JDE buys into contact centre technology

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J.D. Edwards is to embed a private-label version of Apropos’ Multi-channel Interaction Management Suite within its own CRM software.

The aim is to deliver a software-based “universal queuing” environment embedded within the J.D. Edwards CRM application suite. The end result is intended to enable contact centre customers with an environment for handling both real time customer communications, including voice, voice-over-IP (VoIP), e-mail, Web collaboration, and fax, in the same unified queue with case-based events triggered by their CRM application.

J.D. Edwards claims that when the embedding has been completed, it will be the first company in the industry to offer what it calls a “totally unified queue” that can prioritise, escalate, and report on all interactions in the call centre. This queue will be driven through one set of business rules, one set of user profiles, and one common reporting engine.

“Over the past couple of years, driven by the continuous pressure on reducing costs and retaining customers, the traditional contact centre now finds itself in a very difficult predicament,” said Kevin Kerns, CEO of Apropos Technology.

“Contact centres have purchased too many “siloed” applications to manage. They do not have enough staff to support and maintain the integrity of the applications and continue to incur huge costs to maintain the systems on a year over year basis.”

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