BWI: Aspect Technology Center (ATC) in Bangalore Raises the Bar in Customer Satisfaction

Press release from Business Wire India
Source: Aspect Software
Tuesday, January 06, 2009 03:08 PM IST (09:38 AM GMT)
Editors: General: Consumer interest; Business: Advertising, PR & marketing, Business services, Information technology; Technology
Release no: 18849
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Aspect Technology Center (ATC) in Bangalore Raises the Bar in Customer Satisfaction
Aspect® Unified IPT Offers Intelligent Routing and Queuing for Enhanced Customer Experience

New Delhi, Delhi, India, Tuesday, January 06, 2009 -- (Business Wire India) -- Aspect, a unified communications and contact centre software and services provider, today announced its Aspect Technology Center in Bangalore has deployed the key features of skills-based routing and queuing within Aspect Unified IP. This functionality allows the organization to significantly raise the level of service it is providing to Aspect customers.

Using Aspect Unified IP, the Aspect Technology Center in Bangalore can now reduce the call queue time for customers looking for product support, enabling the contact centre to:

-- Configure agents for primary, secondary and tertiary skill-sets in various products. An agent can have primary skill-set in one product and secondary/tertiary skill-set in another product.

-- Provide basic troubleshooting by routing calls to agents who have Aspect Unified IP as secondary or tertiary skill-set when those who are primary skill-set holders are busy.

-- Utilize agents with tertiary skill-sets to accept calls, create cases as needed, get the problem description and set up a callback.

"Aspect Unified IP continues to reduce complexity in managing the Bangalore contact centre and Aspect Technology Centers around the world, and we're already seeing higher productivity and reduced costs," said George Jose, director of Global Customer Support, Aspect Technology Center. "This intelligent routing of customer calls to specific support staff within Aspect enhances first-call resolution, which we know leads to higher customer satisfaction - a very important objective for us. We've seen the benefits of using intelligent routing and unified capabilities first-hand and we're certain that our Aspect Unified IP customers will see the same enhanced customer interactions and streamlined business processes in their contact centres."

The Aspect Technology Center in Bangalore provides:

-- Rapid issue resolution through 24x7 support availability and remote support abilities.

-- Support for system performance with ongoing application updates that refine system capabilities.

"Aspect Unified IP gives organizations greater flexibility and control over their customer interactions, ultimately helping them improve the customer experience they deliver and make a positive impact on the bottom line," said Rajeev Soni, general manager South Asia and Middle East, Aspect. "This successful implementation and unique deployment of Aspect Unified IP at the Aspect Technology Center will benefit our worldwide customer base and any organization that is looking to take advantage of a unified approach."

About Aspect

Aspect provides software and consulting services that turn the potential of unified communications into real business results across the enterprise and in the contact centre. Applying 35 years of insight and experience, Aspect helps two-thirds of the FORTUNE Global 100, as well as small and medium enterprises, power their business processes with communications. For more information, visit www.aspect.com.


CONTACT DETAILS
Shilpi Gupta, Aspect Software, +91 (011) 41519742, Shilpi.Gupta@Aspect.com

KEYWORDS
CONSUMER, MARKETING, BUSINESS SERVICES, IT, TECHNOLOGY

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