Aspect Software provides contact center solutions that include customer interaction management, workforce optimization and back office solutions. Greater Cincinnati Water Works (GCWW), a department of the city of Cincinnati, is leveraging Aspect software to improve service response rates and increase agent visibility.
GCWW selected Aspect's unified IP solution to provide optimal customer service and meet its customer needs. The agency distributes about 133 million gallons of water a day and provides service to more than one million people in Ohio and Kentucky.
The contact center solution can meet the current and future needs of customers like GCWW, company officials said. GCWW moved to the Aspect Unified IP platform, which features capabilities such as Aspect Blended Interaction and Productive Workforce, to improve the stability, flexibility and long-term dependability of its contact center in order to service the 240,000 accounts they work with every day.
The Aspect unified IP solution delivers a highly available and scalable architecture. It simplifies and flexibly manages interactions, producing operational efficiencies and cost savings. The latest release of Unified IP 7.1 (Tiger Shark) delivers exceptional customer experience.
Productive Workforce, another solution from Aspect, provides managers and agents with the insight, tools, and processes to optimize resource utilization and adopt a continuous improvement culture with workforce management, quality management and performance management capabilities.
According to Mimi McGarry, customer contact center manager at Greater Cincinnati Water Works, customers expect fast and effective resolution from contact center agents, and Aspect’s solution has improved GCWW’s call quality and service response time as well as the overall manageability of the call center operations.
The outcome of the implementation has been significant. The number of calls answered in 35 seconds or less increased by 14 percent while the number of abandoned calls decreased by 55 percent. The average speed of answering increased by 40 percent.
"Watching the technology transformation at Greater Cincinnati Water Works and the operational improvements the organization has experienced has been very rewarding for Aspect," said Chris Koziol, president and general manager of the Interaction Management division at Aspect. "Through the exploration process to stepping into Aspect's next generation UIP platform, GCWW has paved the way to managing and delivering a differentiated experience for their customers.”