24-7 INtouch Partners with Aspect Software to Provide
Clients With Market Leading Aspect® eWorkforce Management™ Solution
24-7 INtouch, an award winning contact center outsourcer, announced
today the partnership with Aspect Software, the world’s largest company
solely focused on the contact center, in selecting their Aspect®
eWorkforce Management™ tool. The addition of the industry leading
workforce management (WFM) software to 24-7 INtouch’s suite of contact
center technologies, promises 24-7 INtouch increased efficiencies in staffing,
forecasting, scheduling, and greater productivity of their agents,
ultimately providing improved and consistent service to clients.
"One of our main advantages over other outsourcers is our focus
not only on providing industry standard service levels each month, but
consistently on a day-to-day basis," says Greg Fettes, President and
CEO of 24-7 INtouch. "By adding Aspect Software as a technology partner,
we are able to improve our current WFM methodologies and ensure all our
clients are receiving quality service levels for each of their calls.
This added focus on consistency will translate into increased competitiveness,
revenue growth, and a strong reputation among our clients."
Workforce management is the heartbeat of any call center. It is a constant
balancing act between work required and resources available, especially within
an outsourced environment. Expected workload is forecasted accurately first,
then resources are allocated accordingly on a day-to-day and even minute-by-minute
basis. A contact center that is unable to anticipate call volume precisely
will experience overstaffing or understaffing. The results are additional
cost to the company due to excess manpower, or inferior service due to a
shortage in staff thus translating into customer and client dissatisfaction.
Aspect eWorkforce Management is a market-leading solution that helps fine-tune
agent performance to increase productivity, empower agents to reduce turnover
and simplify operations to reduce costs. Contact centers can gain insight into
overall performance to realize greater business goal alignment.
"Many companies do not understand the importance and sensitive nature
of contact center scheduling. At 24-7 INtouch, we feel it is our duty as an
outsourcing partner to provide expert tools to our clients and ensure industry
best practices are implemented. With WFM, we constantly strive to hold ideal
agent occupancy rates and consistent service levels, all while simultaneously
controlling costs," states Fettes.
"As an award-winning contact center services provider, 24-7 INtouch
clearly understands the impact that optimized staffing resources can have
on the customer experience and the bottom line," says Ralph Breslauer,
executive vice president of sales and marketing, Aspect Software.
"By implementing Aspect eWorkforce Management, 24-7 INtouch is
embracing innovative workforce optimization technology to maximize resources
and increase productivity, which ultimately helps create positive company-customer
interactions. Aspect Software is proud to support their business strategy and we’re
confident that the implementation will ensure a distinct competitive advantage."
About 24-7 INtouch
24-7 INtouch (www.24-7intouch.com) is a multi-channel
call center outsourcing company that provides practical and affordable customer
relationship management solutions across various industries. Using the most advanced
technology in the industry and Certified Sales and Customer Service Representatives,
24-7 INtouch is dedicated to helping clients increase their sales and strengthen
their customer service. Currently, the company’s primary products are the outsourcing
of inbound call center services and live online customer support solutions such as
Live Web Chat.
About Aspect Software
For more information Click Here or visit
www.aspect.com.
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