Aspect Communications Corporation (Nasdaq: ASPT), a leading provider of enterprise customer contact solutions, has received a 2004 CRM Excellence Award from Customer Inter@ction Solutions magazine.
Aspect’s contact centre solutions were recognised for enabling companies to improve customer relationships by better managing communications, workforces and information. The editors evaluated one Aspect customer in the utility industry and found that, by using Aspect technology, it could handle twice the number of calls without increasing its workforce.
Customer Inter@ction Solutions has been a premier publication in the CRM, call centre and teleservices industries since 1982. "Our CRM Excellence Awards are a means of commending companies that have proven to be true CRM partners to their customers and clients,” said Nadji Tehrani, founder and chairman of TMC (Technology Marketing Corporation), publisher of Customer Inter@ction Solutions. “Aspect has demonstrated to our publication’s editors that its products and services have substantially improved the processes of its clients’ businesses by streamlining and facilitating the flow of information needed for companies to retain their most precious assets—their customers.”
“Our customers operate in highly demanding industries. They need to demonstrate responsiveness, to show their customers that their concerns are being addressed as quickly as possible. At the same time, they need to closely monitor communications and labor costs. Aspect’s products help them keep costs down and service quality high,” said Brian Gentile, senior vice president and chief marketing officer at Aspect. “This award acknowledges the very constructive, strategic role our contact centre technology can play in any company’s customer relationship management program.”
About Aspect's Technology
The Aspect Call Center can process up to 200,000 peak inbound and outbound calls an hour, route calls according to agent skills, simultaneously queue calls across multiple sites and provide tools for reporting real-time and historical data.
The Aspect Enterprise Contact Server links contact-handling systems and agent desktops to front- and back-office databases where customer information is stored; makes it possible to create process flows based on business rules that include steps performed with multiple systems in multiple business units; provides an intuitive graphical development environment that can reduce the time and expense of developing customer-facing applications; and enables universal queuing and routing of multichannel contacts.
Aspect Customer Self-Service is a full-featured, open IVR platform using PSTN and VoIP connectivity to deliver all the traditional benefits of voice self-service, such as automating transactions normally performed by costly live agents, extending business hours and giving customers convenience and privacy. It also includes advanced speech-recognition, text-to-speech and voiceprint identification capabilities.
Aspect Adapters enable integration of Aspect Enterprise Contact Server with e-mail response management systems such as eGain, so that contact centres can take advantage of the systems’ advanced e-mail handling features, and e-mail can be blended with voice and Web contacts to ensure customers of consistent responses and to make sure that the company has a single unified view of all customer interactions.
About Aspect Communications
Aspect Communications Corporation is a leading provider of contact centre solutions and services that enable businesses to manage and optimise customer communications. Aspect's global customer base includes more than two-thirds of the Fortune 50 and leading corporations in a range of industries, including transportation, financial services, insurance, telecommunications, retail and outsourcing, as well as large government agencies. The company's leadership is based on 18 years of expertise. Aspect is headquartered in San Jose, California, with 24 offices in 11 countries 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).
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 1168
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