Date: 20/03/2017, London, UK
Aspect Software has helped Sysnet Global Solution (Sysnet) to successfully scale its customer engagement centre services by delivering a complete omni-channel solution. By ensuring a seamless journey through the customer engagement centre, Aspect’s technology has boosted the capabilities of Sysnet’s 240 agents in all areas, enabling the company to improve the user experience and overall customer satisfaction.
Sysnet provides the payment card industry with cyber security and compliance solutions that help businesses to improve security and reduce risk. Sysnet is also an outsourcer, whose customer engagement centre handles a range of services on behalf of its clients, including customer care, telesales and technical support. Sysnet requires robust and fail-safe customer contact solutions to drive its business agenda.
The firm partnered with Aspect during a period of growth, which saw an significant increase in the number of global financial organisations to which Sysnet provides contact services. In order to easily meet growing volumes of inbound contact, Sysnet implemented Aspect Zipwire™, a complete customer engagement centre platform, designed to be flexible, with on-demand scalability, secure and easy to deploy.
Gerald McGauley, Head of Contact Centre at Sysnet, explained: “While our pre-Aspect solution was well-suited to our then business and the call volumes received, availing of Aspect’s solution placed us in an excellent position to increase our customer base and to handle the associated increase in call volumes. Additionally, with Aspect we were able to bring a strong omni-channel solution on board to provide exceptional experiences for our growing customer base as facilitated by easy channel integration. We needed a simple solution to enable seamless passage between channels without losing the context of an interaction, or a customer’s journey with us.”
In addition to Aspect Zipwire, Sysnet also purchased Aspect Workforce Optimisation™ (WFO) to easily schedule, forecast, analyse and boost agent productivity. Together, Aspect Zipwire and Aspect WFO seamlessly support Sysnet’s omni-channel interactions across voice, web chat, email and SMS, enabling the customer to switch channels without losing context. Aspect WFO improves agent forecasting, scheduling and real-time tracking of all inbound, outbound, blended and back office staffing resources. All of this information can be accessed by Sysnet’s customer engagement centre managers from a single, easily customisable portal to aid maximisation of team members’ performances.
Gerald said: “Our agents have no trouble transitioning between channels when customers require them to. Also we’re now able to ramp up support on demand when needed by as much as 15 per cent without assistance from Aspect.
“Perhaps the biggest improvement we’ve seen has been to the productivity of our agents. They took to Aspect Zipwire really quickly, appreciating its ease-of-use and intelligent notifications. Additionally, with the aid of Aspect’s WFO capabilities, our management team have better oversight of agent performance, including real-time service metrics, and can better direct activity to improve agent efficiency,” explained Gerald.
He concluded: “We’ve been very pleased with the service and outcomes of our work with Aspect. We effectively bring Aspect’s technology into our new business pitches since it’s so well recognised as the latest-and-greatest in contact centre technology. We couldn’t be happier with our work with Aspect so far and look forward to seeing what they bring to the table in the future.”