Contact Center Solutions Featured Article

June 12, 2009

Aspect Client Named in Contact Center Award

By David Sims

TMCnet Contributing Editor

Aspect (News - Alert), a unified communications vendor, has announced that one of its customers, Fran Horner from NorthShore University HealthSystem, won the 1to1 Customer Champion Award from industry journal 1to1 Magazine.

As the senior director of patient access, Horner was cited for "driving patient services initiatives and using the UC application for the contact center capabilities from Aspect."

In recent months, NorthShore improved its contact center satisfaction level "from 60 percent to up to 98 percent," lowered agent turnover by 58 percent, and boosted the "calls answered within 30 seconds" metric to 82 percent, Aspect officials say.

"The patient experience begins the moment you call a healthcare provider," said Horner, stressing the need to keep the process "as pleasant as possible." Horner said it was "gratifying" to have their work at NorthShore University HealthSystem "validated by 1to1 Magazine."

Horner and NorthShore University HealthSystem decided on what Aspect officials characterized as a "people-focused, cross-departmental initiative supported by technology."

NorthShore, a healthcare provider based in the northern Chicago suburbs, implemented the inbound, outbound, voice portal, recording and workforce management capabilities of Aspect's UC application for the contact center, Blended Interaction. Horner established new recruiting and training initiatives to deal with patient inquiries.

The 1to1 Customer Champions are chosen by 1to1 Magazine based on "their ability to transform customer loyalty into profit," publication officials say.

Last year, TMC's Richard "Zippy" Grigonis reported that Aspect announced that it was bringing Unified Communications (News - Alert) to the call center "in the form of Aspect’s all-in-one, IT-ready Aspect Unified IP (its comprehensive SIP-based VoIP unified contact center solution) and their PerformanceEdge (News - Alert) contact center optimization suite."

Grigonis wrote that Aspect "is also going on a campaign to educate the market on the critical role the contact center must play in the development of an organization’s overall UC strategy."

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Stefania Viscusi

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