Workforce Optimization Featured Article
Aspect Helps Experian Realize Broader Visibility to Key Performance Indicators
By Nathesh, TMCnet Contributor
Experian, an information services company, is going to use solutions from Aspect (News - Alert) Software to equip contact center desktops with customizable data and actionable information, which in turn will enhance its agent and call center performance.
The new customizable and flexible Aspect solution that Experian is going to deploy is based on Aspect’s Applications Foundation, a fusion of the company’s interaction management technologies. Agents of Experian are slated to receive an adaptable, single access interface for critical and actionable data.
Lee Lundy, senior vice president of consumer and client services at Experian, said in a statement, “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. The interactive application has empowered our agents by giving them greater visibility to individual metrics, intraday task change and schedule management.”
The Aspect Applications Foundation reportedly blends core contact center capabilities with enterprise-level collaboration, communication, business intelligence and relationship management technologies that create new possibilities for Experian to realize better efficiency and effectiveness from its current operations.
Experian will also have a broader insight into key performance indicators as well as seamless access to features and processes that help it commence immediate or corrective action.
Chris Koziol, president and general manager of Aspect, added, “Leading 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. 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 Rachel Ramsey