Date: 7/30/2013, Phoenix, Arizona
- Municipality improves infrastructure manageability, overall business processes with unified solution from Aspect
- Performance improvement, cost effectiveness pave way for service expansions in additional counties
, a leading provider of fully-integrated customer interaction management
, workforce optimization
, and back-office
solutions, today announced that customer Greater Cincinnati Water Works (GCWW), a department of the city of Cincinnati, has improved service response rates and increased agent visibility using Aspect’s Unified IP®
solution. The Greater Cincinnati Water Works delivers about 133 million gallons of water a day and provides service to more than one million people in Ohio and Kentucky.
GCWW had been utilizing legacy and disparate technology systems and sought a unified solution to improve the stability, flexibility and long-term dependability of its contact center in order to service the 240,000 accounts they work with every day. Through extensive research, GCWW made the decision to move to an Aspect Unified IP platform, utilizing multiple capabilities such as Aspect Blended Interaction and Productive Workforce within one hub.
“In order to meet and exceed GCWW’s mission to serve our customers with a plentiful supply of the highest quality water and excellent service, a dependable contact center technology that can adapt and expand to meet our current and future needs is essential to provide optimal customer service,” said Mimi McGarry, Customer Contact Center Manager at Greater Cincinnati Water Works. “GCWW customers want fast and effective resolution to the issues they call GCWW about and contact center agents need a solution that gives them the capability to do that. Since deployment, Aspect’s interaction management solution has improved our call quality and service response time as well as the overall manageability of our contact center operations.”
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. Productive Workforce™ provides managers and agents with the insight, tools, and processes to optimize resource utilization and adopt a continuous improvement culture with workforce management, quality management and performance management capabilities.
Since implementing the solution, some of the benefits GCWW and its customers have experienced include:
- Increase in calls answered in 35 seconds or less by 14%
- Decrease in abandoned calls by 55%
- Increase in the average speed of answer by 40%
“Watching the technology transformation at Greater Cincinnati Water Works and the operational improvements the organization has experienced has been very rewarding for Aspect,” said Chris Koziol, President and General Manager of the Interaction Management division at Aspect. “Through the exploration process to stepping into Aspect’s next generation UIP platform, GCWW has paved the way to managing and delivering a differentiated experience for their customers.”
About Greater Cincinnati Water Works
GCWW serves more than 1.1 million people in most of Hamilton County and parts of Butler, Warren and
Clermont counties in Ohio and Boone County in Northern Kentucky including the City of Florence. On
average, the utility produces about 133 million gallons of water a day and can treat up to 280 million
gallons daily. It draws most of its source water from the Ohio River.
Aspect’s fully-integrated solution unifies the three most important facets of modern contact center management: customer interaction management, workforce optimization, and back-office. We help the world’s most demanding contact centers seamlessly align their people, processes and touch points to deliver remarkable customer experiences. For more information, visit www.aspect.com