Aspect Communications, (Nasdaq:ASPT), the leading provider of business communications solutions that help companies improve customer satisfaction, reduce operating costs, gather market intelligence and increase revenue and EDS, the Inland Revenue's strategic IT partner, have successfully completed an 18-month rollout of nine national contact centres for the Inland Revenue's taxpayer enquiry
network. Aspect has now been selected to work with EDS to provide the same contact centre technology for the Inland Revenue's new tax credits network.
The Inland Revenue's new tax credits contact centres will cover five locations - Livingston, Dundee, Merry Hill, Liverpool and Peterlee - and will enable over 1600 contact centre agents to provide a world class service to the UK citizen. All the centres will be multi-channel, handling
telephone requests alongside e-mails and Internet queries from Inland Revenue customers. The Peterlee contact centre, located near Newcastle-Upon-Tyne, is the largest individual site with 450 seats. It took its first call on 3 September 2002 and was officially opened on 9 October
Software solutions provided by Aspect are powering these contact centres including the Aspect Contact Server and Aspect CallCenter platform. The contact centres are being set up to initially manage enquiries by telephone. The Aspect Contact Server - a multi-channel solution that blends customer contacts by web, phone and e-mail into a single queue and intelligently
prioritises, routes and reports on each contact according to user-defined business rules - is being phased in over time.
The five centres will handle enquiries arising from the launch of two new tax credits, the Child Tax Credit and the Working Tax Credit. The new tax credits were announced by Gordon Brown during his 2000 Budget speech and up to 6 million families could be entitled to them.
Aspect Communications has been working with system integrator EDS to provide
the contact centre technology infrastructure for Peterlee and the other centres driven by Aspect's Business Communication Platform.
Kevin Piggott, EDS Inland Revenue project manager said, "We have worked successfully with Aspect Communications on a number of Government projects. The Aspect software is ideal for projects where open, standards-based systems that can cope with large volumes of customer contacts are needed.
The multichannel nature of the Contact Server will enable the Inland Revenue to handle all customer enquiries efficiently regardless of the communication channel used."
Claire Fell, Inland Revenue new tax credits project manager said, "For us, being able to provide a professional service for people who need information about the new tax credits is essential. It's well documented that over seventy per cent of customer queries are currently made by telephone so efficient call handling is of paramount importance. With an eye to the future, however, we also recognised the need to handle e-mail and web enquiries and it was this requirement that steered us in the direction of the Aspect contact centre solution."
About Aspect Communications
Aspect Communications Corporation is the leading provider of business communications solutions that help companies improve customer satisfaction, reduce operating costs, gather market intelligence and increase revenue. Aspect is the trusted mission-critical partner of 76 percent of the Fortune
50, daily managing more than 3 million customer sales and service professionals worldwide. Aspect is the only company that provides the mission-critical software platform, development environment and applications that seamlessly integrate voice-over-IP, traditional telephony, e-mail,
voicemail, Web, fax and wireless business communications, while guaranteeing investment protection in a company's front-office, back-office, Internet and telephony infrastructures. Aspect's leadership in business communications solutions is based on more than 16 years of experience and over 8,000 implementations deployed worldwide. The company is headquartered in San Jose, California, with offices around the world as well as an extensive global network of systems integrators, independent software vendors and distribution partners. Aspect's UK offices are in Stockley Park, Uxbridge,
Middlesex and can be reached on 0800 ASPECT (i.e. 0800 277328).
For further information please contact
+44 (0)20 8589 1037
Hazel Butters/Michael Gray
+44 (0)20 8744 9168
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