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Case Studies > Unified
IP Case Study |
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A Unified IP Solution For Norton
Lambrianos
Norton Lambrianos
The company has, as their
collection vehicle, a contact
centre which currently employs
approx. 80 collectors who act as
debt collectors on behalf of
financial and retail clients.
Norton-Lambrianos is skilled
in the recovery of early
delinquency debt, pre-legal debt
as well as post legal debt.
Their methodology includes
the full spectrum of out-bound
telephonic campaigns during and
after usual working hours, SMS
campaigns, bulk mail postage,
electronic mail contacts as well
as complete legal procedure
which includes the issue of
summons, writs of execution and
service of emolument attachment
orders.
Actions are determined by a
process tree and monitored by
vigilant management and
recording systems.
Visit
www.norlamcc.co.za
for more about Norton Lambrianos
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The Obstacle
Norton Lambrianos’ biggest
problem was the volume of
customers they needed to
contact. This means the company
only had enough time to work
through their database from top
to bottom once. If a customer
was not contacted the first time
the chance of them being
contacted again is unlikely due
to the lack of time. Norton
Lambrianos compete with other
companies on the same books and
have a high rating from their
customers which puts them in
good stead.
Norton Lambrianos would send
SMS’ to customers that they
could not contact
telephonically. This
necessitated a solution that
could accommodate blended agents
to receive the customers calls.
Conversations were not being
recorded and there was no
quality management framework in
place.
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The Answer
Aspect EnsemblePro was the solution
of choice for Norton Lambrianos.
EnsemblePro is a Unified Contact Centre
Solution which provides flexible,
powerful outbound automatic dialing with
world class campaign management
functionality, as well as Automatic Call
Distribution, IVR, Self Service, Voice
Recording and unified management and
reporting.
Aspect EnsemblePro provides your
contact center with access to real-time
information on customer history and
preferences, enabling you to enhance key
business processes of customer service,
collections, and sales and
telemarketing. This solution delivers
rich, actionable information, which
drives performance across your contact
center. Through centralized management,
you can arm your organization with
dynamic customer data that leads to
informed decisions, and can ultimately
provide you with a significant
competitive advantage.
Aspect EnsemblePro gives you the
flexibility to make real-time
modifications to your contact center as
business needs dictate. Administrators
and supervisors can make dynamic changes
to system settings like call flows or
agent properties, as they manage contact
center service levels. Agents can be
moved to areas of greater need as
required. Modifications take effect with
the very next contact-with no need to
stop and start systems, campaigns or
services.
Aspect EnsemblePro connects to,
enhances and unifies your existing
contact center solutions to provide new
capabilities and investment protection.
Aspect EnsemblePro leverages your
existing infrastructure by taking
advantage of common telephony resources,
allowing your contact center to provide
unified functionality, regardless of the
underlying telephony deployed.
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The Outcome
The ability to switch from
predictive to preview campaigns
has enabled Norton Lambrianos to
get an average of over 3
database passes with the same
number of employees.
With Norton Lambrianos seeing
such improvements in
productivity, they are now in a
commanding lead with regards to
the companies they are in direct
competition with. They have also
increased their connect rate to
customers while maintaining the
same staff numbers.
The unified EnsemblePro suite
allowed Norton Lambrianos to
report across the now blended
agents, as well as split the
agents into workgroups to work
on smaller campaigns as and when
required. The flexibility of the
system has provided significant
results for Norton Lambrianos in
productivity as well as having a
positive effect on their bottom
line.
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Aspect Software
Aspect Software, is the
world's largest company solely
focused on providing products
and services for customer care,
sales, telemarketing and
collections for in-house and
outsourced contact centres. They
have a robust, market-leading
product portfolio that includes
predictive diallers, automatic
call distributors (ACD), unified
contact centre systems,
self-service interactive voice
response (IVR) systems,
workforce management
applications and performance
analytics solutions, enabling
the company to meet customer
demand for increased
functionality and reduced
complexity.
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Aspect Unified IP
Aspect EnsemblePro is a complete contact
centre solution that unites inbound,
outbound and blended multi-channel contact
(voice, email, internet and fax), with
multimedia recording, Quality Monitoring and
Quality Management capabilities. In
addition, Aspect EnsemblePro provides
application service provider (ASP)
capabilities enabling service providers to
host multiple clients segmented as
individual tenants. That coupled with the
workflow integration component makes the
Aspect EnsemblePro the contact Centre
solution of choice.
Benefits
- Dynamically adjust to business
conditions without the need for highly
technical resources or cesation of
contact centre activities.
- Increase customer satisfaction by
providing a consistent experience across
multiple channels.
- Improve agent productivity by
enabling them to toggle between
campaigns without having to log in and
out of multiple systems.
- Leverage your existing
infrastructure.
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