Aspect Selected by Banco Walmart to Achieve Increased Collections Efficiency and Agent Productivity
Corsidian Helps Banco Walmart Implement Streamlined Collections, Voice Portal and Intelligent Routing Capabilities in the Contact Center
2 Mar 2010
MEXICO CITY, 2 March 2010— Aspect, a global provider of unified communications (UC) and collaboration services and software, announced today that Banco Walmart has selected Streamlined Collections™, a unified communications (UC) application for the contact center, as well as voice portal and intelligent routing capabilities from Aspect to increase its collections efficiency. Utilizing Aspect software and services from Aspect channel partner, Corsidian, the company expects to improve promises to pay, reduce roll rates and bad debt provisions, and deliver a better customer experience. Banco Walmart provides checking and savings accounts, loans, credit cards, and more across its network of 863 Walmart outlets in 130 Mexican cities.
When Banco Walmart decided to launch its retail banking operations, the company knew that growth could happen rapidly and expected to increase its customer base from 50,000 to 500,000 in 2010 alone. Project leaders determined the need for a complete contact center solution that included an outbound dialer, voice portal, and campaign management capabilities that could easily integrate with the company’s virtual customer relationship management (CRM) application. They wanted to be able to address both collections and customer service business processes, while supporting the expected significant business growth and improving agent productivity.
Following the implementation of Streamlined Collections at Banco Walmart, the company could:
• Intelligently transfer callers to agents based on skill sets and customer data gathered by the voice portal application
• Tightly integrate the bank’s collections processes with its collections CRM for desktop management and list building
• Enhance the hardware security module with integrated security for personal identification number (PIN) and customer data protection
• Offer quality and business-driven recording management for agent mentoring and feedback
• Enhance its Citrix-protected back-office applications
In addition to the 150 percent collections productivity increase it has already realized, Banco Walmart has improved its voice self service utilization rate by 50 percent and has saved $100k in PIN replacement processing costs.
“Aspect and our partners are committed to providing customers with innovative, cost-effective software and services that offer unparalleled choice and flexibility while delivering real business benefits,” said Alejandro Bourg, vice president of sales for the Caribbean and Latin America, Aspect. “When companies like Banco Walmart choose to implement Aspect UC applications for the contact center, it demonstrates that businesses are becoming increasingly aware of the fact that they must find ways to deliver a better customer experience and create longer-lasting, more profitable customer relationships.”
Streamlined Collections is a UC application for the contact center, powered by the Aspect® Unified IP® platform product, which automates early-stage collections and enables expert agent engagement for a more effective delinquent account targeting strategy so organizations can secure more promises to pay faster, reduce servicing costs and write-offs, and improve collections results.
About Aspect
Aspect is a global software and IT services firm specializing in applying Microsoft® 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. For more information, visit www.aspect.com.
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Note: Aspect, Unified IP, Streamlined Collections and Aspect Software are 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.