed Routing increases first-call resolution by directing the call to the right person.
Computer Telephony Integration (CTI) links to existing enterprise applications to optimize productivity with real-time screen pops and other tools.
Queued Voice Mail routes messages to a skill group rather than an individual, to reduce follow-up time.
Abandoned Call Management lowers abandon rates by offering self-service options and callback options.
Voice Recording and Quality Monitoring ensures rapid quality assurance or problem resolution via flexible call recording.
Reporting and Performance Monitoring provides visibility to all levels of management and empowers rapid decision-making.
Prioritization Rules and Visual Queuing enables timely response to the most important customers and agent empowerment to handle known customers.
