Apropos Technology Releases Apropos for Customer Support; Genpass impl

    Business Editors

    OAKBROOK TERRACE, Ill.--(BUSINESS WIRE)--March 15, 2005--Apropos Technology (NASDAQ:APRS), a leading provider of contact center communications management solutions, today announced the general availability of Apropos for Customer Support(TM), a new product and services bundle for its award-winning multi-channel interaction management solution developed specifically for customer support applications.
    The product bundle enables support centers to deliver exceptional service to customers, while contributing to support cost reduction. Apropos for Customer Support puts the advanced capabilities of the Apropos product suite within reach of all customer and technical support contact centers that wish to provide exceptional, cost-effective customer support and service using the industry's leading "all in one" contact center communications management solution.
    Apropos for Customer Support provides the multi-channel interaction management capabilities needed to monitor and maintain service level agreements, increase customer satisfaction and leverage increasingly-popular contact channels such as e-mail and live web chat. In addition to providing a universal queue for all incoming communications and intelligent, skills-based routing, Apropos for Customer Support delivers a comprehensive set of real-time management and historical reporting tools that can be set to a center's specific business rules. These capabilities are essential for support centers offering varying levels of support based on customer contracts and agreements.
    For instance, using Apropos, a technical support center can prioritize and intelligently route voice, voicemail, e-mail, Web or fax contacts. This ensures that, by rule, any and all contacts made by customers entitled to the highest-level of support are responded to first and by the most appropriate support representative. The product also provides guaranteed e-mail response times, and supports live assistance over the Internet.
    "Apropos for Customer Support has helped Genpass to turn our contact center into the hub of our business. Taking advantage of the product's purpose-built attributes for customer support, we were able to reduce hold times from 3 minutes to under 30 seconds and it has also helped us increase our first-call resolution rates while decreasing our inbound call volume by 40% compared to what it was before we installed Apropos. Apropos for Customer Support enables first-interaction resolution to occur at any level within our company, and removes any manual escalation and notification required to leverage company-wide resources in the interaction management process," said Patrick Law, Vice President of Operations at Genpass. Based in Irving, Texas, Genpass, Inc., manages the MoneyPass EFT Network - the nation's fastest-growing surcharge-free network and second largest ATM driver.

    Availability and Pricing

    Apropos for Customer Support(TM) is available now through Apropos and its authorized reselling partners. Additional information is available at www.apropos.com.

    About Apropos Technology

    Apropos Technology, Inc. (Nasdaq: APRS) develops communications management solutions for contact center operations and customer experience management. Apropos solutions are largely used in customer service and support applications for technical products and credit union member contact centers. Apropos solutions integrate with existing systems to provide multi-channel interaction management and a single, universal queuing system. Organizations rely on Apropos to differentiate, prioritize and intelligently route customers to the right agent across voice, voicemail, e-mail, web chat, VoIP, and fax communications. Founded in 1989, the company serves over 300 clients worldwide from its corporate headquarters in Oakbrook Terrace, Ill., and from its European headquarters in the United Kingdom. Additional information about Apropos and its solutions can be found at www.apropos.com.

    About Genpass Inc.

    Genpass, Inc., manager and operator of the MoneyPass(R) EFT network through its Irving, Texas-based subsidiary Genpass Technologies(R), LLC, is also a leading provider of EFT Services. Genpass Technologies, which drives ATMs and processes cards in all 50 states, is listed in ATM and Debit Card News (July 25, 2003) as the second largest third party ATM driver in the U.S. and in The EFT Data Book (2003 edition) as one of the largest transaction processors in the U.S., driving approximately 31,000 ATMs located throughout the country. Genpass processes over 360 million transactions annually. Genpass is the only top processor to offer a vertically integrated product suite that includes every aspect of ATM driving, transaction processing, debit card and specialty card services, plus ATM maintenance and service from a single source. For more information, visit www.Genpass.com or www.MoneyPass.com.

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CONTACT: Tech Image Ltd. Dave Reiners, 847-279-0022, ext 233 dave.reiners@techimage.com

KEYWORD: ILLINOIS INDUSTRY KEYWORD: ADVERTISING/MARKETING COMPUTERS/ELECTRONICS BANKING TELECOMMUNICATIONS SOFTWARE SOURCE: Apropos Technology

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