By deploying the Aspect (News - Alert) Unified IP software platform, RegioCom successfully enhanced the service quality for its clients. The Aspect Unified IP has been designed as a robust software-based unified platform that helps companies optimize management and delivery of differentiated customer service by offering them greater options for communication channels.
In a statement, Klemens Gutmann, managing director of RegioCom, said, “We have successfully been working with Aspect solutions for many years. Due to very good experiences with the Aspect Automatic Call Distributor we remained loyal to Aspect when we expanded further. This applies to the recording and quality management solution, Aspect Quality Management, which we installed in 2010 and also to the incremental migration to a unified multichannel software platform, a journey we started in 2011. The solution helps us to address expanding current and future needs. The flexibility of Aspect is reflected – among other things – in the fact that the quality management solution is integrated with the ACD, which we currently still use for 40 per cent of our agents, as well as with the new 7.1 version of Aspect Unified IP. This means we benefit from continuity and progress at the same time.”
The Aspect solution supports a simplified and flexible interaction management, and helps companies enhance their operational efficiency in addition to delivering substantial cost savings. Aspect’s Unified IP 7.1 software platform is the next stage in the development of the solution.
Stefan Jung, senior account executive, Aspect, said “Customers like RegioCom are key examples of how companies can master the transition to new technologies while leveraging previous investments.”
In the last few years, RegioCom has grown into a full service provider within the utility industry. The company employs a workforce of 2,000 employees and is now one of Europe’s largest utilities service providers. RegioCom’s services portfolio focuses on customer communication and interaction within the utility sector.
Edited by Rachel Ramsey