Workforce Optimization Featured Article

Aspect Software Expands Contract with Choice Logistics

 
September 26, 2012


By Anil Sharma,
TMCnet Contributor
 

Aspect (News - Alert) Software, a provider of customer contact and enterprise workforce optimization solutions, has expanded the scope of its long-term contract for strategic storage and time-sensitive delivery of spare parts, Choice Logistics said recently.

Choice Logistics is now supporting Aspect in Europe, Middle East and Africa (EMEA) through forward stocking locations in Moscow, Russia; Istanbul, Turkey; and Cairo, Egypt.

“The Choice Logistics team has managed our spare parts network in Canada for more than eight years, which gave us confidence in their ability to be our partner in this expansion,” said William Vega, logistics analyst for Aspect, in a statement.

Vega said that Choice Logistics offers a valuable service that is instrumental in supporting the customers’ growing and expanding operations in new regions around the world.

Officials with Aspect Software said that the company develops and supports contact center and workforce optimization platforms, including its own Telephony Media Server (TMS), a component of Aspect’s exclusive Unified IP Communications platform. The Aspect workforce optimization platform delivers strategic workforce planning, workforce scheduling, quality and performance management, recording, surveying, coaching, eLearning and analytics to help you improve productivity and reduce costs in your front- and back-office operations.

According to company officials, businesses in mission-critical industries such as financial services, telecommunications, healthcare, retail, transportation and utilities rely on this platform as the foundation for all customer contacts, 24 x 7.

“Competition is fierce in today’s difficult economic environment, and a company must distinguish itself with a customer contact center that is always available,” said John LaHaye, senior vice president of business development at Choice Logistics, in a statement.

LaHaye said that as Aspect advances, enterprise solutions that unify customer communication across phone, e-mail, chat and social media, it continues to enhance its technical support offerings around the world to ensure that global companies can rely on these critical applications.

Aspect Technical Services provides both remote and on-site support and resolves more than two-thirds of all logged customer and business partner problems within 24 hours, utilizing a force of 500 support professionals in 14 strategic locations across nine countries. When onsite dispatch is required for hardware support, Aspect Technical Services places an order with Choice Logistics for the appropriate spare part and schedules a Field Service Engineer to arrive at the site simultaneously.

Company officials said that Aspect positions its spare parts in Choice Logistics strategic stocking locations (SSLs) across Canada and EMEA to enable delivery within the timeframe promised to customers. Through Critical Service Parts Insight (CSPI), Choice Logistics’ unified technology platform, Aspect has complete visibility and access to its spare parts inventory.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Austin 2012, taking place Oct. 2-5, in Austin, TX.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Rachel Ramsey

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