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

Contact Center Solutions Week in Review: Interactive Intelligence Lync Integration

The Contact Center Solutions Community continues to grow in terms of both jobs and the reach of community interests as this week's news highlights. [ Read More ]
10/25/2014

Case Study: A Web-based Forecasting Solution for Sizeable Contact Centers

Technological advances over the past decade have led to an explosion of data. Companies across all industries are working hard to learn how to harness this data to improve their business operations and run more efficiently. This is the same story for the contact center solutions community - using data effectively can help with workload management and staffing optimization. The case study below demonstrates how two companies, Fourworkx and Shinetech Software, worked together to move workforce man… [ Read More ]
10/24/2014

Westpac Relies on Teradata Insights to Enhance Customer Experience

Australian bank Westpac selects Teradata solutions to get better insights for improving customer experience. [ Read More ]
10/24/2014

No Missing Links with Interactive Intelligence Lync Integration

There can be little denying that the Holy Grail for enhancing customer experiences is to absolutely ensure that the right people have the right tools at the right time to efficiently and effectively respond to customers in real-time. This is the reason so much attention and investment by vendors and their customers alike is being placed on omni-channel capabilities. [ Read More ]
10/24/2014
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!