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Outsourcer Drives Cost-Effective Global Customer Care with Aspect Software's Solution
WESTFORD, Mass., Nov. 8 /PRNewswire-FirstCall/ -- Aspect Software(TM) Inc., the world's largest company solely focused on the contact center, announced today that Telerx, a best-in-class customer care outsourcer, has expanded the voice-over-Internet (VoIP) capability of its existing PSTN contact center using Aspect(R) Uniphi Connect. Aspect Uniphi Connect makes it possible to manage IP-based agents and PSTN-based agents from a single platform.
"Our clients, including well-known leaders in the consumer packaged-goods and healthcare/pharmaceutical industries, gain considerable efficiencies using voice over IP. Yet we didn't want to sacrifice the considerable PSTN infrastructure investments we've made -- something that would happen if we dove into pure IP," said Carolynn Chamoun, senior vice president of technology solutions at Telerx. "Aspect Software's technology enables us to maximize our current infrastructure while offering enhanced, cost-effective contact management solutions to our clients -- especially those seeking to globalize their operations."
Many of Telerx's domestic clients with centralized operations are looking at globalization. With Aspect Uniphi Connect, they can handle contacts with local staff or via virtual operations using staff in other countries. Telerx can also make follow-the-sun strategies work affordably by managing dispersed agents from a single automatic call distributor (ACD).
Aspect Uniphi Connect provides centralized management, administration and reporting for all PSTN and IP-based agents. It includes an agent desktop that allows agents to be located anywhere an IP connection exists. They can be in another building, in another city or in another country and have the same capabilities and level of supervision as agents in the main contact center.
Telerx also uses Aspect Uniphi Connect to do the following:
-- Tap into a valuable labor pool of at-home agents without sacrificing
transaction quality.
-- Save on PSTN toll charges.
-- Create virtual contact centers.
-- Align with client needs more effectively by centralizing some functions
and decentralizing others.
"Many companies today are actively planning to incorporate IP into their contact centers," said Ralph Breslauer, Aspect Software's executive vice president of sales and marketing. "Aspect Uniphi Connect enables them to do so at their own pace and to reduce risk by leveraging their existing infrastructure. Telerx is maximizing this approach to meet its current needs as well as its progressive goals for the future."
Because Aspect Uniphi Connect is used to add IP connectivity rather than replace an entire contact center solution, changes to the PSTN infrastructure are unnecessary. The call flows, administration, reporting and connectivity remain as they were and continue to function without interruption. The agents, whether connected via IP or PSTN, continue to use the tools and processes with which they are familiar, including desktop software, agent telephones and database screen pop.
Aspect Uniphi Connect also offers a migration path to a pure-IP solution. Contact centers can shift agents from PSTN to IP gradually and make the transition to pure IP when their PSTN systems reach end of life, when business factors make it necessary to consolidate multiple centers or according to any other business drivers unique to the company.
For more information about Aspect Uniphi Connect, please refer to the document posted at http://www.aspect.com/mm/pdf/products/pstn/Aspect_Uniphi_Connect_ds.pdf on the Web.
About Telerx
Telerx is the category leader in customer care. From its contact centers in Pennsylvania, Texas and British Columbia, Telerx's 1,400 associates help blue-chip companies succeed by maximizing their customer asset. By nurturing, protecting and expanding this asset, Telerx also helps market-leading companies safeguard their brand investments. For more information, visit Telerx at http://www.telerx.com/ or call 1 800 2TELERX.
About Aspect Software
Aspect Software Inc., the founder of the contact center industry, is the only company 100 percent focused on providing proven, innovative products and services that enable key business processes including customer service, collections, and sales and telemarketing for in-house and outsourced contact centers. Each day, companies around the globe conduct more than 125 million customer interactions using Aspect Software's flexible, reliable solutions for automatic call distribution (ACD), predictive dialing, workforce management, analytics, IVR and multi-channel contact. Headquartered in Westford, Mass., Aspect Software has operations across the Americas, Europe, Africa and Asia Pacific. For more information, visit http://www.aspect.com/.
Note: Aspect Software is a trademark of Aspect Software Inc. Aspect is a registered trademark of Aspect Communications Inc. All other trademarks are the property of their respective owners.
DATASOURCE: Aspect Software Inc.
CONTACT: Aleassa Schambers, +1-630-227-7969, or Jennifer Stroud,
+1-615-473-8617, both of Aspect Software Inc.
Web site: http://www.aspect.com/