Contact Center Solutions Featured Article

Cellular One Improves Processes, Deploys Aspect Unified IP and Productive Workforce

October 26, 2012

Aspect (News - Alert) Software, a leading provider of customer contact and enterprise workforce optimization, recently made the announcement that Cellular One has now integrated the full Aspect suite of products with Aspect Unified IP and Productive Workforce to improve its overall efficiency.

Aspect Unified IP solution simplifies and manages interactions flexibly for operational efficiencies and to increase cost savings, serving as a complete software-based unified platform for next generation customer contact. It is the next-generation customer contact solution that unites Voice portal, inbound, outbound, Internet contact, proactive contact capabilities and multichannel self-service along with unified communications and collaborative functionality. With the recent release of Unified IP 7.1 (Tiger Shark), Aspect has fully equipped the enterprise solution. Unified IP 7.1 is the next step in the platform evolution for existing Aspect Unified IP customers, delivering the latest functionality and quality improvements.

Aspect’s Productive Workforce Solution unites workforce management, performance management and quality management.

By deploying Unified IP solution, Cellular One can now intelligently route calls automate outbound dialing provide virtual unification and segmentation. Agents and supervisors can now be more hands on with scheduling and can get the feedback on the quality of work, as well as can facilitate post-call surveys to get the feedback from their customers on their performance. New self- service and one-on-one assistance with subject matter experts features both customers and agents now have more options.

Matt Roskuski, senior vice-president of Sales and Operations for Cellular One, says that providing exceptional service is a key part of the Cellular One value offering, adding that Aspect’s interaction management and workforce management solutions have helped them to do exactly that by exceeding their expectations.

Chris Koziol, president and general manager of the Interaction Management division at Aspect, added that customers such as Cellular One are a great example of how organizations that had been operating with legacy technology can transform their customer experience while reducing total cost of ownership by utilizing next-generation customer contact solutions.

Kozoil also said that it allows companies to explore new technologies and implement new ways of doing business and that they were looking forward to working with the Cellular One team to continue to deliver innovative ideas and a differentiated customer experience.

Cellular One aims to maximize revenue recovery and increase the efficiency of its overall business processes. It intends to improve the customer experience, agent productivity and workforce efficiency by deploying Aspect’s unified interaction management and workforce management solutions.




Edited by Allison Boccamazzo

Article comments powered by Disqus

Related Contact Center Solutions Articles

When it comes to Contact Center Agents 'Mind the Gap'

As content curator and contributor to the Contact Center Solutions Community, part of my function is to review information and insights from around the Web and illuminate them to our readers. In this regard, I would like to recommend an insightful posting from IT-Online titled, "How to differentiate customer experience." [ Read More ]
10/30/2014

Survey: Deloitte Optimistic for Increased US Holiday Spending

Professional services firm Deloitte, which completes financial advisory surveys, has released the annual holiday shopping survey for nearly three decades. This year's survey, the 29th annual, shows that U.S. shoppers are optimistic entering the season for giving, which also happens to be the season for shopping. [ Read More ]
10/30/2014

Dialing for Votes

Depending on how you feel about such things, next-generation predictive dialers have become an integral, dare I say "must have" capability for political campaigns. Indeed, with the U.S. elections only days away, anyone living here not only is more than aware from watching TV that the "get out the vote" efforts are already in full swing as the airwaves are saturated with ads, but this has become that time of year when caller ID and answering systems are a godsend. [ Read More ]
10/30/2014

Survey: Mobile Experience Trumps Brand Loyalty Among Gen Y, Millennials

Retailers be warned - brand loyalty counts for less and less among younger consumers, who are likely to head to competitors if their mobile experience isn't what they think it should be. [ Read More ]
10/30/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!