• March 28, 2002
  • By David Myron, Editorial Director, CRM and Speech Technology magazines and SmartCustomerService.com

PeopleSoft Partners for Single View

Not all customers touch a company the same way, and keeping track of a customer's single and multiple touch point interactions within an organization can be a daunting task, especially for call center representatives that need information real-time. For one, PeopleSoft is doing its part in creating a single view of clients across the enterprise by partnering with Apropos Technology, a provider of real-time multi-channel interaction management solutions, based in Oakbrook Terrace, Ill. The agreement comes less than two weeks after Apropos Technology was awarded the "Best of Show" award at the Internet Telephony show in Miami, Fla. Apropos Technology is PeopleSoft's first partner to achieve certification of a multi-channel solution, integrating voice, e-mail, and Web communication channels. The Apropos Interaction Management Platform, enables management of interactions from inbound calls, outbound calls, voice mail, e-mail, Web chat, Web collaboration and Web callback. The platform integrates with leading enterprise applications and communications infrastructures including circuit-switched and IP-based voice, wireless, and the Internet. The integration of Apropos Version 5 with PeopleSoft CRM can improve call routing, automatically deliver end-user information to tele-sales, service, support and help desk agents, provide customers with self-service capabilities, and offer managers reporting and management tools designed to lower support costs and increase customer satisfaction. "Through the Apropos integration to PeopleSoft CRM, joint customers are provided with a multi-channel view of all customer interactions at all touch points," said Stan Swete, general manager of the CRM Division at PeopleSoft in a prepared statement. "The deployment of this pre-built integration is expected to enable companies to build dynamic customer relationships and deliver superior customer care - both of which drive revenue growth and improved customer satisfaction."
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