Helping drive future expansion with skills based routing, Aspect capabilities play a key role at Clearanswer
Stockley Park, London, 10 November 2011 — Aspect, a leading provider of
customer contact and
Microsoft platform solutions, today announced that Clearanswer, a contact center outsourcer, has selected Aspect
® Unified IP
® as its key strategic contact center technology platform. To further drive the company’s next phase of growth, Clearanswer has invested in 40 additional licenses of Aspect’s unified customer contact platform, half of which include blended inbound and outbound agent positions in order to maximize both cost efficiencies and customer service levels.
This latest wave of license purchases takes Clearanswer’s investment in Aspect Unified IP licenses up to 250 agent positions, with 50 of those licenses being blended agents. Aspect Unified IP is an integrated Internet Protocol (IP) contact center suite of applications supporting ACD, outbound dialing, voice self-service, Internet contact, workflow and contact recording and quality assurance that supports all inbound, outbound and blended multichannel interactions. It provides value to contact centers, helping them increase productivity, profitability and customer service. The Aspect Unified IP platform product is deployed by Clearanswer to support all of their inbound and outbound services.
Clearanswer is one of the UK’s fastest growing contact center outsourcers with an impressive and expanding portfolio of blue chip clients. They have an extensive range of inbound and outbound customer contact services that span from inbound customer service to inbound and outbound sales.
Today, Clearanswer takes advantage of several key capabilities of the Aspect platform:
• Inbound Automatic Call Distributor (ACD): To answer, prioritise and intelligently route callers to available agents, and report on all inbound contacts
• Outbound dialing: To deliver automated predictive outbound contact services
• Call recording and Quality Management: To record and analyze customer contacts for quality and compliance purposes
• Voice portal: Next-generation voice self-service (IVR) capabilities that enable Clearanswer to fully or partially automate interactions.
Clearanswer is also looking to take advantage of the extensive multichannel contact handling capabilities of the platform in the near future, enabling the company to extend its multichannel services through SMS, email handling and support for social media interactions.
Over the past two years, the advanced inbound/outbound functionality of the Aspect Unified IP platform, and in particular its skills-based routing capabilities, has played a major role in improving contact handling quality according to Clearanswer Director Steve Dunk.
“We had an extensive look around the marketplace before selecting Aspect as our strategic platform for moving the business forward,” said Steve Dunk, “We believe it is a technically excellent platform, offering many features we didn’t feel we could get from other suppliers. We have also built a very close and mutually beneficial relationship with the Aspect team who have been very supportive and highly responsive to our needs.”
“Clearanswer is rapidly establishing a name for service excellence, great sales and customer service results in the highly competitive outsource marketplace,” said Mark King, senior vice president, Europe and Africa, Aspect. “We are delighted that the company has chosen Aspect Unified IP as its strategic contact center platform moving forward and we look forward to working with the team at Clearanswer to push the quality and performance bar even higher, as well as to fully support the company’s ambitious growth plans.”
About Aspect
Aspect builds customer relationships through a combination of customer contact software and Microsoft platform solutions. For more information, visit
www.aspect.com.
About Clearanswer
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Aspect, Unified IP and Aspect Software are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.
