Aspect Communications Corporation
(Nasdaq: ASPT), the leading provider of enterprise customer contact solutions, today announces that Garlands Call Centres has extended its investment in Aspect contact centre technology to its new Middlesbrough contact centre.
Garlands is an outsourced contact centre operation with a blue chip client
list that includes leading businesses in the telecoms (mobile and fixed),
utilities, multi-media entertainment and financial services industries. In
November 2002, Garlands Call Centres was named 'Best Large UK Contact
Centre' at the 2002 National Customer Service Awards.
Opened in January 2003, Garlands' Middlesbrough contact centre site is
equipped with the same Aspect Contact Server and Aspect CallCenter
technology that's currently used at Garlands main contact centre site in
Hartlepool, near Newcastle. The Aspect CallCentre technology answers,
manages and reports on all voice calls handled by the Middlesbrough site
with the Aspect Contact Server platform extending Garlands interaction
offerings to include email, Web, SMS and other on-line customer contact
media - without Garlands having to invest in expensive new systems and
system integration work.
Garlands CEO, Chey Garland, plans to increase capacity by as many as 1000
agent seats between the company's Hartlepool and Middlesbrough call centres during 2003, bringing the total number of agents employed to around 2300. She says "Garlands and Aspect have enjoyed a positive relationship over many years and the decision to invest in further Aspect solutions at our new site was a straightforward one. We don't believe there is another universal queuing and CRM solution on the market today that is as integrated and flexible. It's a capability that gives Garlands a significant competitive advantage in a tight marketplace".
"We're very pleased to receive this new order" says Paul Tollan, Aspect's UK
Managing Director. "Garlands and Aspect have enjoyed a strong relationship over many years and we very much appreciate their continued support".
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 a trusted mission-critical partner with over two-thirds 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 17 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).
Established in 1997, Garlands Call Centres was named the UK's fastest
growing large call centre by Marketing Magazine in its 2001 Telemarketing
League Tables. Garlands has a blue chip client list that includes leading
businesses in the telecoms (mobile and fixed), utilities, multi-media
entertainment and financial services industries.
The company handles both inbound and outbound customer contacts via phone,
email and the Web for customer retention, cross selling, upselling, customer service, customer acquisition, credit management and customer lifecycle
Garlands is passionate about its people, believing that people are key to
providing the best customer service. The company provides comprehensive and
innovative programmes with a holistic focus to develop the skills of its
staff - programmes that extend beyond the call centre and into the local
Garlands Call Centres was named 'Best Large Contact Centre' at the 2002
National Customer Service Awards. It was also a winner in the category
'Intelligent Application of Data for Telemarketing' at the 2002 Marketing
Direct Intelligence awards.
Garlands CEO, Chey Garland, was named Tees Valley 'Business Executive of the
Year' in both 1999 and 2001. She has also received national recognition in
2002, notably as 'Business Services Entrepreneur of the Year' at the Ernst
and Young Entrepreneur of the Year Finals, Best Business Leader in the 100+
employee category at the Sage Business Awards and as the runner-up in the
Verve Clicquot Award for Business Woman of the Year.
Cautionary Note Regarding Forward-looking Statements: All statements in
this release that involve Aspect's forecasts, beliefs, projections,
expectations, strategies and intentions are forward-looking statements
within the meaning of the safe harbor provisions of the Private Securities
Litigation Reform Act of 1995. These forward-looking statements, which are
based on information available to Aspect at the time of this release, are
not guarantees of future results; rather, they are subject to risks and
uncertainties that may cause actual results to differ materially from those
set forth in this release. These risks and uncertainties include, but are
not limited to, the uncertainty of demand for Aspect products; the
anticipated customer benefits from Aspect products; increased competition
and technological changes in the markets in which Aspect competes; Aspect's abilities to manage growth; intense competition for qualified employees; and other risks detailed from time to time in the company's filings with the Securities and Exchange Commission, including Aspect's annual report on Form 10-K and Aspect's quarterly reports on Form 10-Q. Aspect assumes no obligation to update information concerning its expectations.
Aspect, the Aspect logo and the phrases and marks relating to other Aspect
products and services discussed in this press release constitute one or both
of the following: (1) registered trademarks and/or service marks of Aspect Communications Corporation in the United States and/or other countries or (2) intellectual property subject to protection under common law principles. All other names and marks mentioned in this document are properties of their respective owners.
For further information please contact:
+44 (0)20 8589 1037
Gray Associates, on behalf of Garlands Call Centres
Tel: +44 (0)208 744 9168
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