Web

Real-time web communication

Apropos allows you to web-enable your call center and provide cost-effective alternatives for communicating with your customers over the Internet.

The solution enables a customer navigating your web site to request a live chat in real-time, or to schedule a callback at a predetermined time.

All web-enabled interactions are prioritized and routed based on the customer’s needs and value to your organization.

Agents may simultaneously handle multiple chat sessions, with tools available to push web pages to the customer or even perform full co-navigation to walk the customer through complex web tasks or information.

Apropos Web is built to help you make every web site experience for your customer a success.

Key capabilities:

Use Web Chat to lower cost via agent multitasking and moving customers to your web site
Web Collaboration and Co-browsing provides a “personal assistant” approach to navigating your web site
Scheduled or On-Demand Web Callback offers voice-enabled assistance to customers, and works with any voice path (traditional or Internet-based)
Intelligent Data-directed Routing decreases resolution time by directing the web request to the right person
Web Archival and History ensures rapid quality assurance or problem resolution via searchable transcripts
Web Productivity Tools enable faster, more accurate conversations, targeted to specific customer priorities and needs
Reporting and Performance Monitoring provides visibility to all levels of management and empowers rapid decision making
Prioritization Rules and Visual Queuing enable timely response to the most important customers and agent empowerment to handle known customers