| |
04.12.2008
Aspect Rated Most Trusted Workforce Optimization Technology Provider based on Datamonitor Survey
Read More...
|
 |
02.12.2008
Aspect Placed in Leaders Quadrant for 2008 Magic Quadrant for Contact Center Infrastructure, Worldwide
Read More...
|
|
25.11.2008
Aspect Takes the Gold at the Fifth Annual Team Massachusetts Economic Impact Award Ceremony
Read More...
|
|
|
|
| You Are
Here: Home >
Case Studies >
Unified IP Case Study |
| |
A Unified IP Solution For Norton Lambrianos
Norton Lambrianos
The company has, as their collection vehicle,
a contact centre which currently employs approx.
80 collectors who act as debt collectors on behalf
of financial and retail clients.
Norton-Lambrianos is skilled in the recovery
of early delinquency debt, pre-legal debt as well
as post legal debt.
Their methodology includes the full spectrum
of out-bound telephonic campaigns during and after
usual working hours, SMS campaigns, bulk mail postage,
electronic mail contacts as well as complete legal
procedure which includes the issue of summons, writs
of execution and service of emolument attachment
orders.
Actions are determined by a process tree and
monitored by vigilant management and recording
systems.
Visit www.norlamcc.co.za
for more about Norton Lambrianos
|
|
The Obstacle
Norton Lambrianos’ biggest problem was the volume
of customers they needed to contact. This means the
company only had enough time to work through their
database from top to bottom once. If a customer was
not contacted the first time the chance of them being
contacted again is unlikely due to the lack of time.
Norton Lambrianos compete with other companies on the
same books and have a high rating from their customers
which puts them in good stead.
Norton Lambrianos would send SMS’ to customers that
they could not contact telephonically. This necessitated
a solution that could accommodate blended agents to
receive the customers calls.
Conversations were not being recorded and there
was no quality management framework in place.
|
|
The Answer
Aspect EnsemblePro was the solution of choice
for Norton Lambrianos. EnsemblePro is a Unified
Contact Centre Solution which provides flexible,
powerful outbound automatic dialing with world class
campaign management functionality, as well as
Automatic Call Distribution, IVR, Self Service,
Voice Recording and unified management and reporting.
Aspect EnsemblePro provides your contact center with
access to real-time information on customer history and
preferences, enabling you to enhance key business
processes of customer service, collections, and sales
and telemarketing. This solution delivers rich,
actionable information, which drives performance
across your contact center. Through centralized
management, you can arm your organization with dynamic
customer data that leads to informed decisions, and can
ultimately provide you with a significant competitive
advantage.
Aspect EnsemblePro gives you the flexibility to
make real-time modifications to your contact center
as business needs dictate. Administrators and supervisors
can make dynamic changes to system settings like call
flows or agent properties, as they manage contact
center service levels. Agents can be moved to areas
of greater need as required. Modifications take effect
with the very next contact-with no need to stop and
start systems, campaigns or services.
Aspect EnsemblePro connects to, enhances and unifies
your existing contact center solutions to provide new
capabilities and investment protection. Aspect EnsemblePro
leverages your existing infrastructure by taking
advantage of common telephony resources, allowing
your contact center to provide unified functionality,
regardless of the underlying telephony deployed.
|
The Outcome
The ability to switch from predictive to
preview campaigns has enabled Norton Lambrianos
to get an average of over 3 database passes with
the same number of employees.
With Norton Lambrianos seeing such improvements
in productivity, they are now in a commanding lead
with regards to the companies they are in direct
competition with. They have also increased their
connect rate to customers while maintaining the
same staff numbers.
The unified EnsemblePro suite allowed Norton
Lambrianos to report across the now blended agents,
as well as split the agents into workgroups to work
on smaller campaigns as and when required. The
flexibility of the system has provided significant
results for Norton Lambrianos in productivity as well
as having a positive effect on their bottom line.
|
|
Aspect Software
Aspect Software, is the world's largest company
solely focused on providing products and services
for customer care, sales, telemarketing and collections
for in-house and outsourced contact centres. They
have a robust, market-leading product portfolio
that includes predictive diallers, automatic call
distributors (ACD), unified contact centre systems,
self-service interactive voice response (IVR) systems,
workforce management applications and performance
analytics solutions, enabling the company to meet
customer demand for increased functionality and
reduced complexity.
|
|
Aspect Unified IP
Aspect EnsemblePro is a complete contact centre
solution that unites inbound, outbound and blended
multi-channel contact (voice, email, internet and
fax), with multimedia recording, Quality Monitoring
and Quality Management capabilities. In addition,
Aspect EnsemblePro provides application service provider
(ASP) capabilities enabling service providers to host
multiple clients segmented as individual tenants. That
coupled with the workflow integration component makes
the Aspect EnsemblePro the contact Centre solution
of choice.
Benefits
- Dynamically adjust to business conditions
without the need for highly technical resources
or cesation of contact centre activities.
- Increase customer satisfaction by providing
a consistent experience across multiple
channels.
- Improve agent productivity by enabling
them to toggle between campaigns without
having to log in and out of multiple
systems.
- Leverage your existing infrastructure.
|
|
|
|
