Call center operator APAC Customer Services Inc., Deerfield, IL, is set to announce today that Cisco Systems Inc., San Jose, CA, will provide the technology for APAC’s e-commerce customer relationship management platform. APAC said it would integrate the Cisco Collaboration Server, Cisco Media Blender and Cisco eMail Manager into the framework for its new e.PAC platform, which will enhance APAC’s ability to handle Web-based customer interactions.
The eMail Manager will allow APAC to process and track incoming e-mail messages, route them to the appropriate agents and suggest relevant responses. The Collaboration Server will allow APAC to offer split-screen and synchronized Web page viewing between customers and agents, and the Media Blender will enable APAC to offer its clients’ customers a variety of communications channels, including, text-based chat, e-mail, fax, phone and voice-over IP.
