62 Aspect Software Case Studies

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Case studies are helpful for understanding how similar needs may have been addressed by Aspect Software.

FeaturedCustomers.com has 62 case studies. Browse this list to see how Aspect Software has worked with different customers like British Gas and Charter Communications.
Case studies are helpful for understanding how similar needs may have been addressed by Aspect Software.

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After considering a number of technology options, British Gas selected Aspect® Unified IP® as its core inbound/outbound contact handling solution. Aspect Unified IP is a next-generation unified contact center platform that unites inbound, outbound, voice portal, Internet contact, multichannel self-service and proactive contact capabilities, as well as unified communications (UC) and collaboration functionality. It really delivers a powerful range of customer contact applications to BGSM including multichannel inbound and outbound customer contact handling, call recording, advanced list management and advanced voice portal.
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Dave Lister

Head of Service Development Ask Dave Lister a question about Aspect Software
Quality
Empower: gives BGS agents the ability to make holiday and some in-day exception requests on a self-serve basis; plus enables BGS Team Managers (TMs) to schedule one-on-ones and team time. The Notification Server part of Empower lets TMs and agents know about changes when requests have been approved.

Paul Milloy

National Resource Planning Manager
Quality
Charter deployed the complete software suite of Aspect EQ Workforce Management. This suite includes core functionality that provides accurate forecasting of call volumes and enables managers to create schedules that match predicted volumes. Utilizing the suite’s enhancement packages, Charter was able to realize additional levels of efficiencies in managing their workforce. For examples, using the Aspect EQ Workforce Management Perform module enables supervisors to track agent activity in real-time and compare it to schedules. It also provides reports for evaluating and enhancing agent performance. Additionally, the Aspect EQ Workforce Management Empower module streamlines the process of requesting, approving, and entering schedule exceptions.
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Brynn Palmer

Director, Customer Experience Ask Brynn Palmer a question about Aspect Software
Quality
In addition to voice channels, HomeShop18’s contact centre sales agents can continue to take calls or interact with customers via text chat/messaging. Plus, the automatic outbound dialing capability of Blended Interaction enables HomeShop18 to use multiple dialing options, such as predictive, preview, timed preview and manual to deliver a message involving order status when a customer answers his or her phone, to respond automatically to a number of follow-up questions and to route the answering customer to a live agent, if necessary. The solution also has the fully integrated email management capabilities for sending, receiving, routing and auto-responding to emails. And, by using multichannel recording and quality monitoring, HomeShop18 is able to review interactions between its sales agents and customers, and provide offline or real-time coaching to the sales agents. This ensures that customers are receiving a quality experience, which is very important to HomeShop18.
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Sundeep Malhotra

Chief Executive Officer, HomeShop18 Ask Sundeep Malhotra a question about Aspect Software
Quality
After a detailed evaluation of the three solutions on the market that could address the large scale of the project and help manage 20,000 agents and professionals, Transcom selected Aspect Workforce Management. This complete workforce management solution helps optimize all facets of a contact center’s staffing resources and performance. Its core functionality accurately forecasts contact data, creates efficient agent schedules and tracks staffing performance for single, multiskilled, multichannel and multisite contact centers. In addition to its core forecasting, scheduling and tracking capabilities, Aspect Workforce Management also offers a set of fully integrated enhancement packages that help improve agent adherence and productivity, empower agents to manage their own schedules, fine-tune performance and simplify the management of multisite and outsourced workforces.
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Michael Tobias

Business Support Manager Ask Michael Tobias a question about Aspect Software
Quality
Moreover, since dealers are the company’s primary channel of interaction with the consumers, contributing to more than 70 percent of the company turnover, Asian Paints also needed a solution that would make it extremely convenient for the dealers to conduct business with them, place their orders for paint products and to resolve any queries. Asian Paints also offers different consultation and support services to their end customers. For example, Color Consultants help customers choose the best color combinations for their home/ personal spaces. Several other allied components of the business include marketing and pre-sales campaigns, customer loyalty programs and after sales, and complaint handling systems, many of which are managed in collaboration with the dealers. ”We wanted to ensure that our entire organization’s supply/ value chain was well integrated with this channel,“ added Mr. Deepak Bhosale.
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Quality
The capabilities of Aspect’s technology allow us to create more complex outbound campaigns and requirements for our business that other technologies do not give us,” said Glen Thies, Director, Central Pharmacy Services at CVS/pharmacy. “The solution’s flexibilities have made it possible for us to complete ad-hoc outbound campaigns well within the requirements of our internal business partners. Last quarter alone we did over 6 million outbound calls compared to last year when we averaged just 1-2 million calls.
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Quality
The workforce management solution that the company previously used did not offer all the reporting tools needed to track comprehensive progress and productivity. For example, DISH Network could only measure how many agents were needed, but did not have the capability to forecast peak call times or manage agent schedules by skill sets. The supervisors also didn’t feel like they were getting the most out of the staff capacity planning tools that were in the old system. When numbers were pulled to measure schedule adherence, the contact center was only reaching 50 percent, which meant that the company was regularly losing a large amount of money in scheduling agents.
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Quality
Applying the discipline of enhanced metrics and reporting was a critical requirement identified by HarborOne to elevate the professional capabilities of its contact center. Aspect’s Unified Command and Control® Real-Time Reporting fulfills that requirement, collecting and delivering key performance data that equips HarborOne to make better decisions that increase performance and profitability, reduce costs and improve customer experience.
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Quality
Aspect’s fully-integrated solution unifies the three most important facets of modern customer engagement strategy: customer interaction management, workforce optimization, and back-office. Through a full suite of cloud, hosted and hybrid deployment options, we help the world’s most demanding contact centers and back offices seamlessly align their people, processes and touch points to deliver remarkable customer experiences. For more information, visit www.aspect.com.
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Vicente Lacambra

Vice President, Executive Experience and Multichannel Distribution, Helm Bank Ask Vicente Lacambra a question about Aspect Software
Quality
The organization began a new chapter in patient care by embarking on a people-focused initiative supported by the appropriate technology. NorthShore evaluated a number of contact center solutions and ultimately selected Aspect® Unified IP® from Aspect for its unified software platform. Aspect Unified IP is a complete contact center solution that offers unified communications capabilities and unites inbound, outbound and blended multichannel contact (voice, email, SMS, Web chat and instant messaging), with voice self service, recording, quality management, and unified reporting and administration. The organization also decided to implement Aspect® Healthcare Workforce Management to assist with its patient-focused initiatives in the contact center. Aspect Healthcare Workforce Management helps multiskill, multisite, and multichannel contact centers accurately schedule employees and forecast call volumes to plan, manage and optimize performance. This ensures that employees with the appropriate skill sets are scheduled based on specific call volumes and reduces the amount of time managers spend setting up schedules manually.
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Fran Horner

Senior Director, Patient Access University HealthSystem Ask Fran Horner a question about Aspect Software
Quality
The Aspect solution is an advanced call transaction-processing platform designed to meet the critical requirements of Stefanini TechTeam’s call centers. This solution provides the company with the breadth and flexibility to improve service to customers by providing such functions as advanced look-ahead routing, open, skills-based routing, and call center networking. From an integrated application platform, the Aspect solution seamlessly delivers:
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Stephane Olmanst

Global Director, Telecom & WAN Ask Stephane Olmanst a question about Aspect Software
Quality
Keeping track of these constituent relationships has been a largely disjointed activity, however, because the school’s academic and administrative departments and research centers maintained constituent information in as many as 16 different systems. “We lacked insight into our constituents,” says Ellen Rostand, Assistant Dean for Communications at the Brown School. “Many of our constituents have multiple relationships with the school; for example, a constituent could be a graduate, an internship provider, and research partner, but we couldn’t identify where that overlap was. Because of this, we didn’t know where the school’s deep relationships were, so we were unable to focus on relationship-building efforts with these individuals. Without a single constituent relationship management system, staff also spent an inordinate amount of time finding and consolidating information across departments—for example, if the dean needed to prepare for a meeting at a particular organization, it could take days of effort to determine the different ways in which the school interacted with that organization.”
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Ellen Rostand

Assistant Dean for Communications
Quality
The firm also uses the enhanced content tagging capabilities in SharePoint Server 2010 to help employees more easily and intuitively find information and resources among the company’s vast data stores. SharePoint Server 2010 supports a centralized tag taxonomy system, which enables Fleishman-Hillard to assign keywords to each document, file, or other resource it generates, according to an overarching corporate taxonomy. With the system, employees can add tags to the content they create. For instance, if an employee completes a case study, he or she can add tags that indicate the practice group that produced the piece, the topic, the customers it includes, and more. “Then, a user can dig for information and sort it dynamically—by topic, practice group, client, office, or account team,” explains Lowey. Fleishman-Hillard uses enterprise search in SharePoint Server 2010 to make tagged content available to all employees across the company. In the previous system, smaller subsets of users controlled access to departmentally produced content, which often limited employee access to valuable information.
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Jonella Donius

Senior Vice President, Senior Partner, Chief Information Officer
Quality
All in all, Aspect Unified IP has delivered an extremely powerful and flexible solution for Bayer—not just enabling Bayer to introduce a new contact center solution at a pace that suits its business needs but also enabling the company to unlock local capabilities and ensure business continuity via flexible remote access options.
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Stefan Erkens

IT Architect Voice&Video
Quality
Through collaboration, Aspect and the CTC designed The Intellectual Property Commercialization Framework solution using Microsoft Dynamics CRM. The solution was designed to automatically identify Cincinnati Children’s technologies that match the areas of interest of potential industry partners. This automation provided the CTC the ability to quickly identify organizations that would be the best fit.
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Michael Pistone

Marketing Manager
Quality
Another major challenge affecting agent productivity was data quality. dlc has a database of historic accounts, which includes customer contact information such as telephone numbers, but this data can often be out of date or incorrect. Cone said: “Processing data quickly, and being able to identify bad data, was becoming a major challenge. Telephone numbers, which were no longer ‘live’, would clog up calling campaigns; this made dialling these numbers – both manually and via our dialler as required –ineffective and inefficient. We needed the ability to quickly process data and flag up any incorrect or out of date information.”
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Steve Cone

Call Centre Manager
Quality
Aspect UIP speaks to Aspect WFM, which is an on-premises, workforce management and productivity solution that enables EGL to accurately and easily forecast staffing requirements across all customer-facing inbound, outbound, blended and back office resources, taking into account skill levels, scheduling constraints, regulatory labour restrictions, demand and service level objectives.
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Michael Mrini

Director of Technology
Quality
In 2009, Energizer set out to design a new visual identity to better reflect the company’s innovation platform as well as to continue to communicate its fun, irreverent personality and maintain the prominence of the company’s icon, the Energizer Bunny®. The company’s Web sites were to play a key role in the rebranding effort. “In addition to being infused with the new look and feel, our Web sites needed to deliver innovative functionality that mirrored our updated branding,” says Karen Presnell, Assistant Brand Manager for Energizer. “For instance, we wanted them to promote greater levels of interaction with our consumers and to incorporate more rich media.”
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Karen Presnell

Assistant Brand Manager
Quality
Churchill added: “After visiting one of Aspect’s customers, we were confident that it could deliver a solution that would enable us to meet our requirements for a multi-media management function with improved reporting capabilities. We have been able to set up workflows for call handling, providing a great visual tool for management and agents. It is fantastic to be able to show our sales managers a graphical and analytical overview which they can easily take, and learn from, thereby improving processes.”
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Sam Churchill

IT Infrastructure & Services Manager
Quality
Aspect Professional Services team worked closely with IndusInd Bank’s core team to resolve internal issues which were overcome quickly with minimum impact to the business. They also worked with the bank’s call center operations personnel to define various reporting deliverables and seamlessly customized various reports based on inputs. The team has also been able to seamlessly migrate Deutsche bank’s IVR on the Aspect Unified IP platform post IndusInd Bank acquisition of Deutsche’s credit card business unit. Today Aspect Unified IP platform collaborates with back-end systems while enabling the bank to create an evolutionary migration path to a fully centralized architecture for the future.
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Mridul Sharma

EVP & Head of Solution Delivery
Quality
M1’s business challenges are further complicated by the need to operate frugally. “With considerable emphasis on cost management,” notes Low, “we have a renewed focus on agent productivity. We’re using Aspect Workforce Management to eliminate unproductive time.” The Real-Time Adherence (RTA) module of the Aspect solution helps M1 identify the root causes of low agent productivity. “One of the biggest pluses of Aspect Workforce Management,” says Low, “is the ability to generate adherence reports.”
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Stamford Low

General Manager
Quality
OPI determined that a CRM solution that could analyze data from multiple sources would be the best fit for their organization. OPI was introduced to Aspect at the recommendation of Microsoft, and after an extensive search process OPI selected Aspect’s Professional Services (APS) to deploy Microsoft Dynamics CRM. The decision ultimately came down to Microsoft Dynamics CRM collaboration tools and the ability for a custom data search.
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James Geitzen

IT Services Division Administrator
Quality
Patient engagement is a critical element to success in value-based care. The Pharos solution allows our customers to access actionable, near real-time data on their patients so they can improve the quality and outcomes of care.
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Ryan Royal

Chief Technology Officer
Quality
Inability to effectively aggregate performance data however, was preventing RCN from achieving this objective. While the data was readily available, it couldn’t be collected together in a consistent, cohesive manner or be communicated properly. Previously data was housed in a half dozen data bases and organized manually on spreadsheets. The format of the reports was difficult to understand and distribute to the contact center team and supervisors frequently misinterpreted the reports or found material errors rendering the quality of the information inaccurate and inconsistent. In addition, RCN wanted a strong emphasis on agent quality control by evaluating agent performance and capturing real-time customer feedback to provide insight on both business issues and contact quality.
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Bill Sievers

Senior Vice President Customer Care
Quality
TeleTech is a leading global provider of customer experience, engagement and growth solutions. Founded in 1982, the Company helps its clients acquire, retain and grow profitable customer relationships. Using customer-centric strategy, together with the latest technology, processes and operations, TeleTech partners with business leadership across marketing, sales and customer care to design and deliver a simple, more human customer experience across every interaction channel. Servicing over 80 countries, TeleTech’s 46,000 employees live by a set of customer focused values that guide relationships with clients, their customers, and each other.
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Ken Pearson

Vice President, Global Workforce Management
Quality
The airline also needed to implement a workforce management solution to improve the scheduling process and free up supervisors for coaching and training the agents. After comparing benchmarking data from various workforce management vendors, Alaska Airlines chose to implement Aspect EQ™ Workforce Management™ and the Empower enhancement package. Aspect EQ Workforce Management enables the airline to accurately plan, manage and optimize performance for their multi-skilled and multisite staffing resources. Empower allows at-home agents to bid for shifts, vacations, and other events and to make changes to their schedules within parameters set by the contact center, giving the agents more control, which is helping improve morale.

Amy Gerfen

Reservations Manager Ask Amy Gerfen a question about Aspect Software
Quality
The contact centre entities under AmBank Group needed to streamline their inbound and outbound operations to maximize agent efficiency and effectiveness, and in doing so, empower them to deliver improved customer service while serving the large customer base. As the sixth largest bank in Malaysia, the organization also needed a robust solution that could complement and sustain their business needs across the suite of banking services.

Margaret Koh

Head IS, Customer Management & Distribution Ask Margaret Koh a question about Aspect Software
Quality
Because of their experience with their existing workforce management vendor, the company decided to look elsewhere. American Century Investments ultimately chose Aspect, based on their tools that put the power in the hands of the representatives and the recommendations received on customer support. The company chose to implement the capabilities of Aspect Workforce Management based on the support from Aspect and the functionality of eSchedule Planner and Real-Time Adherence. The solution provides essential forecasting, scheduling and tracking and flexible, strategic planning that enables contact center to evaluate multiple staffing scenarios to determine optimal staff and resource requirements.

Nina Westvold

Director, Contact Center Operations Ask Nina Westvold a question about Aspect Software
Quality
Aspect Unified IP helped CSC meet its multi-client, private label requirements by allowing the company to transmit unique caller identification information for each bank. In addition, with the nontechnical “drag and drop” voice portal script development, easy-toconfigure automatic call distributor (ACD), and graphical web-browser agent-scripting environment, CSC was able to start serving its clients with enhanced capabilities quickly. With the new desktop and scripting capabilities, CSC can quickly train and script its agents so their dialogue is controlled and they have the customer details they need to conduct productive calls. This, coupled with the improved agent monitoring tools now available, such as call recording, enables CSC to get a new agent up and running in one week - a process that used to take one month.

Ron Perry

Director of Call Center Strategies, Financial Services Group, Banking BPO Center Ask Ron Perry a question about Aspect Software
Quality
Back in 2002, our outsourcing business model was focused on outbound operations, and the outbound capabilities were the top priority for us in our business. At that time, Aspect was selected to support our operations,” said Alex Chao, chief information officer, Telexpress. “However, after significant business growth, our focus and requirements have changed to necessitate a need to be able to blend both our inbound and outbound contacts.

Alex Chao

Chief Information Officer Ask Alex Chao a question about Aspect Software
Quality
RR Cobrança contacted its partner AHEAD-UC to implement the Aspect technology. The company selected Aspect for their ability to deliver a unique voice detection technology. The credit recovery company needed a robust tool that provided both easy handling and intelligent productivity controls for its operations, which, in conjunction with the outstanding scoring process kept by RR’s in-house strategic planning area, as well as highly skilled collection teams, could provide great recovery performance to its clients.

Mariângela Rocha

Adm. & Infrastructure Director
Quality
Aspect is the only software company with a fully-integrated interaction and workforce optimization platform for enterprise contact centers globally that need to profitably (and seamlessly) orchestrate people, processes and touch points in an era when the contact center is the new center of the customer experience. For more information, visit uk.aspect.com.

Georg Jansen

Managing Director
Quality
We have been delighted with the results over the past two years. Aspect PES was incredibly easy to implement, and integrate into our existing business processes,” said Blackburn. “It has allowed us to consolidate multiple channels of communication into one cost-effective, unified platform, with minimal involvement on our part. Customers do have the option to opt out of this proactive notification service, but the fact that very few do demonstrates the added value they believe it adds to their customer experience, and in turn the added value it brings to Anglian Water as a business. Several customers have already taken the time to give positive feedback, so we are delighted with the way Aspect PES has been received. Obviously from a business perspective, the fiscal benefits have been a huge bonus.

Graham Blackburn

Contact Centre Manager
Quality
For BOCC, the campaign management capabilities of Aspect Unified IP specifically helps improve the collections process by enabling better forecasting and scheduling of outgoing calls. Previously, the company would have unnecessary costs from making calls that end in voicemails or busy signals. Aspect Unified IP ensures accuracy and timeliness of calls, enabling BOCC’s agents to remain in constant interaction with customers and improves its ability to secure a payment or a payment promise.

Li Chaohui

Chief Operating Officer
Quality
Call center site operations depended on inefficient and dated telephony infrastructure that required too much manual labor and failed to optimize both inbound and outbound customer contact interactions. For example, Cellular One had no way to identify customers or the purpose of their calls in order to connect them to the most qualified agent. This resulted in agents randomly handling every concern, from payments and billing inquiries to troubleshooting and sales. It was difficult to track any regularity around the company’s first call resolution. Not only did customers suffer long wait times, transfers and call-backs, Cellular One had no way to reliably track one its most important performance metrics: the ability to resolve an issue the very first time a customer calls.

Matt Roskuski

SVP, Sales and Operations
Quality
Overtime costs were reduced by 20 percent with the ability to use multi-skill configurations and better optimization of schedules. With single-skill configuration, the old system was forecasting higher labor requirements than they needed, assuming that one agent could only handle one task at a time, creating skill management inefficiencies. With the solution upgrade and the addition of multi-skill configuration, every agent is listed in the system along with each of his or her skills.

Isabel De Almeida

VP, Workforce Operations
Quality
After interviewing and researching several companies, Concierge Contact Center was confident that Aspect’s Zipwire™ solution was the right fit for the company. Beyond Aspect’s excellent customer service was a complete omni-channel contact center solution with workforce management (WFM) capabilities delivered through the Aspect Cloud, the company’s expansive and patented global data center and telecommunications infrastructure which gives Concierge Contact Center speed and simplicity in the solutions setup. As the contact center grew, Concierge Contact Center knew they might need WFM capabilities down the road. In addition, Aspect offered flexible setup with customizable reporting.

Lynette Conway

Founder
Quality
Motivation for Change eWorldES’ client, the Department of Human Services (DHS), Benefit, Employment and Support Services Division (BESSD) had been using an older Interactive Voice Response (IVR) application since 1999 to help administer financial assistance, supplemental nutrition assistance, employment support, child care subsidy, and child care licensing programs to qualifying applicants. The BESSD implemented the IVR system initially to provide general program eligibility requirements, case and client specific benefit information, and to generate call volume statistical data. On average, the IVR system handles 15,000 calls per month. As both the hardware and software were not being supported by the original equipment manufacturers and software vendors, the IVR application was at great risk for system failure. If the system went down, BESSD would be unable to repair it. As a result, applicants and clients would need to contact the eligibility staff to acquire their eligibility and benefit information. This would cause an overwhelming burden for BESSD offices statewide.

Rex Ding

Vice President
Quality
“A replacement system was a necessity. Not only did we need to increase the frequency of updates, but we also needed to expand our ability to proactively contact customers on SMS too, since we recognised that customers were more than likely to own a mobile phone and have it close by,” she added.

Lynne Wood

Head of Customers
Quality
FCS Financial had considered a CRM solution, and part of the organization implemented an off-the-shelf CRM software package, but it lacked the ability to scale and could not be leveraged across the organization. Because information was not captured and integrated, employees did not have reliable access to customer data and this limited FCS’s ability to quickly indoctrinate new employees. Their internal loan business process required loan officers to contact customers directly multiple times to gather correct information.

Dennis Risinger

Manager, Information Services
Quality
A primary goal for GuideOne in implementing a unified communications solution was to help increase efficiency and collaboration for new telecommute employees. Not only has Lync improved collaboration and efficiency across the enterprise but it has also directly impacted employee satisfaction. Because employees can see their colleagues’ presence information at any time of day, have ability to share screens, and can switch communication channels, employees can connect with one another in a way that is more productive, fostering better relationships.

Josh Konkol

Senior Network Analyst
Quality
To help the company address the challenges of managing customer interactions more efficiently, while at the same time successfully maintaining agent morale, HRW decided to implement Aspect® Workforce Management. This solution enables Hilton Reservations Worldwide to accurately plan, manage and optimize staffing resources. One of the other factors that influenced their decision to go with Aspect Workforce Management was its seamless integration with their existing Aspect® CallCenter® ACD and Aspect® Enterprise Contact Server™ products.

Sandra McFatridge

Manager of Forecasting and Planning
Quality
The Aspect solution allows Homeward Residential to track time management and agent productivity with limited use of voice resources and enables them to manage all of their inbound calls. Using workforce management capabilities, the company can also accurately forecast for both inbound and outbound. In addition, Homeward Residential has a lab and disaster recovery (DR) system, which gives them the ability to roll out changes and serves as one more level of security to ensure production isn’t impacted.

Richard Volel

Vice President, Contact Management
Quality
The Idaho Lottery desired industry-leading self-service technology that could handle their current traffic and enable them to increase their promotions through the ability to make updates to the back-end as needed through a friendly user interface. A budget-friendly solution was also a key consideration.

Joyce Mason

IT System Administrator
Quality
The Microsoft Dynamics CRM for Aspect® Unified IP® offering provides many benefits as it seamlessly unites the contact center and enterprise and creates a single interface, equipping agents with more information and resources that deliver a better customer experience. The robust integration between Aspect Unified IP and Microsoft Dynamics CRM provides a complete 360-degree view of customer interactions and contact opportunities, along with agile contact control, maximizing customer value and retention. The solution combines IM, presence, social and collaboration capabilities to enhance the agent’s day-to-day contact center functions and make workflow more efficient.

Steve McIsaac

VP of Information Technology
Quality
In Monitronics’ recurring services model, reducing customer attrition is one of their biggest levers in driving shareholder value. With the changing demands of 1 million customers, “Monitronics needed a workforce management solution that could scale as the company continues to grow year-over-year. The efficiency benefits of Aspect EQ Workforce Management have allowed us to focus our time on delivering exceptional customer experiences, high levels of employee satisfaction and cost control,” explained Torrie Marshall, Manager of Workforce Management at Monitronics. “For example, our Alarm Response Center monitors thousands of potential life-safety and property loss events every day. Our response to an alarm from a customer’s perspective should not be dependent on what time of day it is. The same is true in all of our other contact centers. We are now better positioned to reach our service delivery goals by utilizing the Aspect solution, which provides us with insights into actionable trends associated not only with agent availability but also other call type insights we did not have visibility to before.”

Torrie Marshall

Manager of Workforce Management
Quality
“Through detailed MI we now know how many calls we’re handling, how long agents are taking on calls etc. enabling us to make more informed and speedier decisions”, said Sian Brown. “We’re also able to re-schedule staff to deal with peaks and troughs in call traffic. If we identify ‘quiet time’ when there are few incoming contacts, managers can now re-schedule agents to make outbound contacts to conduct research or to check on the wellbeing of our elderly or vulnerable residents”.

Sian Brown

Resident Services Manager
Quality
Historically, Northumbrian Water used an outbound system in place for manually gathering information on whether the service that a particular customer received was satisfactory, and if the issue had been resolved, therefore obtaining a score of the overall service delivered, and any additional customer feedback. The collated data was proving itself valuable to the business by providing insight into customer service performance and procedures; Northumbrian Water wanted to take advantage of this and expand the process. However, given its manual nature, such an expansion would be extremely costly, especially in terms of labour. There were also issues with the length of time required to collect the volume of data desired by Northumbrian Water to complete the process.

Richard Seales

Customer Contact Manager
Quality
By leveraging the newly improved agent desktop, customer information is now consolidated with ease. Combining the native support of contact center functionality and integration with a simplified user interface, enhances efficiency by providing agents with a user-friendly system to work with.

Sukanya Vanichjakvong

Managing Director
Quality
Aspect is the only software company with a fully-integrated interaction and workforce optimization platform for enterprise contact centers globally that need to profitably (and seamlessly) orchestrate people, processes and touch points in an era when the contact center is the new center of the customer experience. For more information, visit www.aspect.com.

Quality
We are thrilled with Aspect’s Active Learning training experience. I have taken a few classes myself and I plan on having my team take more,” said Bassell. “The subscription-based training enables us to minimize travel expenses and reduce the learning curve for new employees to create more active engagement.

Eric Bassell

Director of Contact Center Operations
Quality
In addition, Aspect’s existing call scripting application provides agents with real-time access to multiple data sources, including host systems, legacy applications, the Internet, and corporate intranets/extranets. The scripts provide immediate screen pop functionality, enabling agents to instantly identify and greet the inbound caller. CCS layers a fully integrated script online for use during the entire communication. The online script guides CCS representatives throughout the conversation, using motivating dialogue proven to maximize results while providing exceptional customer service. Account data specific to each call is fully integrated within the body of the script, eliminating the need to separately access the customer’s file during the conversation. This serves to maximize productivity while guaranteeing professionalism during each verbal contact.

Bruce Shapiro

SVP of Operations
Quality
Post-merger, the contact center consisted of approximately 1,600 agents across five contact centers that were responsible for making flight reservations, handling frequent traveler accounts, and scheduling vacation packages that include reservations for hotels and car rentals, as well as flights. However, the merged contact centers were still operating two different automatic call distributors (ACDs), as well as leveraging different versions of scheduling and forecasting applications. In addition, the US Airways contact center was unionized, which created additional challenges regarding scheduling requirements mandated by the labor union. Because of the disparity between the scheduling systems, it required a team of six contact center managers to manually handle the bid scheduling for agent vacations and time off. This onerous process made it clear that having a single workforce management solution across all contact centers would solve many of the scheduling challenges, as well as allow the organization to better forecast when it needed agents to handle peak call volumes, while ensuring it was complying with the union–related requirements.

Quality
After identifying the specific capabilities that would help the company more efficiently manage its Brand Ambassadors and carefully evaluate other solutions, VIPdesk selected Aspect EQ Workforce Management. The solution provides essential forecasting, scheduling and tracking functionality and flexible, robust strategic planning. It also offers multiple means for forecasting agent requirements depending upon how the client provides the data and generates schedules to meet those requirements. Brand Ambassadors can view their schedules, productivity, adherence, and update their availability to work.

Kathie Drayton

Director of Workforce Management
Quality
The Alberici Group needed a single system for managing accounts, contacts and sales opportunities. The lack of a central location to manage customer relationships and sales opportunities led to low collaboration and zero transparency of customer histories across organizational divisions.

Quality
Using a portal strategy to improve collaboration and providing a single point of entry along with a centralized database, they created a common electronic process for all clinical and drug trials conducted across the organization.

Quality
Brooks’ executives turned to Aspect for a comprehensive business intelligence solution after it became clear that they needed a high quality custom scorecard solution that could be constructed in less than six months at a cost that met their budget requirements.

Quality
GCWW recognized the need for a comprehensive, unified solution that integrated all contact center components: interaction management, workforce management, performance management, quality management and specific requirements regarding quality, training, survey, process improvements to provide superior customer service across all areas of customer connectivity. In addition, GCWW needed a solution with efficient technology and productive operations management. Visibility to performance management metrics and the ability for a smooth transition for crossover business units were also a must-have for GCWW.

Quality
The agents were required to be trained on the different specialty areas in the contact center. Specialized training would enable the agents to respond to various customer inquiries on legal issues in different industries.

Quality
Aspect is the only software company with a fully-integrated interaction and workforce optimization platform for enterprise contact centers globally that need to profitably (and seamlessly) orchestrate people, processes and touch points in an era when the contact center is the new center of the customer experience. For more information, visit www.aspect.com.

Quality
Aspect implemented the comprehensive Aspect Policy and Procedure management system to streamline Wellmont Health System’s internal policy processes. The Aspect Policy and Procedure solution enables healthcare organizations to better align employees, business processes, data and technology to improve patient safety and care.

Quality

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Aspect Software case studies have an aggregate quality score of 4.1/5 based on 79 ratings.