A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by acompany to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes,live support software, social media, instant message, and e-mail.
Unified Multi-Channel Interaction Management Solutions
Interaction Management solutions from Aspect prepare your business for success by providing the foundation for delivering amazing customer experiences – from self-service to agent-assisted, from the contact center to the larger enterprise, on-premises to cloud. Our modern contact center software solutions bring together all the critical pieces that underpin remarkable customer engagements by giving your agents the tools they need to have rewarding conversations with your customers across all channels and take immediate, meaningful actions.
In life, we would all like to have a high IQ. In the contact center, we are all striving for a high EQ (Engagement Quotient). Aspect EQ™ Workforce Optimization delivers on the promise of more engaged agents, higher quality customer interactions and improved customer experience all at a lower operating cost. With a modern icon and widget-based graphical user interface common to all major components, Aspect EQ WFO is much easier to learn and use than other systems on the market. Available on-premises or in the cloud, Aspect Workforce Optimization is designed to adapt rapidly and cost-effectively to your changing contact center needs. Aspect EQ is available in three families: recording and quality monitoring, workforce management and full workforce optimization.
Back Office Optimization
To improve coordination between the front and back office, you unfortunately can’t just add back office employees to your front office WFO systems, because the back office and front office are very different environments. The front office operates in real-time as calls come in, and agents seek resolution of each new call in real-time. The back office does not have direct customer contact, and the primary product is a work item or task that might be processed by many employees and take days or weeks to complete. Usually, front and back office are in disparate parts of the organization, have different success metrics and sometimes are on opposing sides of an issue when it gets passed from front to back office. The divide between these key parts of your organization is often great.
But there is a way to extend the benefits you enjoy in your front office to other parts of the organization and at the same time give you the ability to “blend” your back and front office workforces. Aspect EQ Back Office acts like a virtual queue to optimally distribute work to your back office employees whether it be reports, email, white mail or other. It monitors work item progress in real-time and re-allocates work to other employees when resources are out of balance. When used with Aspect EQ Workforce Optimization, you have created a very powerful tool for your enterprise-wide customer engagement and productivity arsenal. This combined solution does allow you to bring the advantages of WFO to your back office, whether in retail banking, claims processing, mortgage processing, insurance application processing or other vertical market.
After all, your back office needs to deliver on the promises made by your front office, and Aspect back office solutions ensure that you can do just that, quickly, consistently and transparently.
Make the most of your technology investments by partnering with our team of customer call center specialists.
Aspect® Professional Services helps you take your customer experience to the next level by turning your technology investments into powerful enterprise business solutions that ensure your business seamlessly aligns people, processes and data sources. Aspect Professional Services includes three dedicated services teams. These teams include:
Performance Improvement Services
A collaborative group of senior leaders and experts who combine innovative technology with insightful strategy consulting – providing your team with a clear vision for long-term success.
Interaction Enablement Services
Technology change and adaptation are accelerating more rapidly than ever before. The need for software, systems, and technology solutions to interact in real time is on the rise. Aspect's Interaction Enablement Services team has the right resources to help you stay ahead of your customers' demands.
Implementation and Optimization Services
Our implementation methodology includes a proven project management framework which allows you to achieve your goals on time and on budget, just like we've done for thousands of other clients across a broad range of industries.
PO Box: 230089, Riyadh: 11321, KSA Tel: +966 1 2101706 Ext. 101 Fax: +966 1 2101706 Ext. 103
Mega ITC © 2013 | All Rights Reserved