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, Aspect Software and Nice Systems

What an unusual week in the Contact Center Solutions Community. I never thought I would use the word "war" in an article for the community, but interestingly in different context I ended up using it not once but twice. [ Read More ]
11/22/2014

Aspect Software Declares War in Workforce Optimization Market

We may be closing in on the holiday season and a time of "good cheer," but reality is that competition in business is a 24/7/365 affair. And, depending on whether you are a competitor or possible customer, it looks like this holiday season thanks to a new initiative by customer experience solutions provider Aspect Software you are either looking at a possible lump of coal in you X-mas stocking or a valuable present. The reason is Aspect has dropped the gloves in the hotly contested Workforce Opt… [ Read More ]
11/21/2014

Ozonetel Integrates CloudAgent with Zoho CRM

A big part of improving the customer experience, regardless of whether you are an enterprise or a service provider, is breaking down the silos of customer information that exist inside an organization. Having a full view of the customer is important to customer lifecycle management and hence the overall customer experience. And, one of the big places to look for enhancing visibility into all things customer related is obviously tight integration with various capabilities with customer relationsh… [ Read More ]
11/21/2014

LiveVox Data Center to Bring Cloud Contact Center Capabilities to Canada

As financial results from various contact center and unified communications (UC) solutions providers continue to flow in for this quarter two things are becoming increasingly clear. First, is that those seeking to upgrade their customer experience capabilities are accelerating the adoption of the cloud and hybrid solutions as their preferred path. Second, is that North America continues to be the hotbed of this with not just the large U.S. market as a target of opportunity, but also the vibrant … [ Read More ]
11/21/2014
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!