Citizens Financial Group Deploys Aspect Software’s Aspect Hosted Workforce Management to Drive Efficiency, Deliver Exceptional Customer Experiences

Date: 10/28/2014, Phoenix, Arizona

  • Aspect Hosted Workforce Management helps Citizens Financial Group increase agent productivity, save on labor and overtime costs for more efficient agent staff management
  • The Hosted solution reduces costs by 52% compared to premise solution and frees up the IT department for other projects

Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, back-office and award-winning cloud solutions, today announced that Citizens Financial Group selected Aspect Hosted Workforce Management (WFM) to be deployed in a hosted environment. A long-time Aspect WFM on-premises customer, Citizens Financial Group upgraded their technology and moved to a hosted environment to improve performance and functionality, decrease operational expenses and speed future technology upgrades.

Maximizing call center workforce efficiency and productivity through workforce optimization technology is critical to Citizens Financial Group’s customer service success. The latest iteration of Aspect Hosted Workforce Management is helping Citizens Financial Group deliver timely responses to customer service queries while providing better schedule management to ensure the company has the right number of agents in the right departments at the right times. Key improvements from the Aspect Hosted Workforce Management upgrade include:

  • 20% reduction in overtime costs with the ability to use multi-skill configurations and better optimization of schedules
  • 52% cost savings for Aspect Hosted WFM compared to the on-premises solution

“Citizens Financial Group is driven to exceed our customer expectations every single day, with every single interaction. One way we strive to do this is by answering our calls in an acceptable time so our customers are never waiting,” says Isabel De Almeida, VP, Workforce Operations at Citizens Financial Group. “The only way we can meet that requirement is to ensure that we have the appropriate number of contact center agents with the proper skill sets available during the times our customers want to reach us. Having used Aspect Workforce Management for years, I knew that Aspect would help us meet the requirements of our contact center, reduce our costs and deliver advanced reporting.”

Over the last year, Aspect has been significantly changing the contact center-in-the-cloud landscape, delivering versatility, scalability and market-leading deployment flexibility. More and more of our customers are recognizing the benefits of hosted contact center solutions,” says Spence Mallder, Senior Vice President, General Manager of Workforce Optimization at Aspect. “We’re excited to work with Citizens Financial Group. They are forward-thinking in their approach to the cloud, and they’re experiencing cost savings and increased flexibility and scalability because of it.”

Details on Aspect Workforce Management can be found at

To see the Citizens Financial Group case study, please visit

About Citizens Financial Group, Inc.
Citizens Financial Group, Inc. is one of the nation’s oldest and largest financial institutions, with $130.3 billion in assets as of June 30, 2014. Headquartered in Providence, Rhode Island, the company offers a broad range of retail and commercial banking products and services to individuals, small businesses, middle-market companies, large corporations and institutions. Consumer Banking helps its retail customers “bank better” with mobile and online banking, a 24/7 customer contact center and the convenience of approximately 3,200 ATMs and approximately 1,200 Citizens Bank and Charter One branches in 11 states in the New England, Mid-Atlantic and Midwest regions. Citizens also provides mortgage lending, auto lending, student lending and commercial banking services in selective markets nationwide. In Commercial Banking, Citizens offers corporate, institutional and not-for-profit clients a full range of wholesale banking products and services including lending and deposits, capital markets, treasury services, foreign exchange and interest hedging, leasing and asset finance, specialty finance and trade finance. Citizens operates via subsidiaries Citizens Bank, N.A., and Citizens Bank of Pennsylvania.

About Aspect

Aspect’s fully-integrated solution unifies the three most important facets of modern contact center management: contact center software, workforce optimization, and back-office. Through a full suite of cloud, hosted and hybrid deployment options, 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

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For more information, please contact:
Michael Harris, Aspect Software CMO
Tel: 602-586-5810