Contact Center Solutions Featured Article

Aspect Software Named "Best of the Best" Professional Service Organization

March 21, 2017

Service Performance Insight (SPI) helps professional service organizations (PSOs) with noteworthy improvements in productivity and profit with its PS Maturity Model as a strategic planning and management framework. According to the company, it is used by more than 15,000 service and project-oriented organizations to plan, implement and deliver service excellence. Aspect Software was named in the 2017 Best-of-the-Best PSO by SPI Research, which is awarded to the best of the top 5 percent of the organizations that participated in the survey.

The Best-of-the-Best measures PSOs on bottom line financial results such as profit margins and leadership metrics that highlight overall outstanding performance. These organizations have to do very well across leadership, client relationships, human capital alignment, service execution, and finance and operations.

The solutions Aspect Software provides cover contact center, CRM, collaboration, digital, analytics and training services with roadmaps of operational excellence for its customers.

“Aspect’s Professional Services took the time to understand our unique business model as well as share best practices so they could configure the software to best suit our business goals. Overall, Aspect was a tremendous contributor to the success of our objectives. They work at the highest level of honesty and integrity, with the quality of their work consistency exceeding our expectations. I highly recommend their services to anyone,” said Michael Weis, Director Business Planning and Optimization at Aspire Lifestyles.

Aspect Professional Services takes the technology investments organizations have and uses it to improve customer experiences by aligning people, processes and data sources and building best-in-class solutions. The goal is to enhance performance with operational excellence using products and technologies with customer care strategy.

Services are integrated together with digital solutions, CRM applications, analytics and collaboration and business processes with unified communications. All of these tools capture the customer journey from beginning to end, so each interaction can be scrutinized in order to improve the agent's performance and the customer experience.

“The changes we are driving are both qualitative and quantitative. By developing a consistent, repeatable service delivery framework we have been able to reduce our client’s time to benefit and total cost of ownership, all while improving utilization, quality and consistency,” said Kenneth Ewell, Senior Vice President, Worldwide Professional Services, Aspect Software. 

Edited by Alicia Young