Aspect Software Inc. is a global software and IT services firm specializing in applying Microsoft Inc. unified communications and collaboration to help customers achieve optimal results through enhanced business processes across the enterprise and in the contact center. Aspect provides IT consulting, integration services and business applications.
Challenge. In reviewing its legacy technical environment and business interaction model, Aspect determined that the company had a fragmented infrastructure due to mergers and acquisitions over a number of years. It also identified opportunities to streamline the environment as well as improve both internal and customer-facing processes by eliminating the siloed infrastructure of different legacy telephony hardware in various offices and regions.
Solution. Aspect implemented Microsoft Office Communications Server — with presence, instant messaging, voice/audio/video conferencing and more — across its 1,800 employees to enable greater collaboration internally across offices and business groups, as well as externally with customers.
To best leverage this unified communications technology in its contact center, Aspect deployed Seamless Customer Service, its own unified communications application for the contact center. This application delivers the tools needed for comprehensive call response, including inbound routing, coordinated voice self-service to live service and Ask an Expert functionality to improve first call resolution and enhance the customer experience.
Ask an Expert empowers Aspect agents with unified communications capabilities such as presence, IM and conference calling and enables Aspect support engineers to use presence and skill criteria to find an available expert and rapidly address customer questions.
Seamless Customer Service also provides skills-based routing and prioritized routing that allow the most appropriately skilled support engineer to handle a given customer inquiry. And, at the end of each interaction, a post-call voice survey helps Aspect measure customer satisfaction with the service experience and allows them to continuously identify opportunities to further improve service and support.
