Workforce Management Feature Article
August 20, 2010
Aspect Unified IP Call Center Service Platform Chosen by Westlake Financial Services
By Raju Shanbhag, TMCnet Contributor
Aspect Unified IP 6.6 Enhanced powers the Seamless Customer Service, Blended Interaction and Streamlined Collections unified communications applications for the contact center. It provides proactive contact and compliance enhancements for collections, simplified installation, enhanced security and high availability.
The Aspect Unified IP product platform enables Westlake to communicate with customers via web chat, email, text message, or through rich self-service voice applications apart from allowing the company the handling advanced intelligent inbound routing and outbound dialing. Along with the capabilities of Aspect Unified IP, Westlake's deployment of the Blended Interaction application includes workforce management capabilities from the PerformanceEdge (News - Alert) platform product.
“Westlake Financial Services is creating a winning contact center strategy with its deployment of the Blended Interaction application which enables the organization to leverage new channels of communication and provide an even richer customer experience," said Andy Bezaitis, senior vice president of product management, Aspect. "Westlake clearly recognizes the agent efficiencies, improved collections results and enhanced customer service that can be achieved with this new deployment.”
With the above mentioned workforce management capabilities, Westlake will now have the means to easily collect and analyze real-time and historical call data to generate forecasts, schedule agents based on skill sets and load patterns, and conduct call and trend analysis. The company will now also have the flexibility of implementing a wider range of strategies and has been able to reduce its headcount and full-time employee cost by over 20 percent.
In November 2009, the company introduced new quality management features in its Productive Workforce unified communications application for the contact center. PerformanceEdge Quality Management 3.0, the new application offers features such as cradle-to-grave interaction tracking, enhanced security and compliance, improved alerting, redundancy, system management, and increased features for outsourcers. Other capabilities offered include Security and PCI (News - Alert) compliance capabilities, the company states.
Raju Shanbhag is a contributing editor for TMCnet. To read more of Raju’s articles, please visit his columnist page.
Edited by Juliana Kenny