Stockley Park, London, 30th November 2000 - Aspect Communications Corporation (Nasdaq: ASPT), the leading provider of customer relationship portals, today announced that Garlands, a leading UK outsourced contact centre operator, has selected the Aspect Customer Relationship (CR) Portal as the core e-business platform behind its new customer relationship management (CRM) service.
The new CRM service extends the call handling service Garlands already provides to its clients by allowing customer contacts to be handled at any time of the day, using the customer's choice of channel (i.e. voice, e-mail, Web etc.).
The Aspect CR Portal sits at the heart of Garlands e-business operation, blending customer interactions across Web, phone and e-mail into a single, manageable queue and intelligently handling each contact according to a pre-defined set of user-defined business rules. In this way, Garlands is able to prioritise and personalise customer contacts, route customers in real time and create new opportunities to cross-sell and up-sell by gaining a better understanding of the needs of its clients' customers.
In order to more efficiently schedule customer service representatives (CSRs) to specific campaigns and hence increase agent productivity, Garlands has also invested in Aspect's eWorkforce Management (eWFM) solution. By using this in conjunction with the Aspect CR Portal, Garlands is able to more effectively schedule staff to ensure customers can make contact at any time, from whatever location and using whatever device they choose - and receive the response they are seeking.
"At Garlands, we are committed to building a knowledge-based business by investing in people and infrastructure in order to secure a client base of world class partners" said Chey Garland, Chief Executive of Garlands. "To achieve this, we must be able to demonstrate added value to our partners and the Aspect CR Portal has provided us with the ability to do this - as well as establish a key competitive advantage in the marketplace".
"Our ability to efficiently and intelligently handle multimedia contacts is second to none in the outsourced contact centre business" she added. "Since the CR Portal was installed, we've increased the number of e-mails handled and vastly improved the quality of e-mail handling. Our new CRM capabilities have been key to both improving existing customer relationships as well as attracting new client business".
"Whether they are web-enabling the call centres of bricks and mortar companies, or call centre enabling the web-sites of dot.coms, outsourcers are at the forefront of the e-business revolution" said Dave Thomson, UK Marketing Manager, Aspect Communications. "By investing in the Aspect CR Portal and eWFM, Garlands have built a solid e-business infrastructure which will benefit their agents, their clients and their clients’ customers."
Starting as a commercial debt collection agency in 1980, Garlands diversified into call centre outsourcing when it established a 20 agent call centre operation in 1996. By October 2000, this number had grown to around 600 agents working on inbound and outbound tasks across multiple media (voice, fax, e-mail and Web) for a wide variety of blue chip client companies. Garland's flexibility to meet sudden increases in customer contacts, to quickly provide data and resources to assist with special client campaigns and to provide targeted teams to overcome clients' specific business issues, makes it one of the UK's most effective call centres. Its vast call-handling expertise and unshakeable commitment to delivering quality results enables clients to invest their time and money into planning the bigger picture. Garlands is headquartered in Hartlepool, Teesside, with offices in Stockton On Tees and Middlesborough. For more information, go to http://www.cjgarland.co.uk
Aspect Communications is the leading provider of customer relationship portals, a software platform for building and deploying eCRM (electronic customer relationship management) applications that enable businesses to ensure consistent interaction with their customers from one centrally managed e-business system.
Aspect's leadership position in eCRM solutions is based on its 15 year history and more than 7,600 customer contact centre implementations worldwide. The Aspect headquarters are in San Jose, California, with offices in major cities worldwide. The UK office is based in Stockley Park, Uxbridge, Middlesex. For more information about Aspect, visit the company's web site at http://www.aspect.com
or call the UK office on 020 8589 1000.
For further information, please contact:
Michael Gray/ Sarra Mandor
Gray Associates Ltd.
Tel: 020 8744 9168
Fax: 020 8744 9169
Tel: 020 8589 1193
Fax: 020 8589 1001
Garlands Call Centres
Tel: 01429 283000
Fax: 01429 283044
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