Date: 08/16/2017, Phoenix, Arizona
- Aspect Via Workforce Management (WFM) will be Ring’s workforce management solution for over one thousand agents
- Solution will empower Ring’s agents and transform their work environment through an intuitive, modern interface
- Delivered through Amazon Web Services (AWS), Aspect Via WFM provides continuous delivery of new features through a reliable SOA cloud architecture
Aspect Software, a leading and award-winning cloud provider of fully-integrated consumer engagement, workforce optimization, and self-service solutions, announced today that Ring, a leader in home security products, has selected Aspect Via™ WFM as their sole workforce management solution to support over 1,000 customer service agents.
“Home security and neighbor (what we call our customers) peace of mind are paramount with Ring. Our mission as a company is to reduce crime in neighborhoods by keeping residents connected to their homes, their families, and their neighbors” said Jamie Siminoff, Founder and CEO of Ring. “Part of creating that feeling of safety is the community support we provide. Our investment in Aspect Via WFM will help improve our team member’s engagement and efficiency, empowering the team to provide the best community support possible.”
Aspect Via WFM will allow Ring to more accurately and efficiently forecast and schedule their inbound, outbound, blended, and back office staffing resources across all channels. Aspect Via WFM features a unified, customizable browser-based agent interface. According to the Aspect Agent Experience Survey, 75% of agents feel more engaged when using graphically-rich, up-to-date software and 81% feel it is important in improving their customer service.
“Ring’s investment in best-in-class cloud solutions shows their commitment to a great customer experience,” said Mike Bourke, SVP and General Manager, workforce optimization at Aspect Software. “Aspect Via WFM truly changes the game for both agents and supervisors, while also providing a more rapid time to value. We are very excited to partner with Ring to help them create a new level of agent experience and engagement that will improve an already stellar customer experience.”
Aspect Via is a fundamentally different approach to delivering a comprehensive and proven SaaS solution. While other contact center software vendors attempt to develop brand new cloud software, the result has been feature-limited and untested products. Aspect has completely re-factored its best-in-class and proven contact center, workforce optimization, and self-service suites for AWS. By deploying Aspect Via WFM, Ring will eliminate the need for complex integrations to third-party solutions that are typical with premise or hosted solutions, while lowering total cost of ownership. The company will also benefit from a continuous, seamless delivery of new software releases and capabilities with no disruption to their operations.
For more information on Aspect Via WFM, please visit us here.
Aspect helps enterprises break down the walls between people, processes, systems and data sources, allowing organizations to unite around the customer journey. By developing fully native interaction management, workforce optimization and self-service capabilities within a single customer engagement center, we enable dynamic, conversational interactions and create a truly frictionless omni-channel customer experience. Leveraging the agility of our worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained. For more information, visit www.aspect.com.
Ring's mission is to reduce crime in neighborhoods and empower consumers by creating a Ring of Security around homes and communities with its suite of affordable, DIY home security products. These devices enable users to monitor and protect every corner of their property from anywhere. The “neighborhood watch for the digital age,” Ring devices prevent burglaries and package thefts and keep homes around the world safe. For more information, visit www.ring.com. With Ring, you’re always home.