Call Center Management Feature Article
December 17, 2012
Aspect Software Helps Experian Improve Call Center Management
By Rajani Baburajan, TMCnet Contributor
Aspect (News - Alert) Software, a provider of call center management and enterprise workforce optimization solutions, announced it has been selected by Experian to improve the company’s agent and call center performance. Experian selected Aspect Applications Foundation to provide an adaptable, single access interface for critical and actionable data to agents.
"Experian works with large amounts of customer and client information every day so making the information easily accessible and actionable is essential for our agents to assist consumers," said Lee Lundy, senior vice president of Consumer and Client Services, Experian, in a statement. "The interactive application has empowered our agents by giving them greater visibility to individual metrics, intraday task change and schedule management.”
Aspect Applications Foundation consolidates data captured by Aspect products as well as other enterprise systems that a contact center might access. The company’s interactive tiles technology takes advantage of the data and the underlying product functionality exposed by Aspect Applications Foundation to create dashboards and KPIs that are completely configurable.
As a result, users get the visibility to the information they required without having to open and navigate multiple windows and applications. This consolidated, simplified view reduces errors, time-to-information and customer wait times. So, agents can further customize their desktops to suit their unique needs and styles of working.
Additionally, the customizable Aspect solution seamlessly streams key features and functions from Aspect’s full product portfolio directly to a single desktop application. Organizations can bring their own experience to the call center, encapsulating their knowledge and know-how into more effective, efficient ways to deliver a better customer experience.
Aspect Applications Foundation consolidates data captured by Aspect products as well as other enterprise systems that a contact center might access, such as CRM or HCM. Aspect's interactive tiles technology can take advantage of the data and the underlying product functionality exposed by Aspect Applications Foundation to create dashboards and KPIs that are completely configurable. Users get visibility to the information they need, without having to open and navigate multiple windows and applications. This consolidated, simplified view reduces errors, time-to-information and customer wait times.
"Organizations like Experian understand that in order to deliver exceptional customer and client experiences, they need to have all contact center functions and team members tightly integrated with the data and information that fuel excellent customer experience," said Chris Koziol, president and general manager, Aspect. "Experian's application, based on our interactive tiles technology, enables a 'bring your own experience' empowerment to agents and supervisors, or any knowledge worker, which can show a clear, positive impact on productivity and bottom-line results.”
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Edited by Amanda Ciccatelli
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