Aspect helps enterprise contact centers deliver remarkable customer experiences across every conversation and every channel –through a single, elegant software platform. As the global leader in customer engagement solutions, Aspect unified interaction management, workforce optimization and back-office solutions seamlessly orchestrate people, processes and touch points for today's top brands in aviation, financial services, healthcare, manufacturing, telecommunications and retail.
Because our inbound and outbound calls are broadly on the same topic it's a perfectscenario for call blending. Blending has helped us better manage peaks and troughs in contact volumes and that has had a dramatic impact on agent occupancy. Agents like the system, as well, because they have a consistent workload throughout each day- avoiding the manic periods and the lulls.
Aspect Workforce Management gives us really good visibility of what’s going on in the
contact centre. It enables us to closely manage intraday performance and make changes
to improve performance. In particular, the Perform and Empower modules have had
a major impact. Perform enables us to see real-time variations and exceptions in the
resource plan as they happen (rather than after), helping us to improve Real Time Adherence, compliance, utilisation of FTEs and agent productivity - and consequently reduce headcount. Empower has also played a key role by empowering our employees to ensure they get their vestment and breaks at the best time for customers and for them. Overall, workforce planning is more efficient, service quality has improved, and costs have fallen.
With Aspect already inhouse and working well, it was pretty much unanimous that Aspect Workforce Management would be the solution we’d standardize on. Aspect product development is going in the right direction. If we were going to invest capital, we wanted a vendor who would stick with us as our organization matured.
In a services business like ours, customer satisfaction and call resolution for 100 percent of our customers is critical to our success. The UC application from Aspect has eliminated many of the challenges we were facing as an organization and has allowed us to provide a very consistent and seamless experience for our customers at much lower costs.
With Aspect Workforce Management, we now have the same approach for forecasting and scheduling in any site in any country and for any client. Aspect has kept its promise that we would be able to do more with fewer people. The platform truly proved to be a first-class business solution for Transcom.
Back-office tasks are 25 percent of our business. With Aspect Workforce Management, we are able to calculate exact requirements to follow the intraday call distribution and cover typical peaks in adherence to our clients’ service levels. We are also able to increase efficiency by automatically scheduling employees to handle back-office tasks or any other type of work with higher service levels during times of the day with lower call volumes.
While we were researching different vendors and getting references, the best endorsement was given by customers using Aspect solution to organize their customer interactions. Since we wanted a cost-effective way to have several solutions in our contact center, Aspect was the right choice for us. We needed a little bit of everything, improved quality interactions, dealer interaction and high operational efficiency. With Aspect every piece fell into place smoothly.
Aspect has a complete view of everything I'm trying to implement.It's a complete consolidated contact center platform. I'm not going out to another vendor for scripting,I'm not going to another vendor for the voice portal, I'm not going to an outside vendor for reporting. It’s all inherent to the product it's a single person I continue to build a relationship with that understands my business needs, understands the system functionality, and can tie it together.
In our previous integration, we had used a different workforce management vendor and
it took about two years to really get things stable. We had Aspect up and running— all
data integrated, everything working— within three months. Aspect delivered the solution on
time, with historical data and everything in the system. It was a really great experience.
One of the most compelling things about Aspect, aside from Seamless Customer Service
meeting the needs we had defined, was the company’s breadth of experience with Microsoft
technologies and how their own leading contact center applications could work on top of that. That is what really enabled us to bring our vision of a connected enterprise to reality.
Helm Bank contacted all major brands focused on contact center technology and Aspect
Unified IP was the best choice because of superior technology and Aspect’s support for
installing the solution. Aspect Unified IP also offered the flexibility for building the campaigns we wanted to develop and the right price earnings ratio.
We wanted to turn the contact center into a strategic asset to North Shore, but we needed
leading-edge technology.Aspect Unified IP really offered all of the capabilities that we needed to transform our contact center into a high-tech, high-touch competitive advantage.
The flexibility of the solution has exceeded our expectations. All that our agents need is a PC connected to the Internet and a web browser to get up and running – anywhere they are located. Also, we've seen our TCO decrease, thanks to the centralized delivery of our Aspect Unified IP contact center solutions.
Moving away from our manual dialer process has generated a great deal of cost savings and efficiency across our call center operations. Aspect's solution gave Client Services all of the components crucial to achieving our vision for enhanced automation, greater insight and improved business results while keeping costs down.
What’s appealing about Microsoft Dynamics CRM is that we could transform the typical
CRM notion of converting a prospect into a sale into the idea of growing a constituent
relationship through data-driven outreach.
We have deployed Aspect solutions at our Leverkusen site for more than ten years now and, of course, this had also had a part in the decision for the global deployment of Aspect Unified IP. The new solution has stood the test and clearly confirms that Aspect was the right choice.
We couldn’t have asked for a better experience with Aspect and the product from initial implementation through to its use today. The technology is simple to use, efficient, reliable, cost effective, and the support team is always on hand to provide assistance and training, as well as make improvements or adjustments where necessary.
We always measure our guests’ feedback and satisfaction. We looked at our guest satisfaction with our contact centre and customer services before we embarked on this journey with Aspect, and we looked at it afterwards. We found that our guests’ satisfaction levels have significantly increased beyond expectation, with service levels obtained from guest surveys now rated at 87.5 per cent – a 30 per cent improvement on 12-18 months
The IG Group was key in helping us choose the right provider for our needs – their team
interviewed key stakeholders within the business and after analysing exactly what it was that we needed, they put forward options from Aspect, Avaya and Cisco, and in the end
Aspect’s solution has helped us create a robust unified architecture giving us the advantage of convergence whereby the sum of the whole is greater than the sum of its parts i.e. the new unified architecture approach has been far more fruitful than the earlier siloed one. We are pleased with the performance of the solution and are currently exploring
workforce productivity and social media offerings from Aspect, in context of the changing vectors of customer engagement.
Our adherence levels were running at 80 percent when we first implemented the Real-Time Adherence capability. We now achieve 95 percent adherence. In spite of a call volume increase of 10 percent, we did not have to hire any additional agents because Aspect Workforce Management has enabled us to accurately match call arrival patterns and staffing levels.
We’ve been especially pleased working with Aspect on the Microsoft Dynamics CRM deployment. Their knowledge and expertise ensured a smooth installation and guided us as we learned the solution. Of all the vendors we considered, Aspect was the only one that could truly help us reach our goals to meet the federal requirements, and ensure that students in our state receive access to proper nutrition.
What is unique about our patient engagement solution is that we have near-real time
patient data from self-reporting. This allows our program to trigger early intervention and
possibly prevent an unnecessary hospital visit. And Aspect’s CXP platform has not only
provided a flexible, dynamic platform to build our solution on, it has also made it easier
for patients to use the system, increasing our customers’ adoption rate.
Aspect Performance Management is the centerpiece of improving the customer
experience because you’re not able to determine the effectiveness of your changes
if you can’t accurately measure the results.
Over the past 19 years, I’ve used Aspect as well as other Workforce vendors. If I were
going into battle, I’d have to say that the weapon of choice would be Aspect. Most
workforce tools do a lot of similar functions but when I look at the overall landscape,
how it embraces technology, how it supports the front line agents as well as operations,
I’ve always felt that Aspect differentiates from its competitors.
Agents love the at-home agent program because they can focus on the needs of the
customer without the distractions found in a busy contact center. The contact center staff
is our front line, they are in the best position to see the shortcomings of the processes that
we use, and that is why it is so important to make sure these agents are properly trained
and operating in a positive work environment, and Aspect helped us to accomplish this.
Such positive results achieved within a short timeframe are attributable to the dedication of leaders within the project team. Pick leaders to be your allies – the right project and vendor team and highly engaged internal and vendor management team. A world-class technology solution does make the job simpler – one that enables seamless integration to more than 10 complementary systems across the enterprise spanning four physical sites. We take pride that through a reliable and stable system, our business users can confidently and
continuously set higher benchmarks in service excellence evidenced through the many industry awards since the implementation of the Aspect solutions.
Aspect solutions enable us to drive our business growth and expansion and are central to the very foundation of our business. With Aspect products we are able to streamline our business processes and integrate seamlessly with our existing systems, such as PBX, worksheet, order and management reporting systems on both the user interface and data levels.
Formerly, we could only make about 8,000 collection calls every day. Now that Aspect Unified IP is deployed, we can handle more than 32,000 collection calls on peak days. Aspect Unified IP has helped us improve our debt collections and overall productivity.
Migration to the Aspect solution was seamless and we were expecting good results. But what really surprised us was the 40 percent reduction in call volume, which we attribute largely to the self-service voice portal that allows us to address customer needs around the clock.
We want to exceed customer expectations. One way to accomplish this in the
contact center is to answer calls within our service levels. We don’t want customers
waiting. The only way we can meet that requirement is to ensure that we have the
appropriate number of agents in the contact center at all times.
The overall improvement in quality, reliability, and functionality of Aspect’s Zipwire cloud
contact center service has helped us grow our business. We didn’t have the confidence
to sell the previous contact center because we had too many outages. Our reputation is
everything and we weren’t willing to risk it.
We’ve had a long relationship with the Department of Human Services. We
appreciate their support of the community and we understand how important the
IVR system is to helping Hawaii residents get access to their benefits. This is why
we selected the robust platform of Aspect’s CXP Pro IVR from a company with a
reputation for providing innovative self-service solutions.
We are also seeing consistent mentions of the notification system on our trusted online reviews websites. Customer feedback has been 100 per cent positive, because they
no longer have to wait in and take a whole day off work just to receive a delivery. We’re also hitting our internal service levels at a record high of 99.6 per cent, so we know our performance is the best it can possibly be.
We’ve received tremendous value from leveraging CRM technology. We’ve been able to support 20 percent annual growth, year-overyear, with very marginal additions to sales staff at each position. The solution has better positioned our company for the future. A strong foundation with good integrated products supported by experienced partners has been a winning combination for our company.
The Aspect Professional Services teams’ combined Microsoft Lync project planning and deployment knowledge and their day-to-day user experience delivered product understanding and business process insight that ensured a smooth transition for us. We have confidence that with our Lync deployment employees will have the technology to be productive from any location.
Everyone you contact at Aspect is genuinely friendly and helpful. They really do want to make your center successful. They’re willing to listen, and try new things, and help you figure out a new way to accomplish your business goals that the software might not have been originally designed for.
I am very pleased overall with the innovation and flexibility that the Aspect products bring to my day-to-day management of the system and workforce. With Aspect, we continue to find ways to help improve processes – both voice and non-voice related.
One of the greatest advantages to switching to Aspect CXP Pro is the back-end
manageability. We now have a nimble environment where we can make changes and create and run new promotions without extensive development costs. These promotions have resulted in increased revenue for the state and improved player engagement.
Microsoft Dynamics CRM for Aspect Unified IP has helped us improve customer care by
creating a more efficient workflow for a better agent-customer experience. And our transition to this solution was seamless because Aspect took a hands-on approach from day one, using a project methodology and functionality that was a perfect fit for LifePlans. It was a highly structured process and they were very dedicated to the implementation, helping us make everything come together and work.
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. 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.
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. We’re also able to reschedule 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 check on the wellbeing of our elderly or vulnerable residents.
The fact that so many people are taking the time to give feedback demonstrates the value of the process, both to Northumbrian Water and our customers, as we continue to strive for the optimal customer experience. We have been delighted with both the results and service we have received from the support team, and we look forward to a productive relationship moving forward.
OTO is constantly looking to take its contact center solutions to the next level. Through Aspect Unified IP, we are able to provide seamless multi-channel communication and
interaction with customers including the dynamic social spaces. Our investments have also given us significant cost savings, as predictable and repeatable interactions can now be
While we are increasing the number of telemarketers to grow our business, we'd like
to adopt the best technology to improve the effectiveness of our telemarketing campaigns. We've done some benchmark testing to evaluate different technologies. Aspect’s predictive dialing technology provides the solution we need for fast growing telesales business.
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. The subscription-based training enables us to minimize travel expenses and reduce the learning curve for new employees to create more active engagement.
We have seen improvements in our collection performance across all our clients. We attribute a key factor of this success to be the implementation of Aspect’s unified contact center solution into our collection operation.
Following the merger between the two companies, naturally we have experienced many
changes over the past few years. The flexibility and responsiveness of Aspect has helped us
greatly adjust along the way and overcome some of the inherent challenges that come whenever you bring together two organizations that have different technology and processes in place.
Aspect EQ Workforce Management, and in particular the Empower enhancement package,
has truly made a positive impact within our organization, as well as within the minds of all of our employees and Brand Ambassadors. They can successfully work from their own home and don’t need to worry about increased gas prices or other obstacles that keep them from putting their best work forward. We couldn’t be happier with our Aspect products and services.
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