Date: 12/13/2012, Chelmsford, Massachusetts
- Global information services company Experian selects Aspect to create broad visibility to key performance indicators, empower agents, improve contact center performance
- Flexible solution built on Aspect's Applications Foundation, a development platform created for rapid deployment of innovative solutions
- Creates an easily customizable desktop environment with key metrics and shortcuts to Aspect's interaction management and workforce optimization suite of products
, a leading provider of next generation customer contact
and enterprise workforce optimization
, today announced that Experian, a leading global information services company, has selected Aspect to improve the company's agent and call center performance. By leveraging the power of Aspect's Applications Foundation platform, Experian provides its agents an adaptable, single access interface for critical and actionable data.
Agents and call center managers no longer have to juggle multiple open applications or navigate between numerous screens as the customizable Aspect solution seamlessly streams key features and functions from Aspect's full product portfolio directly to a single desktop application. Aspect Applications Foundation enables organizations to bring their own experience to the call center, encapsulating their knowledge and know-how into more effective, efficient ways to deliver a better customer experience. The solution, leveraging Aspect's interactive tiles technology, allows agents to further customize their desktops to suit their unique needs and styles of working.
"Experian works with large amounts of customer and client information every day so making the information easily accessible and actionable is essential for our agents to assist consumers," says Lee Lundy, Senior Vice President of Consumer and Client Services, Experian. "The interactive application has empowered our agents by giving them greater visibility to individual metrics, intraday task change and schedule management."
Experian's call center supervisors and managers can get an instant view into the key performance indicators relevant to their business as well as easy access to the features, functions and processes that allow them to take immediate or corrective action. This supports Experian's culture of continuous improvement with ample opportunities for agent empowerment, self-evaluation, co-evaluation with their supervisor and validation against calibrated results.
"Leading organizations like Experian understand that in order to deliver exceptional customer and client experiences, they need to have all contact center functions and team members tightly integrated with the data and information that fuel excellent customer experience," says Chris Koziol, president and general manager, Aspect. "Experian's application, based on our interactive tiles technology, enables a 'bring your own experience' empowerment to agents and supervisors, or any knowledge worker, which can show a clear, positive impact on productivity and bottom-line results."
Aspect Applications Foundation consolidates data captured by Aspect products as well as other enterprise systems that a contact center might access, such as CRM or HCM. Aspect's interactive tiles technology can take advantage of the data and the underlying product functionality exposed by Aspect Applications Foundation to create dashboards and KPIs that are completely configurable. Users get visibility to the information they need, without having to open and navigate multiple windows and applications. This consolidated, simplified view reduces errors, time-to-information and customer wait times.
Announced earlier this year, Aspect's Applications Foundation allows easily-configured innovative solutions such as Aspect's interactive tiles, through packaged functional components and APIs. Interactive tiles is available globally. Click here to learn more about Interactive Tiles. For more information on Aspect Innovations, click here
. And to learn more on Aspect Applications Foundation, click here
Experian is the leading global information services company, providing data and analytical tools to clients around the world. The Group helps businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making. Experian also helps individuals to check their credit report and credit score, and protect against identity theft.
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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