Leveraging communications management technology to help organizations and their customers "experience the difference" will be the theme of the Apropos Technology user conference to be held September 11-14, 2005 at the InterContinental Hotel in Chicago. The Apropos World 2005 User Group will highlight best practices in contact center operations and customer experience management, as well as the latest trends in multi-channel customer support, business continuity planning and self-service applications.

Apropos World 2005, which is geared to contact center managers and practitioners, business managers, IT directors and analysts, will feature a variety of informational sessions conducted by leading organizations. Customers such as Advance Auto Parts, Cardiff Council, Fannie Mae, Symantec and Vinciti AQ will share best practices, challenges and successes in using Apropos' contact center software. Additionally, Dale Carey-Sher of IBM Business Consulting Services will discuss her experiences implementing Apropos at 40 different customer sites.



"Viva Exceptional Service! How Leading Organizations Are Rediscovering Success," will be the topic of the opening keynote address by Brad Cleveland, president and CEO of Incoming Calls Management Institute on Monday, September 12. Greg Oxton, executive director of the Consortium for Service Innovation, will present the concluding keynote of Apropos World, entitled "No More Tiers for Support," on Wednesday, September 14, in which he will provide examples of leading contact centers and how they are helping to build more collaborative enterprises.

John Cray, vice president of products at Apropos, will deliver an address highlighting the company's product vision on Tuesday, September 13. He will discuss the future development of Apropos' multi-channel software, as well as the company's vision for enhancing the customer experience through enhancements to communications management and customer service and support functions.

On the afternoons of September 12-13, five concurrent tracking sessions addressing a variety of topics will be held:

• The Technical track will focus on gaining comprehensive insights into agent and contact center activity, enhancing productivity and managing multiple contact centers.
• The Business track will address best practices with regard to business continuity, reporting, measuring customer satisfaction and minimizing tier escalation.
• The Panel track will provide attendees with the opportunity to interact with Apropos software engineers and make product development suggestions.
• The Demo track will feature demonstrations of the latest Apropos products, with a focus on real-time productivity and integration issues.
• The Service Application track will offer attendees information on enhancements to Apropos that provide the ability to track system-wide administrative or supervisory changes; to schedule, monitor and track adherence of agent workgroups; and to provide reporting flexibility through a tool that exports data to Microsoft Excel.

For more information or to register for the Apropos World 2005 User Group, please visit: http://www.apropos.com.