Date: 10/24/2012, Chelmsford, Massachusetts
- National Wireless carrier improves customer satisfaction, agent productivity and workforce efficiency.
- Company maximizes revenue recovery through deployment of Aspect Unified IP and Productive Workforce.
Aspect Software, a leading provider of customer contact and enterprise workforce optimization, today announced that Cellular One, one of North America's largest regional cellular companies, has incorporated the full Aspect suite of products with Aspect® Unified IP® and Productive Workforce™ to improve operational efficiency and the overall customer experience.
Cellular One recognized opportunities to increase efficiency and improve the customer experience with Aspect's unified interaction management and workforce management solutions. Aspect Unified IP is the next-generation customer contact solution that unites inbound, outbound, voice portal, Internet contact, multichannel self-service and proactive contact capabilities, as well as unified communications and collaboration functionality. Productive Workforce unites workforce management, performance management and quality management.
Cellular One is now able to intelligently route calls, provide customer self-service, automate outbound dialing, provide virtual unification and segmentation, as well as utilize quality management through Aspect Unified IP. Through new self-service and one-on-one assistance with subject matter experts, both customers and agents have more options. Agents and supervisors are more hands-on with scheduling and understanding the quality of their work and also facilitate post-call surveys to understand exactly how they are performing with customers.
"Providing exceptional service is a key part of the Cellular One value offering," says Matt Roskuski, Senior VP of Sales and Operations for Cellular One. "Aspect's interaction management and workforce management solutions have helped us do exactly that. The Aspect solution and support team have exceeded our expectations."
Aspect Unified IP is a complete, software-based, unified platform for next-generation customer contact that delivers reliable performance in a highly available and scalable architecture. The solution simplifies and flexibly manages interactions, producing operational efficiencies and cost savings. By fully equipping the enterprise with the recent release of Unified IP 7.1 (Tiger Shark), Aspect is providing the next step in the platform evolution for existing Aspect Unified IP customers, delivering the latest functionality and quality improvements that enable organizations to deliver exceptional customer experiences.
"Customers like Cellular One are a great example of how organizations that had been operating with legacy technology can transform their customer experience while reducing total cost of ownership by utilizing next-generation customer contact solutions. It allows companies to explore new technologies and implement new ways of doing business," said Chris Koziol, president and general manager of the Interaction Management division at Aspect. "We look forward to working with the Cellular One team to continue to deliver innovative ideas and a differentiated customer experience."
About Cellular One
Cellular One is one of the largest and most successful regional wireless carriers in the United States, serving customers in Louisiana, Texas, and Montana. Cellular One is committed to providing great value and exceptional service for its customers. The Cellular One team of knowledgeable, experienced professionals is dedicated to serving customers and local communities in ways that far exceed their expectations. For more information, please visit www.cellonenation.com.
Aspect builds customer-company relationships through a combination of customer contact software and workforce optimization for the enterprise. For more information, visit www.aspect.com.
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Aspect, Unified IP, Productive Workforce 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.