Konica has selected the Apropos V4 e-mail and voice management solution for its National Systems Solutions Group, which supports direct sales offices, authorized dealers and resellers, as well as end-users for network printers, copiers and other office equipment.
Apropos V4 enables contact center agents to manage e-mail, web chat and callback, and voice customers in a single queue. This will enable reduce hold-times, automate answers, monitor support contacts, and shorten resolution time.
Future plans also include support for chat and callback services on the web.
Konica vice president of product development and support, Kevin Kern, stated: “With the growth of our office document business, and expansion into network services and enterprise print consulting, we wanted to ensure our support center had the tools to continue providing award-winning support.”
In addition to the Apropos solution, Konica uses Tivoli’s CRM product suite. The Apropos solution and the Tivoli CRM product suite provide “screen pops” to the agent so that when an interaction is taken all the information appears on the desktop.