Wednesday October 8 10:10 AM EDT
Company Press Release
Apropos Technology and Remedy Corporation
Announce CTI Integration Partnership
OAKBROOK TERRACE, Ill. and MOUNTAIN VIEW, Calif. --(BUSINESS
WIRE)--Oct. 8, 1997--Apropos Technology, Inc., privately-held developer of total call center management software, today announced a partnership with Remedy Corporation (NASDAQ:RMDY). The relationship pairs Remedy's top-selling helpdesk product, Action Request System(TM), with Apropos' all-in-one client/server total call center management software.
Apropos' flagship product, Call Link, provides a client/server call distribution and management system that links corporate telephone systems, networks, and databases with related third party applications such as the corporate helpdesk. Customers who utilize Call Link along with Remedy's AR System can now easily automate callers, open trouble
ticket status, and send fax confirmations. Together, the technologies provide top-notch helpdesk support with added business process improvements and more automated functions.
''Remedy's Product Partners Program is designed to give customers an extensive list of choices along with the assurance that the integrations have not only been developed but documented, successfully deployed at customer sites, and will be supported by the partner,'' said Margaret Miller, manager of Remedy's Product Partners Program. ''We are pleased to add a high quality partner such as Apropos to our family of product integrations, to give customers yet another solution for their enterprise help desk systems.''
''More and more, corporate helpdesks are becoming a nucleus for a high volume of corporate customer service,'' said Jody Wacker, Apropos' VP of Marketing. ''Call Link provides helpdesk users and managers with an end-to-end view of a service call, which will aid customer satisfaction levels. The level of automation that can now be provided
between the two products is unmatched, helping to improve critical response times.''
The partnership contains both technical integration initiatives and joint marketing plans. Apropos has written an API to provide immediate and basic integration between Apropos' Call Link product suite and Remedy's AR System. Future joint development plans call for integrating specific application functions under a single user interface.
''Integration of CTI applications with the customer interaction software applications is a natural next step to take for corporations determined to improve as well as automate interactions with customers, partners, and employees,'' stated Bill Hills, an analyst with
Aberdeen Group. ''The partnership between Remedy and Apropos gives them an attractive way to do this, integrating native business applications with a very full set of call center automation technologies and services,'' stated Hills.
About the Action Request System
Remedy's AR System offers IT organizations an adaptable solution to consolidate the management of internal operations processes. The industry-leading application for automating internal help desks, the AR System also provides the scalability and flexibility necessary to automate other key business processes such as asset management and
change management. The AR System has a scalable, three-tier lient/server architecture, extensive integration capabilities, and unmatched customizability. These features allow the AR System to deliver the fastest path to a production solution, the ability to support global enterprise-wide deployments, and the adaptability to help organizations embrace change quickly and cost-efficiently.
About Remedy Corporation
Founded in 1990, Remedy(R) develops and markets adaptable applications for the consolidated operations management (COM) market. Cited by analyst organizations like META Group as one of the fastest growing areas for client/server applications, COM starts at internal help desk and expands to applications like change management and asset
management. As the leader for help desk solutions, Remedy products meet these needs. At the end of June 1997, Remedy had over 4250 customer sites, with more than 2200 customers worldwide. Remedy operates from headquarters in Mountain View, CA., with offices in Pleasanton, CA; New Jersey, Maryland, London, Frankfurt, Paris, and
Singapore.
About Call Link
Call Link provides a client/server call distribution and management system that links corporate telephone systems, networks, and databases with related third party applications, such as customer service, help desk, and sales automation. It is an integrated package of call center technologies which includes intelligent call distribution, interactive voice response, desktop CTI, integrated voice and fax messaging, and call
center management applications. By merging major call center technology disciplines into one integrated, total management system, Call Link provides call center managers with a superior level of visibility and control into the lifecycle of any call. This overall new concept reduces the complexity and cost of implementing call center automation and CTI. Call Link works with most existing PBX telephone systems, legacy databases and networks, and most third party call center applications.
About Apropos Technology
Apropos Technology, Inc. (formerly Teledata Solutions, Inc.) develops and markets the leading client/server Total Call Center Management(TM) System (TCCM) on the market. Call Link, the cornerstone of Apropos' product offering, is an integrated, ''all in one'' total call center management system that provides both switch and network independence
across single or multiple centers within a business enterprise. The system links corporate telephone systems, networks, and databases with existing third party business applications such as customer service, help desk, and sales force automation. With over fifty major customers, including 3Com (US Robotics), Pfizer, Pepsi Cola, Nestle, and Seagate, Apropos has established itself as the leader in TCCM solutions.
Contact:
Apropos Contact
Michelle Edelman, 630/472-9600, ext. 799
michelle.edelman@apropos.com
or
Remedy Contact
Melissa Malley, 650/903-5200
mmalley@remedy.com
or
Press Contact
Amy Greenberg, 312/644-8600
greenberga@ruderfinn.com
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