He is one of a group of managers at a support center at Primavera's headquarters in Bala Cynwyd, PA, which answers calls between 8 am and 8 pm on weekdays. But the phone switch and the Onyx system did not communicate with each other so easily, which is why Primavera chose call routing software. Breneman says that the main reason for Primavera's selection was that Apropos was quick to enable its software to look up callers' records within Onyx's software before sending calls to reps. This capability is crucial to Primavera. Callers to the company's center in Bala Cynwyd first reach an IVR system that Apropos includes with its call routing software.
Callers enter serial numbers for their project management software from their touchtone phones.
Primavera's routing algorithm uses the serial numbers to identify callers and find out if their companies are entitled to support. If callers are not eligible for technical help, Primavera directs them to sales reps, who advise them on how to renew their companies' support contracts. Otherwise, a caller reaches one of between five and six agents. Callers indicate whether they have questions about or problems with Primavera's software, and agents consult records on their PCs to see if calls are about new or current support requests. Agents create or update the incident records the calls refer to, and they use Apropos' software to select which groups of support reps should handle calls.