29 May 2015
Your browser is unable to support Flash files.

Experian selects Aspect to boost agent and call centre performance

13 December 2012  |  1475 views  |  0 Source: Aspect Software

Aspect Software, a leading provider of next generation customer contact and enterprise workforce optimisation, today announced that Experian, a leading global information services company, has selected Aspect to improve the company's agent and call centre performance.

By leveraging the power of Aspect's Applications Foundation platform, Experian provides its agents an adaptable, single access interface for critical and actionable data.

Agents and call centre managers no longer have to juggle multiple open applications or navigate between numerous screens as the customisable Aspect solution seamlessly streams key features and functions from Aspect's full product portfolio directly to a single desktop application. Aspect Applications Foundation enables organisations to bring their own experience to the call centre, encapsulating their knowledge and know-how into more effective, efficient ways to deliver a better customer experience. The solution, leveraging Aspect's interactive tiles technology, allows agents to further customise their desktops to suit their unique needs and styles of working.

"Experian works with large amounts of customer and client information every day so making the information easily accessible and actionable is essential for our agents to assist consumers," says Lee Lundy, Senior Vice President of Consumer and Client Services, Experian. "The interactive application has empowered our agents by giving them greater visibility to individual metrics, intraday task change and schedule management."

Experian's call centre supervisors and managers can get an instant view into the key performance indicators relevant to their business as well as easy access to the features, functions and processes that allow them to take immediate or corrective action. This supports Experian's culture of continuous improvement with ample opportunities for agent empowerment, self-evaluation, co-evaluation with their supervisor and validation against calibrated results.

"Leading organisations like Experian understand that in order to deliver exceptional customer and client experiences, they need to have all contact centre functions and team members tightly integrated with the data and information that fuel excellent customer experience," says Chris Koziol, president and general manager, Aspect. "Experian's application, based on our interactive tiles technology, enables a 'bring your own experience' empowerment to agents and supervisors, or any knowledge worker, which can show a clear, positive impact on productivity and bottom-line results."

Aspect Applications Foundation consolidates data captured by Aspect products as well as other enterprise systems that a contact centre might access, such as CRM or HCM. Aspect's interactive tiles technology can take advantage of the data and the underlying product functionality exposed by Aspect Applications Foundation to create dashboards and KPIs that are completely configurable. Users get visibility to the information they need, without having to open and navigate multiple windows and applications. This consolidated, simplified view reduces errors, time-to-information and customer wait times.

Announced earlier this year, Aspect's Applications Foundation allows easily-configured innovative solutions such as Aspect's interactive tiles, through packaged functional components and APIs. 

Comments: (0)

Comment on this story (membership required)
Log in to receive notifications when someone posts a comment

Related blogs

Create a blog about this story (membership required)

Related company news

 

Top topics

Most viewed Most shared
Google unveils Android Pay
5285 views comments | 23 tweets | 27 linkedin
CBA to test Ripple for intra-bank transfer...
5239 views comments | 25 tweets | 21 linkedin
Visa Europe opens innovation hub in Israel
5008 views comments | 19 tweets | 9 linkedin
BBVA rolls out 'remote control' card app
4733 views comments | 25 tweets | 26 linkedin
eBay and Village Capital run accelerator f...
4704 views comments | 10 tweets | 4 linkedin

Featured job

Basic £90-110K OTE c. £200K AND NO CEILING
London based with substantial travel in the DACH Region

Find your next job