Aspect Customer HarborOne Wins Business Collaboration Award

Aspect, a provider of customer contact and Microsoft (News - Alert) platform solutions, announced that one of its customers, HarborOne, a top credit union in the United States, has received the 2011 Business Collaboration Leadership Award from leading business and IT research and advisory services firm Ventana Research.

"We're delighted to have been recognized by Ventana Research for this award, especially as collaboration within our own organization has been a key component to delivering the best service to our customers," said Wayne Dunn, senior vice president and CTO, HarborOne, in a statement.

The credit union was recognized for their multichannel customer contact strategy and for leveraging unified communications and collaboration (UC&C) technologies to consistently deliver the best possible service to customers and to grow the credit union's business, according to company officials.

Dunn acknowledged that the combination of UC&C technologies from Aspect (News - Alert) and Microsoft has helped the credit union lay the framework and foundation for the next generation of customer contact and continue to explore new and innovative ways to improve their business.

HarborOne selected Seamless Customer Service from Aspect to build an intelligent, customer-centric enterprise connected and empowered by unified communications (UC) and other vital next-generation business technologies that will improve the activities of the organization.

Aspect’s solution delivered ease of use and manageability, extensive yet simple reporting options, call monitoring and recording, as well as skills-based routing and the ability to track calls through resolution. The solution unites inbound routing and voice portal capabilities to reduce cost-per-customer inquiry through Aspect's next generation customer contact platform, Aspect Unified IP.

One of the reasons behind choosing Aspect was the tight integration of Seamless Customer Service  with Microsoft Lync, enabling real-time, collaborative information sharing between agents, enterprise experts, and even customers and external partners.

"HarborOne is a great example of an organization really taking that next step by tapping into the enterprise and using UC&C to deliver exceptional results," said Serge Hyppolite, vice president of product management, Aspect, in a statement. "We congratulate them not only with the award, but the continual effort and demonstration of thought leadership within the industry."

According to Aspect, streamlined business processes, powered by unified communications and collaboration technologies, allow agents, supervisors, administrators and IT support staff to perform their specific roles more efficiently and effectively. It will also allow them to meet KPI targets and broader business objectives.

By deploying Aspect’s UC&C solution, HarborOne saved an estimated $150,000 by replacing its legacy data lines with SIP trunking. Further the credit union saved approximately $100,000 on travel costs using video and Web conferencing capabilities. It reduced missed customer calls by 2-3 percent within the first two months of customer contact solution's deployment

Earlier in December, Aspect, announced it has updated validations of AMC Technology's Aspect Unified IP 7 CRM Connector to include the latest releases of Oracle (News - Alert) Siebel and SAP Customer Relationship Management (SAP CRM).

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO East 2012, taking place Jan. 31-Feb. 3 2012, in Miami, FL. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO registration click here.

Stay in touch with everything happening at ITEXPO. Follow us on Twitter.