Apropos Technology's New Interaction Vault(TM) Improves Primavera System's Customer Support Center Performance

Ground-breaking Solution Increases Productivity and Improves Customer Service



Apr 03, 2001, 01:00 ET from Apropos Technology

    OAKBROOK TERRACE, Ill., April 3 /PRNewswire/ -- Apropos Technology, a
 leading provider of real time multi-channel interaction management solutions,
 today announced that Primavera Systems, Inc. was able to boost productivity
 and improve customer service in its contact center within one week of
 implementing Apropos Technology's Interaction Vault (iVault(TM)) application.
     (Photo:  http://www.newscom.com/cgi-bin/prnh/19991130/APROPOS )
     Primavera's customer support center recently upgraded to Apropos' newest
 version of its Multimedia Interaction Management Suite, Version 5, which
 includes an industry leading multi-channel archival application, Interaction
 Vault (iVault).  iVault's unique browser-based application creates an archived
 record of all customer interactions, including Web Chat, E-mail, Voice Mail
 and Voice conversations. Its extensive search capabilities allow contact
 center agents and supervisors to immediately view the entire history of single
 or multiple interactions based on customer, date, time or any other unique
 identifier, such as problem ticket or order number. From a single source,
 agents and supervisors can listen to past phone conversations, read past
 E-mail and Web Chat interactions, or even listen to historical Voice Mail
 messages.
     Within one week after implementation, Primavera's contact center
 management realized a significant reduction in research time. Before iVault,
 managers had to run multiple reports in order to review any customer
 interactions that had been handled, a tedious hour-long task performed two to
 three times a week. Using iVault, management can now review interactions in
 real-time, which has reduced the research time dramatically from three hours
 to less than 15 minutes per week. Primavera has also seen an improvement in
 data quality. For the first time, management can easily compare agent recorded
 interaction metrics and notes found in the center's CRM application to
 reality.  This comparison allows management to quickly audit agents and ensure
 quality service is provided.
     "Since the implementation of Apropos Technology's new iVault application,
 we are able to immediately view the entire history of all our customer
 interactions," said Daryl Breneman, Manager of Support, at Primavera. "In less
 than a week, iVault has made an impact on our support center by allowing
 agents to enhance productivity and offer improved quality assurance."
     "We are excited to be able to make an impact on Primavera's customer
 service in such little time," said Jody Wacker, Senior Vice President,
 Marketing, Apropos Technology. "With the enhanced Version 5 Multimedia Suite
 and iVault, we have provided our customers with a "best of breed" solution to
 manage all of their customer interactions and remain one-step ahead in today's
 competitive marketplace. Primavera's success with our new Version 5 product is
 a testament to the continued high quality innovative solutions we deliver,"
 added Wacker. "The 90% reduction in research time speaks for itself, and we
 look forward to helping all our customers realize significant measurable
 improvements in the service they provide."
     Apropos provides fully integrated multimedia capabilities that enable
 contact center agents to effectively manage all types of customer interactions
 -- E-mail, Web Chat and Web Callback, Voice and Fax -- in a single multimedia
 queue. Interaction Vault(TM) creates an archived record of each interaction
 and allows agents and supervisors to immediately view the entire history of
 any interaction.  This enterprise-class solution is designed for the needs of
 both traditional and emerging businesses, enabling them to manage all customer
 interactions with a guaranteed level of service. Using business-rules driven
 prioritization and escalation, companies can manage each interaction uniquely,
 based on its value to the business. In addition, Apropos provides contact
 center managers with real-time information on all interaction types to better
 manage, control and report on contact center activity.
 
     About Primavera Systems, Inc.
     Founded in 1983, Primavera Systems, Inc. is the leading provider of
 enterprise and Web-based project management, control and execution software.
 Primavera's innovative solutions help companies around the world achieve
 business success through project success. The company serves a broad range of
 industries, including aerospace and defense, automotive, chemical processing,
 construction, energy, engineering, financial services, manufacturing,
 pharmaceuticals, software development, technology, telecommunications and
 utilities. Primavera's core products include Primavera Enterprise (R),
 Primavera Project Planner(R) (P3(R)), Primavera Expedition(R),
 PrimeContract(R), Primavera TeamPlay(TM) and SureTrak Project Manager(R)
 (SureTrak(R)).
     The company is headquartered in Bala Cynwyd, a suburb of Philadelphia,
 Pennsylvania, with offices in Chicago, New Hampshire, New York, San Francisco,
 Hong Kong and London. Visit Primavera at http://www.primavera.com /.
 
     About Apropos Technology
     Apropos Technology, Inc. (Nasdaq:   APRS) develops and markets a leading
 real time, multi-channel interaction management application for managing
 customer interactions across a variety of communications media, including
 E-mail, Web and Voice. The solution enhances e-customer relationship
 management applications, such as e-sales, e-marketing and e-service, through
 intelligent, value-based management of all interactions. It offers on-line
 customers the flexibility to interact with businesses over the Internet,
 through E-mail or Web collaboration, and provides access to human assistance
 through either an interactive Web Chat or Voice interaction, to help in
 completing a sales or service transaction. Apropos Technology is headquartered
 in Oakbrook Terrace, IL, and has more than 250 clients worldwide. Additional
 information about Apropos and its products can be found at
 http://www.apropos.com .
 
     The Apropos Technology statements contained in this press release that are
 not purely historical are forward-looking statements within the meaning of
 Section 21E of the Securities and Exchange Act of 1934, including statements
 regarding Apropos Technology's expectations, goals, beliefs, targets, hopes,
 intentions or strategies regarding the future.  Forward-looking statements
 include statements regarding product introduction and acceptance, future
 sales, profitability and results, gross margins, additional offices and
 financial stability.  These forward-looking statements are subject to various
 risks and uncertainties as more fully set forth under the caption "Risk
 Factors" in Apropos Technology's Registration Statement on Form S-1 and under
 the caption "Risk Factors Associated with Apropos' Business and Future
 Operating Results" in Apropos Technology's Annual Report on Form 10-K for the
 year ended December 31, 2000, each as filed with the Securities and Exchange
 Commission.  Apropos Technology's actual results and the timing of certain
 events may differ significantly from the results discussed in the forward-
 looking statements.  Apropos Technology makes no commitment to disclose any
 revisions to forward-looking statements, or any facts, events or circumstances
 after the date hereof that may bear upon forward-looking statements.
 
 

SOURCE Apropos Technology
    OAKBROOK TERRACE, Ill., April 3 /PRNewswire/ -- Apropos Technology, a
 leading provider of real time multi-channel interaction management solutions,
 today announced that Primavera Systems, Inc. was able to boost productivity
 and improve customer service in its contact center within one week of
 implementing Apropos Technology's Interaction Vault (iVault(TM)) application.
     (Photo:  http://www.newscom.com/cgi-bin/prnh/19991130/APROPOS )
     Primavera's customer support center recently upgraded to Apropos' newest
 version of its Multimedia Interaction Management Suite, Version 5, which
 includes an industry leading multi-channel archival application, Interaction
 Vault (iVault).  iVault's unique browser-based application creates an archived
 record of all customer interactions, including Web Chat, E-mail, Voice Mail
 and Voice conversations. Its extensive search capabilities allow contact
 center agents and supervisors to immediately view the entire history of single
 or multiple interactions based on customer, date, time or any other unique
 identifier, such as problem ticket or order number. From a single source,
 agents and supervisors can listen to past phone conversations, read past
 E-mail and Web Chat interactions, or even listen to historical Voice Mail
 messages.
     Within one week after implementation, Primavera's contact center
 management realized a significant reduction in research time. Before iVault,
 managers had to run multiple reports in order to review any customer
 interactions that had been handled, a tedious hour-long task performed two to
 three times a week. Using iVault, management can now review interactions in
 real-time, which has reduced the research time dramatically from three hours
 to less than 15 minutes per week. Primavera has also seen an improvement in
 data quality. For the first time, management can easily compare agent recorded
 interaction metrics and notes found in the center's CRM application to
 reality.  This comparison allows management to quickly audit agents and ensure
 quality service is provided.
     "Since the implementation of Apropos Technology's new iVault application,
 we are able to immediately view the entire history of all our customer
 interactions," said Daryl Breneman, Manager of Support, at Primavera. "In less
 than a week, iVault has made an impact on our support center by allowing
 agents to enhance productivity and offer improved quality assurance."
     "We are excited to be able to make an impact on Primavera's customer
 service in such little time," said Jody Wacker, Senior Vice President,
 Marketing, Apropos Technology. "With the enhanced Version 5 Multimedia Suite
 and iVault, we have provided our customers with a "best of breed" solution to
 manage all of their customer interactions and remain one-step ahead in today's
 competitive marketplace. Primavera's success with our new Version 5 product is
 a testament to the continued high quality innovative solutions we deliver,"
 added Wacker. "The 90% reduction in research time speaks for itself, and we
 look forward to helping all our customers realize significant measurable
 improvements in the service they provide."
     Apropos provides fully integrated multimedia capabilities that enable
 contact center agents to effectively manage all types of customer interactions
 -- E-mail, Web Chat and Web Callback, Voice and Fax -- in a single multimedia
 queue. Interaction Vault(TM) creates an archived record of each interaction
 and allows agents and supervisors to immediately view the entire history of
 any interaction.  This enterprise-class solution is designed for the needs of
 both traditional and emerging businesses, enabling them to manage all customer
 interactions with a guaranteed level of service. Using business-rules driven
 prioritization and escalation, companies can manage each interaction uniquely,
 based on its value to the business. In addition, Apropos provides contact
 center managers with real-time information on all interaction types to better
 manage, control and report on contact center activity.
 
     About Primavera Systems, Inc.
     Founded in 1983, Primavera Systems, Inc. is the leading provider of
 enterprise and Web-based project management, control and execution software.
 Primavera's innovative solutions help companies around the world achieve
 business success through project success. The company serves a broad range of
 industries, including aerospace and defense, automotive, chemical processing,
 construction, energy, engineering, financial services, manufacturing,
 pharmaceuticals, software development, technology, telecommunications and
 utilities. Primavera's core products include Primavera Enterprise (R),
 Primavera Project Planner(R) (P3(R)), Primavera Expedition(R),
 PrimeContract(R), Primavera TeamPlay(TM) and SureTrak Project Manager(R)
 (SureTrak(R)).
     The company is headquartered in Bala Cynwyd, a suburb of Philadelphia,
 Pennsylvania, with offices in Chicago, New Hampshire, New York, San Francisco,
 Hong Kong and London. Visit Primavera at http://www.primavera.com /.
 
     About Apropos Technology
     Apropos Technology, Inc. (Nasdaq:   APRS) develops and markets a leading
 real time, multi-channel interaction management application for managing
 customer interactions across a variety of communications media, including
 E-mail, Web and Voice. The solution enhances e-customer relationship
 management applications, such as e-sales, e-marketing and e-service, through
 intelligent, value-based management of all interactions. It offers on-line
 customers the flexibility to interact with businesses over the Internet,
 through E-mail or Web collaboration, and provides access to human assistance
 through either an interactive Web Chat or Voice interaction, to help in
 completing a sales or service transaction. Apropos Technology is headquartered
 in Oakbrook Terrace, IL, and has more than 250 clients worldwide. Additional
 information about Apropos and its products can be found at
 http://www.apropos.com .
 
     The Apropos Technology statements contained in this press release that are
 not purely historical are forward-looking statements within the meaning of
 Section 21E of the Securities and Exchange Act of 1934, including statements
 regarding Apropos Technology's expectations, goals, beliefs, targets, hopes,
 intentions or strategies regarding the future.  Forward-looking statements
 include statements regarding product introduction and acceptance, future
 sales, profitability and results, gross margins, additional offices and
 financial stability.  These forward-looking statements are subject to various
 risks and uncertainties as more fully set forth under the caption "Risk
 Factors" in Apropos Technology's Registration Statement on Form S-1 and under
 the caption "Risk Factors Associated with Apropos' Business and Future
 Operating Results" in Apropos Technology's Annual Report on Form 10-K for the
 year ended December 31, 2000, each as filed with the Securities and Exchange
 Commission.  Apropos Technology's actual results and the timing of certain
 events may differ significantly from the results discussed in the forward-
 looking statements.  Apropos Technology makes no commitment to disclose any
 revisions to forward-looking statements, or any facts, events or circumstances
 after the date hereof that may bear upon forward-looking statements.
 
 SOURCE  Apropos Technology