Aspect multi-channel contact management solution improves enterprise ROI

Aspect, the world's leading provider of fully integrated customer contact management, labor optimization, and background management solutions, recently announced that a separate Research report from Nucleus Research confirms that, after an enterprise's contact center is deployed in Aspect's fully integrated contact center and labor optimization platform, its call center efficiency is significantly improved and management costs are greatly reduced. At the same time, user satisfaction is also greatly improved.

Rebecca Wettemann, vice president of Nucleus Research, said: "Most companies that focus on user experience are aware that they not only need to optimize domestic Contact Center resources, at the same time, it also needs to improve user experience and increase the score of the net promoter (customer loyalty ). By deploying an Aspect full-integration contact and labor optimization platform, enterprises can sort out call center operations, reduce management time and costs, and improve user experience. The return on investment of enterprises will certainly increase significantly ."

The reason why the Aspect participating in the study can maximize Roi is mainly due to the following:

· Improve call center efficiency by improving daily work arrangements and personnel utilization.

· Provide more interaction opportunities for agents and managers to improve the transparency of customer contact.

· Use Automation, integration, reporting, induction training, and other functions to reduce the operation costs of the contact center.

· Improve IVR completion rate, shorten call wait time, provide more accurate call status, update and improve the transparency of Agent performance and powerful guiding functions, and improve user satisfaction.

· The use of self-help call policies and quality management tools enables agents to better understand and adopt the best working methods to boost employee morale.

The continuous emergence of communication methods allows users to express their satisfaction or dissatisfaction with their contact methods, time, and space. Such expressions have a certain tendency and may lead to a "relationship revolution", so the enterprise's contact center is pushed to the core of the enterprise. As the Central Contact Center platform of Aspect is suitable for all contact channels, the user experience provided by Aspect can meet the increasing user needs. This fully integrated solution can:

· Integrated with Aspect to improve the effective call time by 10%.

· Reduce the total call processing time of an enterprise.

· Using the self-service system, you can solve the problem without talking to the agent, and increase the call completion rate by more than 200%.

· Use Aspect quality management tools to improve the quality of Enterprise contact centers by 15%.

Nancy Dobrozdravic, vice president of Aspect solution marketing, said: "As a new customer experience center, the contact center has become the industry's golden standard for omni-channel customer experience. Allows the contact method to start from one channel and then seamlessly transfer to another channel. The results of the study of Nucleus us confirm that Aspect has done its best in coordinating related manpower and processes. We believe that organizations that can adapt to this "relationship revolution" can better increase customer loyalty and maximize customer value ."