Aspect Software Creates 360 Degree View of Customer Interactions with Introduction of Microsoft Dynamics CRM for Aspect Unified IP

Date: 12/10/2012, Chelmsford, Massachusetts

  • Health and long-term care risk management company LifePlans selects Aspect unified interaction management solution, unites disparate technologies
  • Streamlined view of multichannel customer interactions integrates Microsoft Dynamics CRM with Aspect® Unified IP®
  • Innovation of Microsoft Dynamics CRM offering built on Aspect's Applications Foundation
Aspect Software, a leading provider of next generation call center software and enterprise workforce optimization, today announced that LifePlans, a long-term care insurance service, risk management, and research company, has selected Aspect's Microsoft Dynamics CRM for Aspect Unified IP to optimize its existing Aspect Unified IP, Productive Workforce and Microsoft Dynamics CRM infrastructure and improve overall business processes and productivity across their organization.
Dynamics CRM for Aspect Unified IP is a next-generation customer contact innovation, leveraging the interaction management capabilities of Aspect Applications Foundation and Microsoft's foundational customer relationship management technology (Dynamics CRM 2011). Through easier information access, intelligent customer interaction and workflow automation, it provides call centers with superior support for consistently providing better agent customer interaction experiences and business outcomes, by integrating the versatility of Microsoft's CRM platform with the core agent empowerment and workflow automation strengths of Aspect's interaction management solution. The Aspect Applications Foundation, which allows easily-configured innovative solutions through packaged functional components and APIs, enables organizations and their agents to bring their own experience to the call center and find more effective, efficient ways to deliver a better customer experience.
LifePlans, a premier health and long-term care risk management company, which assists health plans and long-term care insurers to manage risk through innovative, evidence-based solutions, selected Microsoft Dynamics CRM for Aspect Unified IP in order to analyze their customer and transactional data to gain greater visibility into their customer activity and agent workflow. Due to the company's vast client base, and the multiple processes and transactional requirements of each of their clients, a fragmented infrastructure had begun to cause task and information management challenges across the company. They saw Microsoft Dynamics CRM for Aspect Unified IP as a solution that could bring their information and people together to effectively collaborate and customize their desired capabilities.
"Microsoft Dynamics CRM for Aspect Unified IP has helped us improve customer care by creating a more efficient workflow for a better agent-customer experience," said Steve McIsaac, LifePlans VP of Information Technology. "Our transition to this solution was seamless because Aspect took a hands-on approach from day one, using a project methodology and functionality that was a perfect fit for LifePlans. It was a highly structured process and they were very dedicated to the implementation, helping us make everything come together and work."
Microsoft Dynamics CRM for Aspect Unified IP provides clients with a single interface to deliver exceptional customer experiences by converging the contact center and the enterprise using customer relationship management strategies. The robust integration between Aspect Unified IP and Microsoft Dynamics CRM provides a complete 360 degree view of customer interactions and contact opportunities as well as contact control to maximize customer value and retention. And in addition to enabling collaboration capabilities through IM and presence, the solution provides synergies with Microsoft tools such as Microsoft Lync 2010 and Microsoft SharePoint 2010. Agents are able to more quickly find and collaborate with the most qualified experts and access related knowledge resources, helping them speed issue resolution and improve interaction quality and outcomes.
"LifePlans' application of the Microsoft Dynamics CRM for Aspect Unified IP solution really illustrates the fusion of Aspect's collaborative customer approach and the innovative power of our Aspect Applications Foundation," said Chris Koziol, Aspect president and general manager, Interaction Management division. "This versatile foundation, created by optimizing LifePlans' current technology investment, should provide LifePlans new levels of cost savings, productivity and business efficiencies that will help LiefPlans' customer value and foster long-term loyalty."
"Aspect really understands how to leverage the strength of Microsoft Dynamics CRM by creating a truly complete and holistic view the customer's experience," said Craig Dewar, Director, Microsoft CRM Product Marketing. "Microsoft Dynamics CRM for Aspect Unified IP is a true example of next-generation customer contact innovation by providing superior support for better customer experiences and business outcomes through easier information access, intelligent customer interaction and workflow automation."
More information about Microsoft Dynamics CRM for Aspect Unified IP is available here.
About LifePlans
LifePlans is a health and long-term care insurance services, risk management, and research company offering a full spectrum of services to the health and long-term care industry. We specialize in enhancing insurers' ability to manage the risks associated with members who have chronic illness and long-term care needs as well as life, critical illness and disability. We provide underwriting risk and care management services, health risk assessments, product development, pricing, compliance, and third party administration. Our comprehensive network of nurses throughout the United States and Canada serves more than 120,000 applicants, claimants, and health plan members annually. LifePlans provides industry-wide research and analysis to support the LTC marketplace.
About Aspect
Aspect builds customer-company relationships through a combination of customer contact software and workforce optimization for the enterprise. For more information, visit
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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.

For More Information

Michael Harris, Aspect Software CMO