Know your customer

Today’s customers engage via various channels and come from different backgrounds. While Baby Boomers (1946-1964) might still prefer post-mail and face-to-face conversations, Generation X (1965-1979) and Generation Y (1980-1994) post experiences and refer company brands on social applications. Generation Z (1995-2010), on the other hand, have an entirely different perspective on life. Most Gen Zs […]

ASUGA comes to Africa

by Ric Wilson As a Senior Product Manager for Workforce Optimisation Products at Ninzi Connect Software. I have over 20 years’ experience in the Contact Centre Industry having working worked in the Telecoms and Banking sectors as well as Product Manager and Consultant for a Contact Centre Solution supplier. I have work experience in numerous […]

Driving Enhanced Customer Experience with Real-Time Back Office Intelligence

Frost & Sullivan has been paying close attention to the rise in the use of tools that are bringing about a step change in the efficiency and effectiveness of complex processing work typically undertaken within the Back Office. This Frost & Sullivan whitepaper is informed by a recent, major Back Office Workforce Optimization (BOWFO) market […]

Improving Desktop Productivity with Accenture Integrated Desktop and OpenSpan

This paper highlights the background and benefits of Accenture Integrated Desktop (AID), a framework improving desktop productivity, and one of AID’s key enabling technologies, the OpenSpan Platform, which enables the automation of business processes across enterprise front and back office desktop environments, especially contact center agents.

It’s Time to Fix Back-Office Operations

It’s time to fix your back office. Like most companies, you’ve probably been managing back-office functions the same way for many years. You may have tried a business process management (BPM) initiative to automate some of the tasks, but the basic functions, activities and management processes have remained the same. The problem is that the […]

Health Plan Provider Success Story – Aspect Workforce Management improves adherence and availability goals for agents

Contact center agents are a highly valuable resource for any organization and as more businesses realize the importance of staffing and retaining the right people, these companies are turning to performance optimization solutions to enhance their agent productivity and customer interactions. One insurance company realized this and saw the value in a robust workforce management solution to help them […]

Financial Services Company – Aspect Workforce Management helps company improve efficiency and save more than 400 work hours

This Aspect client offers businesses, individuals, and institutional customers a wide range of financial products and services, including retirement and investment services, life and health insurance, and banking through its diverse family of financial services companies. A member of the Fortune 500, the company serves some 19 million customers worldwide from offices in Asia, Australia, Europe, Latin America, and […]

Aspect Workforce Management – An analyst’s tool for modeling multiskill environments

Many contact centers choose to implement multiskill and multichannel routing strategies to increase agent utilization and improve efficiencies. Multiskill strategies improve efficiencies by creating larger pools of contacts and agents. The more contacts a group receives, the more likely it is that an agent is coming off a contact right as another contact arrives. This […]

Improving Business Visibility and Control with User Process Monitoring

Business processes typically have many steps of varying complexity, and many of these steps can now be automated through enterprise Business Process Management (BPM) software. But with most business processes-even those orchestrated by BPM-many tasks must still be completed manually, typically by a knowledge worker using a Windows desktop with multiple applications that were not […]

Extending TouchPoint Banking Suite Applications with OpenSpan

This paper is intended for current Fidelity National Information Services TouchPoint® customers and prospects that have a driving business need to: Integrate TouchPoint applications with existing applications within their enterprise Automate user workflows that involve TouchPoint applications Improve upon their TouchPoint deployments by adding new business logic or extendinguser interfaces to drive productivity and performance […]